Role: Client Care & Membership Engagement Coordinator
NYC-Based, 10-15 hours per week
Role Overview
The Client Care & Membership Engagement Coordinator completes organizational and management tasks that support our client experience. The successful candidate will create a friendly and personal experience for our clients in every interaction.
Role Site
The Coordinator will be based in the NYC area and will perform their tasks both at the front desk of the studio and remotely.
Client Care Responsibilities
- Respond and resolve all client issues via email, phone and SMS
- Manage membership accounts, including onboarding, cancellations and freezes
- Direct any inquiries via email and phone to the responsible party
- Manage donations, gift certificates and other personalized purchases
- Follow up on failed payments and ensure that membership list is current
- Conduct Active & Fit Direct monthly reporting
- Individually charge or email for NYC No-Show fee
- Deliver client communications if there are cancelled classes, time changes, etc. (“2nd line in the phone tree”)
- Monitor Momence to respond to client needs
Membership Engagement Responsibilities
- Update the New Student Tracking spreadsheet during each shift
- Call, email, and text current and prospective clients with the aim of converting them to memberships and/or class cards
- Discuss with clients membership options and other aspects of attending classes
- Secure membership commitments from current and prospective clients
- Attend weekly meetings with the Creative and Business Directors to assess progress
- Ability to keep to a schedule and work toward key progress indicators for membership goals
Desk Work
Work at the front desk (minimum 2 days per week) to engage and connect with the studio community
Qualifications
- Proficient in Google Suite and able to quickly learn studio software platforms
- Excellent verbal and written communication skills
- Able to manage time effectively and efficiently
- Highly organized and able to multitask while being self-directed and able to work without supervision
- Friendly, personable, and solutions-oriented and able to manage time effectively and efficiently
- Enjoys practicing yoga and is passionate about health and wellness
