Job Description

Customer Service Executives help and supervise members. They support the department by providing premier customer service and are considered the front-of-house staff. A Customer Service Executive strives to engage members in our programs and activities while maintaining up-to-date personal files for each member.

Welcome and assist all members and visitors.

Guide and monitor members entering classes to ensure capacity limits are respected.

Support instructors by confirming member eligibility for specific classes and activities.

Engage regularly with members to promote participation in programs, events, and services.

Develop and maintain professional relationships with members by providing accurate and timely information about the club.

Receive and report member complaints or incident information to the direct supervisor promptly.

Be familiar with all facility equipment, capable of performing basic adjustments, and reporting any damages.

Ensure all members and guests follow safety guidelines within the premises.

Check and replenish medical, first aid, and other operational supplies regularly.

Solve member-related issues on the spot and escalate unresolved matters appropriately.

Handle daily inquiries and ensure overall customer satisfaction through prompt and effective service.

Greet members and guests warmly and professionally upon entry.

Handle check-ins, bookings, and membership queries efficiently.

Respond to phone calls, emails, and walk-in inquiries regarding services, programs, and schedules and conducting monthly follow-up calls to our active members.

Maintain a tidy, organized reception area and ensure promotional materials are current.

Support club events and promotions by providing accurate information to clients.

Resolve member complaints or direct them to the appropriate supervisor or manager.

Collaborate with other departments (fitness, aquatics, spa, etc.) to ensure seamless customer service.

Maintain confidentiality and professionalism in handling client data and concerns.

Job Type: Full-time