Job Summary

The Customer Service Representative is the primary point of contact between the club and its members. This role ensures a service-driven, member-focused culture by actively listening to member needs, coordinating timely follow-up, and maintaining a consistently positive experience across all communication channels.

I. Duties and Responsibilities

Member Communication & Support

• Serve as the first point of contact for members across all communication channels in person, by phone, and via digital platforms.
• Listen attentively to member feedback, concerns, and requests, ensuring every interaction is handled with empathy, professionalism, and a genuine desire to help.
• Handle member complaints, feedback, and experience-related cases with composure and a solution-oriented mindset.
• Cover member inquiries when the relevant team member is unavailable, ensuring no member concern goes unaddressed.

Follow-Up & Member Satisfaction

• Proactively reach out to members to check in on their experience, particularly at key moments in their membership journey.
• Follow up after reported issues to confirm resolution and ensure the member's satisfaction has been restored.
• Escalate unresolved or recurring concerns to the appropriate team member or manager with full context and documentation.
• Coordinate with the administrator and follow up with members who have due payments

Feedback Monitoring & Reporting

• Document all member interactions and feedback in the designated system to ensure accurate tracking and accountability.
• Monitor feedback patterns over time, identifying recurring themes and translating them into actionable insights.
• Prepare periodic feedback summaries and contribute to team discussions on service improvement.
• Conduct member satisfaction surveys periodically to gather structured feedback on the overall gym experience.

Team Contribution & Service Culture

• Foster a member-centric mindset across the team through daily interactions, coaching, and knowledge sharing.
• Share member compliments and positive feedback to reinforce service standards and build team morale.
• Propose service training topics and process improvements based on real interaction patterns.
• Collaborate closely with the Administrator, interchanging roles when operational needs require it.

II. Required Competencies

• Empathy & Patience: The ability to remain calm, kind, and composed particularly when handling frustration, complaints, or sensitive member situations.
• Customer Centricity: A genuine mindset and drive to continuously understand member needs, expectations, and shifts in behavior.
• Communication & Problem Solving: The ability to convey information clearly and concisely both verbally and non-verbally in a way that prevents issues from escalating and resolves them efficiently when they do.
• Accountability: Owning every interaction from start to finish ensuring nothing is left open, undocumented, or unresolved without a clear next step.
• Teamwork: A collaborative instinct that recognizes the CSR's role as part of a wider service team not a standalone function.
• Creativity & Adaptability: The ability to handle unexpected situations, adjust communication style to different member personalities, and find solutions that the standard script doesn't cover.

This job description is a guide to the nature of the work and is not an exhaustive list of duties. The post-holder will be expected to adapt to the changing needs of the business and perform other duties as reasonably requested.

Desired Candidate Profile

II. Required Competencies

• Empathy & Patience: The ability to remain calm, kind, and composed particularly when handling frustration, complaints, or sensitive member situations.
• Customer Centricity: A genuine mindset and drive to continuously understand member needs, expectations, and shifts in behavior.
• Communication & Problem Solving: The ability to convey information clearly and concisely both verbally and non-verbally in a way that prevents issues from escalating and resolves them efficiently when they do.
• Accountability: Owning every interaction from start to finish ensuring nothing is left open, undocumented, or unresolved without a clear next step.
• Teamwork: A collaborative instinct that recognizes the CSR's role as part of a wider service team not a standalone function.
• Creativity & Adaptability: The ability to handle unexpected situations, adjust communication style to different member personalities, and find solutions that the standard script doesn't cover.