Customer Relations Officer
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Key skills for this role
Role Overview
The Customer Relations Officer supports a superior experience for club members through relationship building, personalized service, issue resolution, and retention activities.
Key Skills for This Role
Full Job Posting
Role Overview
The Customer Relations Officer supports a superior experience for club members through relationship building, personalized service, issue resolution, and retention activities.
Member Engagement and Support
- Serve as the primary point of contact for member questions, concerns, and feedback.
- Greet members and provide personalized assistance.
- Promote membership upgrades, class bookings, and premium services.
Complaint Resolution
- Handle complaints and resolve issues promptly, escalating to management when necessary.
- Follow up to ensure issues are resolved to the member’s satisfaction.
Membership Management
- Assist with member onboarding, renewals, cancellations, and account management.
- Maintain accurate member records and protect data privacy and security.
Collaboration and Promotions
- Coordinate member services with sales, wellness, and operations teams.
- Support marketing initiatives by promoting events, offers, and programs.
- Conduct guided tours for prospective members and highlight club amenities and services.
Member Retention
- Recommend personalized services to enhance the member experience.
- Build relationships around member wellness goals and support engagement and retention.
- Identify at-risk members and implement strategies to improve their experience.
Requirements
- Ability to address member questions, concerns, and feedback with professionalism and empathy.
- Ability to resolve member issues promptly and follow up through resolution.
- Ability to maintain accurate member records while protecting data privacy and security.
- Ability to build member relationships and support engagement and retention.
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