Service Specialist

Member Service Specialist

As a Member Service Specialist (MSS) at YouFit Gyms, your role is to create an outstanding experience for every member and guest. You are the first point of contact, setting the tone with a welcoming attitude and top-tier customer service. Your primary focus is engaging with members, answering their questions, and ensuring smooth check-ins and transactions. In addition to assisting with memberships, you play a key role in supporting retention efforts and ensuring gym policies are upheld. Your ability to build strong connections and maintain a positive environment makes you an essential part of the YouFit team.

At YouFit, we believe in rewarding our team members for their dedication and hard work. Our compensation structure is designed to recognize and incentivize performance while providing stability and growth opportunities within our organization. YouFit offers compensation packages that are competitive in the industry. These packages typically include base pay, along with opportunities for additional earnings through commissions and/or bonuses.

What You'll Do:

• Deliver exceptional customer service by greeting members, guests, and prospects warmly to create a welcoming environment.
• Manage member check-ins by ensuring smooth entry, verifying account status, and addressing any alerts.
• Answer phone calls and assist members by providing accurate information, assisting with inquiries, and directing calls as needed.
• Handle account management and billing by assisting members with account updates, payment processing, and past-due balances.
• Support retention efforts by engaging with members considering cancellations and offering solutions to retain them.
• Process transactions and manage the cash drawer by handling retail purchases, guest passes, and payments while maintaining cash-handling accuracy.
• Enforce gym policies and maintain standards by ensuring a safe and respectful environment by upholding club rules and guidelines.
• Perform opening and closing duties by following established procedures to prepare the facility for members.
• Assist with gym cleanliness by helping maintain a clean and organized front desk and facility as needed.
• Create an engaging gym experience by welcoming prospects, understanding their fitness needs, introducing them to the facility, and guiding them through the membership options.

What We're Looking For:

• Must be at least 18 years of age.
• Proficient in reading, speaking, and writing in English. Fluency in multiple languages is favored.
• Availability to work flexible hours, including mornings, evenings, weekends, and holidays as needed.
• Strong customer service skills with the ability to engage positively with members, guests, and prospects.
• Ability to multitask and stay organized in a fast-paced environment.
• Basic proficiency in handling transactions, balancing a cash drawer, and following cash-handling procedures.
• Ability to enforce gym policies professionally and resolve member concerns effectively.
• Basic computer skills for processing check-ins, updating accounts, and managing member interactions.
• A team-oriented mindset with a proactive approach to problem-solving and service excellence.

Physical Demands:

• This is an active role requiring frequent bending, stooping, and lifting up to 50 pounds.

YouFit Gyms provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.