Member Service Manager - Glen Mills

Member Services Manager - Glen Mills

The Role:

Member Service Manager is responsible for the welcome feeling all our members & guests deserve every time they enter our facility; to not only meet member’s expectations but to exceed them. The Member Services Manager manages, trains, and supervises Member Service employees at the front desk and in the office including but not limited to greeting members, scheduling appointments, answering telephone and then routing calls, accept payments and account updates, while supervising all patrons in and out of the facility by performing the following duties personally or through subordinate supervisors. Interacts with members to provide information in response to inquiries about products and services and to handle and resolve complaints.

One of the roles of the Member Services Manager is to help accomplish our mission statement. Our mission statement articulates the continuous goal of, “providing the highest quality of medically integrated, motivational and cost-effective services that consistently meet, and often exceed their expectations of value

This role is not for seasonal employment.

The primary duties of a Member Services Manager include, but are not limited to:

• Manages MS employees in their day to day work activities and assists when needed.
• Hires, schedules, trains and offers both positive and negative feedback in a tactful, constructive manner.
• Supervises and completes tasks such as greeting members, answering telephones, data entry, reception, message delivery, pulling tickets for services, scheduling/confirming appointments and taking payments. Delegates responsibilities to appropriate employees.
• Ensures the front desk is never left unattended and is maintained in a neat and organized fashion.
• Oversees all facility check-ins and is aware of alerted status/notes, then directs members respectfully and appropriately to customer service.
• Supervises and follows all guest, tour, and telephone inquiry procedures.
• Supervises telephone and facsimile services.
• Supervises and presents coupon presentation.
• Keeps all forms, materials, and supplies stocked and readily available.
• Supervises and follows opening and closing procedures.
• Confers with members by telephone or in person to provide information about account, services, refunds, credits or obtain details of complaints.
• Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Obtains and examines all relevant information to access validity of complaints to determine possible causes.
• Refers unresolved member grievances to designated departments for further investigation while keeping General Manager updated.
• Checks to ensure that appropriate changes were made to resolve customers' problems.
• Updates Credit cards, collect payments, or arrange for billing.
• Supervises and follows all POS procedures including a Z-out at the end of every shift.
• Completes payroll and maintains scheduling with approved hours.
• Prepares order for the purchase of office supplies and supervises receiving and shopping of packages to the center.
• Establishes and maintains vendor database for all office products and services

Qualifications:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Strong communication, interpersonal, and problem-solving skills
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Experience with face to face, telephone, and email communications
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be willing to travel to managers’ meetings at any given Fitness and Wellness location or external training and development seminars.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person