Member Svcs. Lead - The Works
Mass General BrighamAbout the role
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
The Works Fitness Center - Full Time Need - Free Membership!To act as liaison or resource for any issues in the absence of the department managers. Provide Exceptional Customer Service to members & guests Comply with & Adhere to Manager on Duty Opening/Closing Checklist
Qualifications
Essential Functions:
1. To act as liaison or resource for any issues in the absence of the department managers.
a. MOD's must handle daily/nightly facility member or staff issues that may arise. You are to contact your immediate supervisor or other manager to help with any decisions that may need to be made.
b. Conduct Walk throughs of the facility to ensure safety, staff ratios, and compliance.
c. Provide communication to dept manager, if needed, on issues that are noted during the shifts. (i.e.: staffing concerns)
2. Provide Exceptional Customer Service to members & guests
. When walking around the facility or working at the Service Desk, you must
express an inviting smile and the willingness to help in all situations.
a. Be a facilitator when issues arise between members, guests and staff.
b. Assist and/or be available for the Front Desk during peak hours. Assist with Front Desk Staff breaks.
3. Comply with & Adhere to Manager on Duty Opening/Closing Checklist
. Responsible for filling out MOD checklist during their shifts with any notes or comments that are needed to explain any deviation from it or issues that may arise.
a. Checklist must be sent to the Operations Manager at the end of each day. Follow-up would occur if further explanations were needed.
Experience Minimum Required • 2 Years Customer Service Experience and 1 Year Customer Service Management Experience
Experience Preferred/Desired • 5 Years-Customer Service Exp. Health & Fitness Center Experience. 2 Year Customer Service Management
Experience Education Minimum Required • High School Graduate or Equivalent Education Preferred/Desired • Associate's Degree in business related field Special Skills Minimum Required • Computer Skills Must have friendly outgoing personality Must have good organizational skills & Time management Special Skills Preferred/Desired • Microsoft Office Customer Service Software Experience Licensure and/or Certifications Required • CPR within 3 months of hire
Additional Job Details (if applicable)
Wentworth-Douglass Hospital/The Works Fitness Center, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.
Remote Type
Onsite
Work Location
23 Works Way
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Day (United States of America)
Pay Range
$17.36 - $23.92/Hourly
Grade
3
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