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Member Care Specialist
4 months ago
MAJOR RESPONSIBLITIES:
25% Member Experience: Proactively engage with past, potential and current members to schedule
appointments, enter and maintain member service history, and collaborate with the team for member
follow up to ensure service satisfaction. Upholds HairClub’s service commitment for membership
satisfaction by following company guidelines, policies and procedures. Recommends member
experience improvements to leadership team to continually evolve member satisfaction
25% Sales Excellence: Achieve and grow lifetime members by managing the membership experience and
ensures members understand membership benefits. Recommends membership enhancements, retail
opportunities and increase memberships through renewal of benefits, performing past-member
outreach and fee management activities
25% Operational Excellence: Ensures compliance standards of HairClub facilities to secure operational
safety and effectiveness. Maintains documents, policies and procedures in accordance with company
standards to include; cash handling, inventory management, member agreements and exceed facility
appearance standards
25% Team Collaboration: Builds professional relationships and communicates effectively virtually and in
person. Able to adjust communication style in the moment to create a collaborative and cohesive
working environment
Perform other reasonable duties as assigned
MANAGEMENT AND COLLABORATION:
- Collaborate with Center Team to ensure client’s expectations are exceeded
- Collaborate with Center Team to reach client retention goals
- Collaborate with the Stylist for accurate scheduling
QUALIFICATIONS:
- At least one (1) year previous guest service experience
- Point of sale system and other business software experience
- Efficient with all Microsoft programs
- French/English is required
KEY COMPETENCIES:
- Member Experience: Hyper-focused on exceptional member experience with a strong level of service commitment.
- Interpersonal Skills: Professional, friendly and outgoing communicator who effectively flexes communication style with other people. Able to reach and stimulate others while being aware and responsive to their needs and interests
- Action Oriented: Work independently and self-motivated. Able to seek opportunities vs. problems. Able to work under time constraints and pressure
- Demonstrates Self-Awareness: Maintains a professional image and manages personal brand effectively
WORKING CONDITIONS:
- Office/Salon environment
- Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading
- Sitting stationary for long periods of time
- Keyboarding: entering text and/or data into a computer
- Requires working with computer systems
- May require light lifting
