Member Services Associate

The Member Services Associate is responsible for providing excellent customer service to members and guests at Cooper Fitness Center. Their primary role is to service members and guests in the fitness center in addition to supporting member events, member wellness program and the new member journey. Operational responsibilities are listed but not limited to the items listed below.

Hours: Monday through Friday, 40 hrs/wk, 7 a.m. - 4 p.m.

About Cooper Aerobics

Cooper Aerobics has been helping improve the quality and quantity of millions of lives through prevention since 1970. We inspire individuals to make good health a habit to live longer, healthier and more productive lives through our products and services.

• Cooper Clinic’s comprehensive physical exam gives patients an in-depth picture of their health and an action plan to improve it.
• Cooper Fitness Center is the fitness center of choice for members that belong to a healthy-living community, not just a gym.
• Cooper Spa helps bring life back in balance through relaxation and renewal services.
• Cooper Hotel & Conference Center provides guests easy access to all that Cooper Aerobics has to offer.
• Cooper Complete is a pure, potent vitamin and supplement line scientifically proven to improve well-being.
• Cooper Wellness Strategies takes the Cooper philosophies for individuals and transforms them to improve the physical and fiscal health of a company and its workforce.

Get Cooperized™

Essential Duties and Responsibilities:

Member Experience / Customer Service (20 hrs/week):

Provide exemplary customer service to members, guests, vendor, and fellow teammates.

• Maintain a positive attitude and contribute towards a quality work environment; including having a high level of teamwork and cooperation as well as strong communication.

• Have complete knowledge and understanding of all services and products while educating clientele in these areas.

• Respond to written feedback submitted by members to support their member journey and enhance member experience and club operations.

• Support the Member Services Team with management of the Member Loyalty Program

• Report directly to Member Services Manager and provide weekly feedback on customer experience and areas for improvement within operations.

• Attend all mandatory staff meetings and service related events.

• Follow all policies and procedures for Cooper Fitness Center as designated by the Service Manager and policy and procedures manual.

• Support the mission statement and core values.

Wellness Program (up to 5hrs/week)

• Assist to coordinate and run annual biometric screenings for CFC members: Blood Work, Balance, Functional Fitness, Cardiovascular Fitness, Body Composition, Well-Being Assessment.

• Assist in execution of monthly wellness education events (lectures, workshops, activities).

• Provide support to the Wellness Program Director as needed. Service Desk MOD (up to 15 hrs/week)

• Highly proficient in handling customer service requests and escalations

• Complete knowledge and understanding of services and products

• Reliable and punctual with no attendance issues

• Act as shift lead with Member Services Manager is not available

• Lead by example in enforcing CFC policies and procedures diplomatically

• Role model for team on customer service and first line in escalation scenarios