Member Care Specialist

Company: Hair Club
Location: Albany
Posted on: March 18, 2023

Job Description:

MAJOR RESPONSIBLITIES:Member Experience: Proactively engage with past, potential and current members to schedule appointments, enter and maintain member service history, and collaborate with the team for member follow up to ensure service satisfaction. Upholds HairClub's service commitment for membership satisfaction by following company guidelines, policies and procedures. Recommends member experience improvements to leadership team to continually evolve member satisfactionSales Excellence: Achieve and grow lifetime members by managing the membership experience and ensures members understand membership benefits. Recommends membership enhancements, retail opportunities and increase memberships through renewal of benefits, performing past-member outreach and fee management activitiesOperational Excellence: Ensures compliance standards of HairClub facilities to secure operational safety and effectiveness. Maintains documents, policies and procedures in accordance with company standards to include; cash handling, inventory management, member agreements and exceed facility appearance standardsTeam Collaboration: Builds professional relationships and communicates effectively virtually and in person. Able to adjust communication style in the moment to create a collaborative and cohesive working environment Perform other reasonable duties as assignedQUALIFICATIONS:At least one (1) year previous guest service experiencePoint of sale system and other business software experienceEfficient with all Microsoft programsKEY COMPETENCIES: Member Experience: Hyper-focused on exceptional member experience with a strong level of service commitment.Interpersonal Skills: Professional, friendly and outgoing communicator who effectively flexes communication style with other people. Able to reach and stimulate others while being aware and responsive to their needs and interestsAction Oriented: Work independently and self-motivated. Able to seek opportunities vs. problems. Able to work under time constraints and pressureDemonstrates Self-Awareness: Maintains a professional image and manages personal brand effectivelyWORKING CONDITIONS:Office/Salon environmentRequired to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive readingSitting stationary for long periods of timeKeyboarding: entering text and/or data into a computerRequires working with computer systemsMay require light lifting

Keywords: Hair Club, Albany , Member Care Specialist, Other , Albany, New York