Member Services Supervisor

Job Title:                Member Services Supervisor

Department:            Membership

Job Summary:             At Oxford Athletic Club, wellness is not a destination—it's a journey, and our team plays a vital role in inspiring that journey every day. As Pittsburgh’s premier destination for health, fitness, and community, we offer state-of-the-art fitness and aquatics, racquet sports, massage therapy, youth programs, and more.

Recognized nationally by the Health & Fitness Association for excellence, OAC is committed to creating experiences that empower every member to move, grow, and thrive. We believe in recognizing our employees, valuing their strengths, and supporting their growth at every stage of their career.

As a Member Services Supervisor at our club, you will play a crucial role in ensuring our members have a positive experience and continue their fitness journey with us. Your primary responsibility will be to build strong relationships with members, address their concerns, and implement strategies to improve retention. This role will be responsible for providing exceptional customer service to our members, handling administrative tasks related to membership, and managing billing questions and concerns efficiently and professionally.

Job Relationships :      Reports to: Membership Accounts Manager

Status:          Salary, Exempt

Member Engagement:

• Greet members warmly, assist with inquiries, and provide exceptional customer service.
• Establish rapport with members and serve as their go-to contact for gym-related issues or questions.

· Must attend a minimum of two member events per month.

Membership Administration:

• Process freeze forms, cancellation forms, and change forms in a timely manner using Club Management software.
• Handle membership upgrades and downgrades, ensuring proper documentation and communication with members.
• Implement strategies to save memberships during cancellation requests, addressing concerns and providing alternatives.
• Interact with members via email, phone, or in person to resolve membership or billing questions.
• Assist members in navigating administrative processes, ensuring a positive and supportive experience.
• Maintain detailed documentation of billing and membership-related procedures, including saved cancellations.

Retention Strategy:

• Develop and implement effective retention strategies to reduce member attrition.
• Analyze member feedback and data to identify trends and areas for improvement.

Problem Resolution:

• Address member concerns, complaints, and feedback promptly and professionally.
• Work with the leadership team to provide solutions and alternatives to resolve member complaints and incidents.
• Maintain accurate records of member interactions and feedback using CMS software.

Sales Initiatives:

In addition to customer service duties, the Member Services Supervisor will serve as backup support for the sales team when necessary.

• Provide engaging tours of the athletic club to prospective members.
• Highlight key features, amenities, and membership benefits during tours.
• Assist in converting leads into memberships.
• Track prospects using the Sales CRM system.

Qualifications:

• High school diploma or equivalent (bachelor’s degree in a related field preferred).
• Five years of customer service experience.
• Previous experience in customer service, preferably in the fitness industry.
• Strong interpersonal and communication skills.
• Strong attention to detail.
• Required attendance for the month-end close (last 3 days of the month)

Additional Responsibilities:

• Respond to Medallia surveys when the Member Experience Coordinator is out of the office.
• Organize and track guest passes and follow up with guests.
• Support sales prospecting and outreach efforts.
• Assist with collection calls and unpaid balance notifications.
• Complete miscellaneous administrative work as assigned.
• Participate in the Manager on Duty program.

FLSA Classification :              Exempt

Benefits:

Dental Insurance

· Vision Insurance

· Health Insurance

· Paid Time off

· 401(K) and matching

· Life Insurance

Salary Grade/Level: Full-time, $45,000-$50,000 per year