StudioRepublik
1. Ensuring Exceptional Member Service
* Greets and services members at the reception in a friendly and professional manner
* Responds attentively and promptly to member needs
* Initiates, develops and maintains positive relationships with all members and guests, knowing by name as many members as possible
* Answers and transfers phone calls in a timely and professional manner
* Anticipates member needs and interests and recommend programs, products and services appropriately.
* Schedules members accurately for programs and services accordingly
* Responds appropriately to questions and messages regarding member accounts
* Provide services that are above and beyond for customer satisfaction and retention
2. Member Retention
* Elevate the culture of service through outreach initiatives. Contact members via phone, email and in-club conversations, building relationships and engaging members within their areas of interest. All service conversations and appointments should be appropriately tracked in CSS
* Articulate extensive knowledge of FitRepublik Fitness programs, products, services, current club events, policies and procedures.
* Attend daily huddle
3. Managing the Member Experience
* Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations.
* Aligns with Customer Experience team
* Serve as an expert on the FitRepublik Website, member portal and member booking services amongst others
4. Responsibilities of All Positions
* Supports and articulates the FitRepublik mission statement
* Adheres to company policies and procedures
* Ensures cleanliness of the club:
* Sight to ensure club is neat and orderly
* Sound to ensure music/sound levels are appropriate
* Touch to ensure floors, countertops, etc are clean and dry
* Smell to ensure the club is fresh and odor free
* Attends department meetings
5. Customer Service
* Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers.
Education:
* High school diploma or GED
Experience:
* 2 years’ experience in a customer service related position
* Extensive knowledge of all club activities and promotions
* Ability to firmly but tactfully enforce FitRepublik Policies and Procedures
* Excellent customer service and promotional skills
* Excellent communication, listening, and interpersonal skills
* Ability to build relationships with members
* Ability to resolve conflicts in a professional, tactful manner
* Ability to multi-task and learn quickly
* Ability to operate a personal computer
* Knowledge of standard office procedures and computer software