Customer Service Officer

Role Overview

The Customer Service Officer (CSO) serves as the primary representative of the fitness center, ensuring an excellent experience for both new and existing members. The CSO's duties span managing memberships, addressing visitor inquiries, resolving issues promptly, and upholding a welcoming and hygienic environment to maintain the facility's reputation as "Always New" with a "Happy to Help" spirit.

Key Responsibilities

• Conduct comprehensive tours for prospective members, showcasing the center's amenities.
• Welcome and guide new visitors by providing facility tours, introducing trainers, and facilitating trial sessions.
• Adhere to learning management system protocols and improve trial-to-membership conversion rates (CH-BT%).
• Engage with members to follow up on expired or inactive memberships to encourage renewals.
• Maintain high renewal percentages and gather member feedback to boost Net Promoter Score (NPS) and overall satisfaction.
• Resolve member queries and concerns effectively while collecting feedback and escalating when necessary.
• Ensure compliance with safety guidelines, documentation processes, and checklist adherence, including Wooqer reporting.
• Monitor facility and equipment cleanliness, report maintenance issues through ticketing systems, and track resolution times.
• Guarantee timely opening and seamless daily operations of the gym, including managing member check-ins.
• Address complaints and conflicts related to memberships, equipment, or facility issues, aiming for successful resolutions.
• Follow fire, safety, and compliance protocols strictly, including timely injury reporting and staff training completion.
• Perform daily operational tasks such as opening the gym, engaging members, managing sales and renewals, updating records, handling peak hour challenges, and closing duties to ensure safety and cleanliness.

Performance Metrics

• Membership trial-to-conversion rates and renewal percentages.
• Net Promoter Score indicating member satisfaction.
• Compliance scores for checklist completion and safety audits.
• Facility maintenance tracking via ticket open rates and SLA breaches.
• Timely gym opening and attendance consistency.
• Escalation rates and class cancellation frequencies due to facility issues.
• Adherence to safety training and injury reporting timelines.