Member Services Supervisor

Position Title: Member Services Supervisor
Location: The Health and Fitness Center at Washtenaw Community College
Type: Part Time Plus (Benefit Eligible)

Summary: 
Join our team of full time and part time staff at The Health and Fitness Center at Washtenaw Community College. Our facility is managed by Power Wellness Management, a company that specializes in managing state-of-the-art medically integrated health and fitness centers. Power Wellness is a medical fitness industry pioneer who improves the lives of clients with a unique and customized approach to medical fitness center development and management. Their turnkey method takes away the stress of the development and management process allowing clients to focus on other areas of their business. 

The Member Services Supervisor is responsible for providing supervision to the member service associates. The Supervisor ensures that Member Services Associates are providing the highest level of customer service to members, guests and prospects of the facility as well as membership information, enrollment procedures, ongoing customer satisfaction and membership recruitment and retention. 

Essential Duties and Responsibilities: 
1. Provide supervision and oversight to Member Services Associates as it relates to all interactions at the service desk as outlined in the Member Services Associate job description. 
2. Work towards achieving established satisfaction survey metrics and provide coaching and direction to achieve threshold scores as it relates to member and guest satisfaction. 
3. Maintain knowledge of all events and activities within the center as it relates to member communication, promotion and ancillary services and retention. 
4. Have the ability to perform all the duties outlined in the Member Services Associate job description as needed. 
5. Provide regular feedback, write and conduct interim and annual performance reviews. 
6. Assist with department work schedules and time cards. 
7. Assist with hiring and training all Member Services Associates. 
8. Work Manager on Duty shifts as assigned. 
9. Maintain friendly, well trained and customer service oriented staff, and inter-department relationships. 
10. Work towards meeting departmental and organizational goals. 
11. The ability to be flexible and accommodating as it relates to center hours, work schedules and scheduling appointments for prospects and members. 
12. Other duties as assigned. 

Qualifications: 
• High School diploma or GED required. 
• Bachelor’s degree and/or Associates degree or equivalent from a two-year college preferred. 
• Excellent sales, marketing, writing, presentation and tracking skills required. 
• Must be able to stand for length of shift (generally 3-6 hours at a time). 
• Minimum 2 years of experience in sales, marketing and/or customer service preferred. 
• Minimum 2 years supervisory experience preferred. 
• CPR/AED certification required within 90 days of hire (provided by Power Wellness) 
• Must possess excellent inter-personal and communication skills, and the ability to work with members in a positive, service based manner. 
• Ability to multi-task and maintain a controlled and professional demeanor. 
• Proficient computer skills.