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Full Time Membership Retention Specialist

The Denver Athletic Club

This is a Contract position in Spokane, WA posted September 3, 2021.

The Denver Athletic Club is actively seeking a Membership Retention Specialist to assist the Membership team with communication with members, compiling reports and problem solving.The Denver Athletic Club is a premier, private athletic club located in the heart of downtown Denver.The Retention Specialist provides enthusiastic, high quality service, including but not limited to greeting each person by name, displaying active listening skills, connecting members with others and engaging them through positive interactions, relationship-building and exceptional member service.

The position may be responsible for internal/external member communication, event planning and implementation and data management.

Member Retention Specialist is responsible for assigned member engagement duties and retention strategies for all new members, which includes problem-solving and follow-through as needed.

This position may also assist with some aspects of the Member Service/Desk areas.This position will pay an annual salary of at least $31,000 per year, plus commissions and bonuses.Job Summary:The primary responsibility of a Retention Specialist is communicating directly with members who have issues with the organization.Communicates with members in a multitude of ways to increase loyalty and retain their business.

This title can encompass several different roles depending on current resignation trends.

A Retention Specialist should be effective at both conflict resolution and problem-solving.This role requires significant communication skills.

Retention Specialists tend to speak with members over the phone or in-person, and often need to use given “tools” to quickly devise solutions to problems they are presented with.Job Requirements:Developing new retention concepts and awareness of growth initiatives while focusing on retention staples.

(i.e.

birthday calls/emails, 30,60,90 day check-ins on Club usage, Club spend patterns, usage patterns, behavior models, etc.) Utilizing member resignation data, collecting results and contributing to retention efforts and assisting the membership sales team, along with collaborating with various departments.Gathering information related to member complaints.

This will allow a Retention Specialist to begin devising solutions and supports ongoing DAC improvement efforts.

In this aspect of the role, the Retention Specialist will ask a series of questions related to the initial complaint, taking notes and asking follow-up questions to gain a complete picture of the issue at hand.

Negotiating directly with members to ensure their loyalty.

A member may also make a request that the Retention Specialist then needs to present to the Director of Membership.

They may then present an alternative offer to the member to attempt to find a mutually beneficial solution.

This aspect of the role requires the Retention Specialist to balance the DAC’s desire to keep the member with the potential revenue that the member represents and the costs associated with retaining them.Providing reports to the Director of Membership to highlight their activities.

These reports may include detailed information related to member interactions, an outline of steps taken to arrive at a solution, and the outcome of any conversations.

Additionally, the Retention Specialist may need to compile these reports monthly or quarterly to help with The DAC’s retention improvement plan.Retention Specialist will be empowered to know the members well, and given the resources to engage members on several levels to ensure a high level of Club usage and loyalty.

Job Qualifications:Minimum 18 years of age is required.High School diploma, or its equivalent, is required (Associates Degree preferred) and/or minimum 2-3 years related work experience (customer service, communications or related area).Computer proficiency is required and must have the ability to use standard word processing and Club software programs.Maturity and good judgment along with excellent interpersonal skills needed, as well as a high level of organization, tact and integrity is essential.Exceptional communications skills required including the ability to learn and display telephone skills.Ability to manage diverse situations in a Club environment.A proven record of multi-tasking and cooperation with the ability to stay focused during detailed tasks.Applicants must be willing to undergo a pre-employment background check and drug screen.The Denver Athletic Club is an equal opportunity employer.Please apply online as we do not accept applications at our location.

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