Coordinator Member/ Customer Services
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Customer Service
Location 18938, New Hope, Pennsylvania, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24
Cornerstone Clubs in New Hope is looking for a Coordinator for our Member Services (Customer Services) Team. This position is a full-time position leading our front desk staff. We are a dynamic health Club looking for a team member who has a passion for health and physical fitness.
Cornerstone offers competitive vacation, medical, dental, 401K and supplemental insurance benefits.
Job Description: Includes but is not limited to:

Keep the Member Services desk at the New Hope location appropriately and efficiently staffed during operating hours and ensure that a master schedule is maintained with an appropriate shift coverage process. Our facility is open seven days a week, 363 days per year.
Ensure that all Member Services staff are trained to meet or exceed Cornerstones standards of customer service excellence and continue to do all of their required tasks. Serve as a role model and mentor for the member service team by displaying the highest level of customer service.
Work with the General Manager to solve any staff members and member concerns or customer service issues.
Maintain a consistent form of communication with all Member Service staff in communication binder, staff contact list, program book, Outlook, company web and other forms of internal staff communication modalities.
Knowledge of Cornerstone Health and Fitness knowledge of the facility, Jonas Club Software, programs, classes, workshops and benefits of membership at all Cornerstone Clubs locations. This includes over seeing the enrolling process for special members programs
Responsible in helping to maintain the retention percentage and length of time average of our members via superior customer service and membership experience.
Develop and maintain a positive relationship with the Member Engagement Director and discuss sales and tracking topics on an on-going basis. The goal is to maintain total consistency in the welcome process of members, phone inquiries, tours and the member enrollment process at all times.
Maintain all staff files and ensure that all staff reviews are completed in a timely manner. Handle all departmental staff documentation, warnings and employee terminations when necessary with the support of the General Manager.
Ensure that the entrance, lobby, and member services area are well organized, clean and presentable to all members and staff on a daily basis.
Maintain training and staff policy and procedure updates on an as needed basis.
Other duties as needed.

This position is classified as a "working" leadership position and will be required to schedule themselves into shifts working the Member Services front desk. Cornerstone is open most days 5am-9pm and staffing at the Member Services front desk is required at all times. This position must have the flexibility to meet/work, on an "as needed" basis, early mornings, days, evenings and weekends in order to effectively train and oversee staff.

2-3 years of leadership level experience in customer service.
Minimum 3 years of experience in the customer services field OR in membership service with related health club/wellness experience.
Demonstrated customer service excellence and enthusiastic attitude.
CPR Certification
Excellent written and verbal communication skills. Must be able to effectively communicate both in person and on the telephone.
Must be able to multi-task and have strong organizational skills.
Proven ability to provide high quality customer service.
Proficiency with industry standard word processing, spreadsheet, database, graphics, and presentation applications.
Ability to multi-task, work independently and with a team, and perform detail-oriented functions.
Professional and enthusiastic attitude. Ability to problem-solve, and make key decisions.

Physical Requirements: Stand entire shift (from 4-8 hours per day). Sit majority of the shift (2-6 hours per day depending on schedule). Bending, stooping, climbing, squatting and reaching below knees and overhead for up to 2 hours per shift.