What are the responsibilities and job description for the Member Retention Specialist position at Hand & Stone - Fort Lauderdale?
Job Description
Job Description
Benefits :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.
