Member Service Agent

Member Relations Specialist thrive in a team-oriented atmosphere where they pride themselves on consistently delivering a five-star experience to all prospects, members, and guests. As a first point of contact, these cheerful folks play a critical role in providing top notch service supporting all our Altea Active locations.

You are a social butterfly who thrives in an environment designed to spark engagement and connection with our members. You believe in getting the job done, but not without having a little fun along the way. Your workday consists of time in an office, supporting members administrative needs and engaging with our online community. The other part of your workday consists of spending time on the floor, creating and maintaining in-person connections with our members, attending, and participating in club services and amenities such attending studio fitness classes

You have tremendous patience with members and accommodate their every need with your enthusiasm and calm demeanor. You radiate optimism while consistently improving member retention through problem solving and service recovery, utilizing appropriate tools and resources. You have a knack for establishing rapport and building relationships which helps you to diffuse member situations day in and day out.

You are a cheerful customer service master who is passionate about helping people. You get a kick out of getting members to those aha moments. Helping members makes you feel all warm and fuzzy inside. Not only that, but you are also able to think on your feet and effectively use your resources. If you don’t know the answer, you’ll dig until you find it. You are incredibly helpful and highly organized, leveraging your resources to provide up-to date and current information on all programs, prices, services and policies to your audience. You are an Altea Active specialist who provides a wide variety of service and assistance to members such as updating member account information, processing payment and acting as an information source on any and all Altea Active matters.

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

- **You’re a Social Media Guru**: You’re well versed in the social media world, quickly engaging with our online community.
- **You Have Communication Superpowers**: You play well with others and have excellent oral and written communication skills. You demonstrate the ability to convey thoughts and express ideas effectively using speech in individual or group situations; attend to and fully comprehend what others are saying.
- **You’re Cool Under Pressure**: You’re cool, calm and collected in pressured situations.
- **You’re Detail Orientated**: You cross your T’s and dot your I’s by maintaining member 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 Accountable**: You take responsibility for all work activities and personal actions; you follow through on commitments; you implements decisions that have been agreed upon; you acknowledge and learn from mistakes without blaming others; and you recognize the impact of one’s behaviour on others.
- **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.
- **You’re Motivated & Driven**: You’re motivated and driven. You take initiative. You identify opportunities and issues, and proactively acts and follows through on work activities to resolve them. You’re going to take ownership of the time you spend with us and truly make a difference.

**As a Member Relations Specialist a typical day might include the following**:

- Devoting up to 2 hours a week towards health and wellness by maintaining quality assurance and product knowledge on all Altea Active services and amenities. This includes attending studio fitness classes, LF3 classes, Road Map Sessions, Rx Sessions, utilizing our lap pool, hydrotherapy pools, KLAFS Sanarium and Steam Cabins, Polaris Ice Lounge, Himalayan Salt Lounge, Aquamoon Sensory Shower, Somadom, etc.
- Provide real time feedback to your direct manager regarding your first-hand experience as a member, experiencing our products and services.
- Serve as the first point of contact for all member and prospect inquiries
- Respond to and resolve complaints, requests, and inquiries, through digital channels, via the telephone and in person
- Successfully process payments on members accounts
- Work closely with division leads and clu