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Career Story: Membership Lead At A Fitness Center

Membership Lead At A Fitness Center

Job Title: Member Services Lead

Type of Company: I work for a hospital-owned fitness center that specializes in personalized exercise programs.

Education: BA, English, St. Andrews Presbyterian College (Laurinburg, NC)

Previous Experience: I was a medical transcriptionist and patient registration clerk for the hospital that opened up the fitness center I now work for.

Job Tasks: The fitness center where I work has 1200 members, of whom about 700 are active. Because we are open to the public, many different types of people come through our doors inquiring about membership. And, because we are medically based, many of these may have severe health problems, including diabetes, multiple sclerosis and Parkinson's disease, to name just a few. I oversee operations at the front desk of the fitness center. These operations can range from simply greeting members and guests to taking payments on accounts, scheduling appointments for various services, troubleshooting, giving callers information about membership options such as pricing and length of contract and giving tours of the facility. There is often an element of conflict resolution about the job. Because the front desk personnel are the first contacts a person makes when he arrives at the facility, they bear the brunt of the complaints. These complaints can range from the mundane to the meticulous. I need to be able to think on my feet, be creative and try to resolve any conflict in a way that results in member satisfaction without compromising the policies of the center.

Best and Worst Parts of the Job: The best parts of the job are the contact with the public, establishing relationships with members, greeting and speaking with people on a daily basis. Many members are retired or live alone and may not be as social as they once were, so their workouts at the center are an important part of their day.

The worst parts of the job are dealing with the same complaints daily which we cannot resolve to a member's satisfaction. It can also be difficult to be upbeat and "on stage".

Job Tips: Be sure to get training in conflict resolution. You must also be comfortable working with the public on a daily basis and making close personal contact with them. Be aware that no matter what kind of day you are having, you must consistently be friendly, personable and upbeat. You are the first contact for people so it is helpful to have experience in customer service.

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