Customer Svc Rep - Fitness Ctr

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Various (United States of America)

Job Summary:

The Customer Service Representative functions under the direct supervision of the Manager of Fitness Centers Growth & Engagement. This individual utilizes the Wellstar values as the foundation for all actions. Customer Service Rep oversees various customer service initiatives throughout facility and acts as a liaison among patients, families, members/prospects, and employees, assists in answering all inquiries relating to facility visits, inbound calls, etc. and assists personnel in solving consumer related problems to ensure customer satisfaction. This person actively communicates knowledge concerning facility/system policy and procedures to maintain up-to-date information. The Customer Service Rep will investigate all customer/patient/member/prospect concerns and document customer service responses. This person maintains the highest level of professionalism and integrity at all times. This individual will handle all appointment scheduling and point of service sales for the facility. The Customer Service Rep is also responsible for greeting members by name and assisting leadership with member/patient retention. This role is versatile and assists various departments with other projects within the facility as needed. All Customer Service Reps are responsible for membership tours, sales and customer service. This role oversees account management including but not limited to corporate billing, employee and community membership, and all patient inquiries for the medical fitness programs. This individual actively promotes any specials and programs currently running in any Wellstar Fitness Centers. Must enjoy working with people and possess a friendly and outgoing personality..

Core Responsibilities and Essential Functions:

Front Desk Operations (essential duties) Greet and assist members, prospects, and guests with exceptional customer service. Prepares the facility for daily operations including but not limited to opening and counting POS system. Perform all daily closing procedures including but not limited to counting the POS drawer and creating bank deposit. Participation in special events as needed. Responsible for emergency codes, respond accordingly by paging all staff and following up with a phone call to emergency departments as needed. Manage and qualify appointments to support monthly sales quota (massage, personal training, aquatics, and nutrition) Answer all incoming calls to the facility and send to responsible party as needed. Maintain the facility email inbox and respond to all email inquiries as needed. Maintains office supply inventory and reports any items needed for ordering. Serves as the face of the facility providing all prospective clients a thorough tour of the facility covering all programs, classes, packages, and other ancillary benefits of membership. Establish new memberships to meet monthly membership revenue quota. Ensures all new member information (billing and personal) is correct and ready for processing. Meet conversion goals for online generated leads. Account management
- Process all membership changes including but not limited to cancellations, freezes, and rewrites
- Assist members in setting up MYiCLUB accounts for online account management
- Identify, resolve, and/or escalate any membership/billing issues to leadership
- Run monthly corporate billing report and create to send statements to corporate clients Acts as a liaison among patients, families, and employees
- Provides support to fitness center facility by giving directions, making phone calls, providing resources and other tasks as needed.
- Facilitates communication between providers and patients/prospects/members
- Maintain communications with providers and patient/member/prospect to communicate information and unusual problems regarding scheduling and other issues
- Translates or contacts the translation line/Medical Interpreter to assist non-English speaking customers.
- Monitors entrances of designated areas for unauthorized persons and notifies security of potential problems. Marketing, Sales and Facility Promotion
- Upsell ancillary services to all current and new members
- Educate members and prospects on current sales offerings
- Other duties as assigned for proshop, membership,