At Riverside, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our organization is running optimally and safely, helping keep the community healthy. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to succeed in our close-knit, safety-focused culture working together as a team. The careers we offer are meaningful because the work we do matters. Join us!
FTE: 1.000000
Shift: Days
Location: HEALTH FITNESS CENTER
Summary:
Position Title: Member Services Manager
Department: Member Services
Qualifications (Required education, experience, licensure/certification and required skills and abilities):
Bachelor's degree in business, marketing, hospitality and/or health care related field required, unless promoted from Member Services Associate or other position or in position at time of acquisition. Minimum 2 years supervisory experience required. Minimum 2 years of experience in sales or customer service required. CPR/AED certification required within 90 days of hire. 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 with a high level of organizational skills and efficiency. Proficient computer skills. Excellent sales, marketing, writing, presentation and tracking skills required.**This position is a contracted role with Riverside Health and Fitness Center. Incombuents to this role will be considered a Power Wellness employee.
Responsibilities:
Job Relationships
Reports to: Center Director, Operations Manager, or as designated
Supervises: Member Services, Massage, Pro Shop, Childcare and/or Sales Associates
Interrelationships: Members, guests, employees
Position Purpose/General Summary
The purpose of the Member Services Manager is to provide leadership and supervision to the Member Services, Massage, Pro Shop, Childcare and/or Sales departments.
Ensure that all departments are delivering an exceptional member experience, while providing the highest level of customer service to members, guests and prospects of the facility.
Essential Duties and Responsibilities
1. Provide leadership and supervision to supervisors, coordinators and associates in all managed departments.
2. Promote and effectively sell memberships and all ancillary services included but not limited to personal training, massage therapy, medically-integrated programs, and nutrition services.
3. Respond to member feedback with a high level of professionalism, demonstrate and provide customer service standards for all associates, and intervene with service recovery if conflicts and/or issues occur.
4. Work towards achieving established satisfaction survey metrics and provide coaching and direction to achieve threshold scores as it relates to member and guest satisfaction.
5. Assist Center Director with daily center operations and provide leadership in the absence of the Center Director.
6. Maintain knowledge of all events and activities being promoted within the center and assist with all center marketing as it relates to acquiring new memberships, member communication, promotion of ancillary services and retention.
7. Represent and promote the center in the community by attending and hosting events.
8. Have the ability to perform all the duties outlined in the Member Services Associate job description as needed.
9. Exercise discretion and independent judgement in providing leadership and center oversight for day-to-day operations across all departments as it relates to member, employee or facility-related issues that might arise.
10. Encourage employee professional growth through training, supervision, empowerment, continuous performance management and feedback.
11. Provide regular feedback, write and conduct interim and annual performance reviews.
12. Conduct regularly scheduled staff meetings.
13. Participate in management meetings and all-team meetings.
14. Assist with department work schedules and time cards.
15. Hiring and training associates in all managed departments.
16. Assist with development of department operating and capital budgets annually.
17. Work Manager on Duty shifts as assigned.
18. Maintain friendly, well trained and customer service oriented staff, and inter-department relationships.
19. Be proficient in all core business software as it relates to job duties and responsibilities.
20. Work towards meeting departmental and organizational goals.
21. The ability to be flexible and accommodating as it relates to center hours, work schedules and scheduling appointments for prospects and members.
22. Must meet all safety requirements and certifications necessary to perform job duties.
23. Demonstrate complete knowledge of emergency and safety procedures including the use of facility paging system and confidence in calling and communicating with EMS.
24. Participate in Company's HIPAA and related training.
25. Maintain a positive and professional demeanor during interactions and work related relationships with all persons at the center including but not limited to members, guests and employees as provided in the Employee Handbook at the time of hire.
26. Demonstrate Power Wellness Core Values & Beliefs.
27. Other duties as assigned.
Riverside Healthcare is revolutionizing care using leading-edge technology to diagnose and treat patients. We are ranked top in the nation for performance in neurosurgery, orthopedics, and heart surgery and have also been named one of the nation's 100 Top Hospitals by Truven Health Analytics seven times. Riverside is nationally recognized for our specialty programs in obstetrics, trauma, oncology, rehabilitation, geriatrics, occupational health, psychiatric services, and treatment of alcohol and chemical dependency, as well as patient safety. We combine innovation and convenience at state-of-the-art facilities located in communities throughout the greater Kankakee area.
Riverside Medical Center proves that truly progressive medicine is being delivered in Chicago's southwest suburbs and East Central Illinois. Join a team that is not only concerned with providing the best care possible but also with offering a work environment of advancement and growth. Riverside is a place that embraces a culture where opinions count and dedications is respected, where superior performance is rewarded with competitive salaries and excellent benefits.