Customer Service Representative (Motivator)

About This Role

Customer Service Representatives, known as Motivators, are crucial to the success of GoodLife Fitness Clubs. This role involves being the first point of contact for members and potential members, creating a welcoming, clean, and safe environment to help them achieve their fitness goals. Motivators act as front desk experts, 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 member 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
• Must be Smart Tan certified within 3 months of employment
• Interpersonal Savvy: Relates well to all kinds of people, builds appropriate rapport, uses diplomacy and tact, and can diffuse high-tension situations comfortably
• Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers, uses first-hand customer information for improvements, acts with customers in mind, and maintains effective relationships
• Team Contribution: Always helpful to the rest of the team, volunteers to help others succeed, and is a model of sharing, caring, and cooperation
• Approachability: Easy to approach and talk to, warm, pleasant, gracious, puts others at ease, sensitive and patient with interpersonal anxieties, builds rapport well, and is a good listener
• Knowledge of the fitness industry
• Excellent written and verbal communication skills
• Superior customer service skills; ability to fully understand and embrace company culture