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Member Service Specialist
2 weeks ago
Altea is Canada's leader in fitness and wellness, delivering premium experiences that integrate fitness, recovery, and community under one roof. Our Member Services team plays a critical role in ensuring members receive consistent, accurate, and seamless service across all locations.
The Member Services Specialist is responsible for executing membership adjustments, managing digital workflows, and maintaining system accuracy across all Altea clubs. This role directly impacts member satisfaction, operational efficiency, and data integrity.
This job might be for you if you have the following talents & spirit:
You're an A-Player – You aren't afraid of competition and love surpassing targets. You're a data driven high performer hungry to make your mark.
You're Coachable – You're a team player and open to feedback. We operate with a team first mindset. If you aren't looking to work with your team, you aren't a good fit.
You Have a Passion for Results – You don't settle for good enough—you strive for greatness in every aspect of your life. You are truly passionate about unlocking the hidden potential in others, guiding them beyond their perceived limits to achieve results they never thought possible.
You Understand the Why- Every interaction is designed to move our members towards long-term success.
You Let Data Drive Decisions – You don't rely on guesswork—you track progress, analyze trends, and ensure every plan is results-driven. From performance metrics to membership adjustments, you use data to provide recommendations to club level leadership.
You Solve Issues Before They Become Problems – You anticipate challenges and address them proactively. You approach problem-solving with precision and efficiency.
You Believe in Process – Structure and consistency elevate results. You understand the importance of well-defined systems, ensuring every member follows a proven pathway to success while experiencing the highest level of service.
You Execute with Discipline – You follow through. You set goals, hold yourself accountable, and ensure every member stays engaged in their journey. Whether it's follow-ups, progress assessments, or refining the experience, you drive action that delivers measurable outcomes.
As a Member Services Specialist, a typical day might include the following:
Member Liaison: Communicate directly with members to complete account changes, ensuring every interaction reflects Altea's premium, service-driven standards.
Membership Adjustments:Accurately process freezes, cancellations, upgrades, downgrades, and refunds within defined SLAs.
Member Experience Support: Resolve issues related to subscriptions, bank transfers, disputes, booking errors, and password resets using standardized templates.
System Accuracy:Maintain and audit MyAltea data and integrations to ensure reliability and consistency across platforms.
Perks & Program Execution: Ensure member perks and programs are applied correctly and updated in real time.
Solve Problems:Resolve tickets promptly; escalating exceptions and system bugs to the Member Services Manager.
Cross-Team Collaboration: Work with Digital Operations and Club Level Teams to troubleshoot recurring issues, support members and drive platform improvements.
To land this role you need to have;
Minimum 2 years in administration, operations, customer support or digital/technology operations.
Exceptional communication skills — confident, clear, and empathetic in member interactions.
Proficiency with CRM systems, ticketing platforms and digital tools.
Strong written and verbal communication skills.
High attention to detail and ability to follow SOP's consistently
Proven ability to manage multiple priorities and meet deadlines.
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.
Success Metrics;
SLA compliance for ticket resolution and membership adjustments
System uptime and data accuracy
Member satisfaction scores related to support interactions
Reduction in escalations and recurring issues
Perks of this position include;
Competitive salary
Complimentary individual and plus one membership
Additional vacation time and flex days
Group RRSP options
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. We want to see your personal style - what makes you tick and why you think your next opportunity is with us.
PLEASE NOTE: The purpose of this job advertisement is to provide you with a glimpse into the full responsibilities. It is not a complete explanation of duties, responsibilities or requirements. We are an equal opportunity employer and believes in treating everyone fairly regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors. We consider all qualified applicants for employment and upon request will provide accommodations to candidates taking part in the selection process.
We thank you for your interest; however, only candidates selected for an interview will be contacted.
