Member Services Supervisor

Location: Active Wellness Center at Napa, Napa CA

Pay Transparency: Base Rate of Pay $20.00 - $26.00 Per Hour; Minimum rates may vary based on local wage laws. Pay depends on factors including site location, specialty, certifications, work experience, and other business needs.

Role and Responsibilities

The Member Services Supervisor is a cross-functional role that creates efficiencies in Service Desk and Member Services operations. This person is responsible for supervising the Service Desk Team to support in delivering exceptional customer experience. The Member Services Supervisor also responds to members' comments and suggestions, acting as the club's first line of communication with members and creating a friendly and welcoming environment. They contribute to member retention, as well as new membership sales. This person has the responsibility of being responsive to member needs, assisting with membership billing and account questions, and the collection of outstanding membership fees. The Member Services Supervisor role is responsible for understanding all member enrollment procedures, knowledge of all club program offerings, club safety standards, and upholding Active Operational Standards of Excellence.

Specific Responsibilities:

• The responsibilities of the Member Services Supervisor include, but are not limited to:
• Setting the Service Desk schedule and being responsible for maintaining staff coverage.
• Recruiting and hiring Service Desk staff.
• Assist in managing club Operational Standards of Excellence - OSE and completing OSE audits
• Recruit, train, and develop the Service Desk Team
• Train Service Desk staff on Active Wellness policies and procedures.
• Be knowledgeable and educate members about all programs and activities offered by the club
• Answer member questions and be responsive to member needs
• Assist with the processing of membership paperwork, cancelation forms, and collection of outstanding member fees
• Works a minimum of 10 hours per week at the desk
• Administer emergency care to members and guests in need of assistance
• Work as a TEAM with all other departments
• Other duties and responsibilities as assigned by supervisor

Other Functions:

• Be knowledgeable about all programs and activities offered by Active and our partners
• Promote club services and activities.
• Log any maintenance needs or safety concerns and work with club managers to assist with general club operations.
• Conduct new employee and quarterly staff safety trainings
• Support and assist managing team members; assist with interviewing, hiring, training, and coaching all staff to hit monthly and yearly goals.
• Manage member questions, comments and concerns on a daily basis and provide mediation between members/staff, members/members and staff/staff. Work with fitness and housekeeping teams to ensure fitness floor cleanliness.
• Administer emergency care to members and guests in need of assistance
• Perform routine maintenance of equipment
• Assist with keeping the club well stocked and clean
• Attend Active Wellness site meetings and trainings
• Handle injury and illness and security incident reporting
• Work as a TEAM with all other departments
• Other duties and responsibilities as assigned by supervisor