Customer Service Representative (Motivator)

About This Role

This Customer Service Representative role, known as a Motivator, is crucial to the success of GoodLife Fitness Clubs. The Motivator is often the first point of contact for members and potential members, responsible for creating a welcoming, clean, and safe environment to help them achieve their fitness goals. The role involves being a front desk expert, assisting and supporting members to ensure a positive and engaging experience.

Responsibilities

• Be pleasant and present with every greeting and interaction
• Greet members as they come into the Club and check them in for their workout
• Greet potential members with appointments or walk-ins and direct them accordingly
• Properly and efficiently handle incoming calls from members and potential members, including answering within three rings and taking messages or booking appointments
• Assist members on the floor with questions about FitFix and Cardio machines
• Possess in-depth knowledge regarding memberships and all Club services and amenities, and be able to sell these products when opportunities arise
• Assist members by possessing in-depth knowledge of all systems to efficiently answer questions, resolve issues or concerns, make updates to information, sell memberships, services, products, and amenities
• Handle comments, suggestions, and concerns in a courteous and professional manner
• Provide Fit-Fix Starter sessions for new and current members
• Complete Club runs and cleaning tasks as required to maintain cleanliness standards
• Complete any other tasks required to provide an exceptional experience for members and guests
• Complete any required learning and attend all monthly meetings

Requirements

• CPR-A & AED Certification
• Smart Tan certified within 3 months of employment
• Interpersonal savvy: relates well to all kinds of people, builds appropriate rapport, builds constructive and effective relationships, uses diplomacy and tact, can diffuse high-tension situations comfortably
• Customer focus: dedicated to meeting expectations and requirements of internal and external customers, gets first-hand customer information and uses it for improvements, acts with customers in mind, establishes and maintains effective relationships with customers and gains their trust and respect
• Team contribution: helpful to the rest of the team/other teams, volunteers to help others succeed, a model of sharing, caring, and cooperation
• Approachability: easy to approach and talk to, warm, pleasant and gracious, puts others at ease, sensitive to and patient with interpersonal anxieties of others, builds rapport well and is a good listener
• Knowledge of the fitness industry
• Excellent written and verbal communication skills