Member Retention Specialist

Hand & Stone - Fort Lauderdale

Fort Lauderdale, FL

$15 Hourly
Vision , Medical , Retirement
Full-Time

Job Description

Benefits:

401(k)
Bonus based on performance
Employee discounts
Flexible schedule
Health insurance
Opportunity for advancement
Training & development
Vision insurance

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.