Job description

Position Purpose:
The Membership Retention Specialist is responsible for activities related to strengthening customer relationships through member education relative to our Lifestyle Program. Responds to member account change requests and minimize cancellations.

• Acts as local resource and advocate for Lifestyle Program members.
• Negotiates with Lifestyle Program members to retain their business.
• Communicating with customers and sales representatives.
• Analyzing customer behavior.
• Gathering information about customer complaints.
• Developing aggressive retention strategies based on customer feedback.

• Responds to escalated member issues and attempts resolution to enhance member experience and minimize cancellations.
• Assists members with special circumstances.

• Meeting with the sales team to propose customer retention solutions.
• Building positive relationships with customers and associates.
• Manage active membership base.
• Provides management with statistical data regarding member issues and reports.
• Collect overdue accounts and follow up with membership cancellation requests.

• Maintain good record keeping on all communications with members.
• Book appointments for members and provide treatment recommendations based on member's needs.
• Conducts new member orientation meetings to integrate new members into Lifestyle program.

• Provides education to existing and new members in person, over the telephone and through member meetings and other community outreach activities.
• May promote the Lifestyle Program in the community and participate in various public relations opportunities.
• Assists with membership change applications and ensures all necessary paperwork is completed and records are maintained.

• Tracks and documents all member interactions, analyzes the associated data and makes recommendations to management to improve the customer experience.

• Prepares reports from contact data regarding member retention activities and results in order to identify positive and adverse trends.

• Participates in interdepartmental discussions and planning to evaluate procedures and processes and achieve company goals.

• Performs other duties as assigned.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Work Location: One location

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