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Member Experience Associate

4 months ago

Toronto, Canada Altea Active Liberty Village Full time

The Member Experience Associate relish in working with people and consistently provide a five-star customer service experience to all members and guests. They have a knack for establishing rapport and building relationships. They spread joy and optimism while consistently improving member retention by anticipating guest needs and exceeding those expectations day in and day out.

These cheerful customer service masters are passionate about helping people. They get a kick out of helping people to those aha moments. Helping guests makes them feel all warm and fuzzy inside. They are team focused and customer service conscious. They have accurate and detailed knowledge of all programs, prices, services, and policies. They are able to think on their feet and effectively use their resources. If they don’t know the answer, they’ll dig until they find it.

They check-in all members and guests, answer question, offer suggestions and provide administrative needs in a friendly and respectful manner. These multi-taskers also take great pride in maintaining white glove standards when it comes to the cleanliness of the front lobby and cafe areas.

**This job might be for you if you have the following talents & spirit**:

- **You have communication superpowers**: and are a good listener and speaker to help customers and employees understand your direction and recommendations.
- **You’re Customer Service Orientated**: You have a knack for customer service and can handle member questions and concerns in a professional manner. You listen and respond effectively to customer questions and resolves customer problems to the customer’s satisfaction.
- **You’re Detail Oriented**: You cross your T’s and dot your I’s by maintaining client records highly organized with flawless attention to detail. You’re not one to cut corners. You pay attention to the details. As far as your concerned, anything worth doing, is worth doing right, every single time. You stay focused and nothing falls through the cracks on your watch.
- **You’re Efficient & Resourceful**: You’re a skilled multi-tasker and can handle juggling various tasks with a smile on your face. You maximize your time by being highly efficient.
- **You’re A Team player**: You actively participate and foster an environment that sustains a collaborative approach to working with others. You’re a team player who thrives in a collaborative environment.

**As a Member Experience Associate, a typical day might include the following**:

- Meeting and greeting a ton of familiar and unfamiliar faces
- Chatting with Cindy about her recent progress with her fitness program
- Answering a member’s question about the group fitness schedule for today
- Processing a day pass for a prospective client
- Answering the telephone within 3 rings with a smile on your face
- Rescheduling a new member in for an appointment
- Wiping down the countertops and ensuring all the furniture is arranged appropriately
- Consistently communicating with all departments to better enhance the members overall experience
- Updating and maintaining accurate records in customer relations management software

**To land this role you need to have;**
- Post-secondary education relating to the health and fitness industry
- Additional certifications or workshops relating to customer service are an asset
- 1+ year’s experience working in customer service
- All team members must have current CPR/First Aid certification (required to have a minimum of Emergency First Aid and CPR certification) required prior to start date and must be maintained throughout employment. CPR is to be renewed annually.
- All team members must provide a recent Criminal Background Check prior to commencement of training and/or work.

**Perks of this position include;**
- A competitive wage
- Complimentary individual membership
- Maternity/Paternity top up
- Team Member Perks
- Complete training and development package
- Working alongside great people in a culture that fosters empowerment
- Career-defining growth and development opportunities

In your cover letter, please include an explanation of why your experience is specifically relevant to this role at Altea Active. We want to see your personal style - what makes you tick and why you think your next opportunity is with us.

**Experience**: Required
- 1 year(s): Experience in Customer Service Industry

**Licenses & Certifications**: Required
- AMA/AODA
- CPR
- First Aid
- WHMIS