<p>Benefits:</p> <ul> <li>401(k) </li><li>Bonus based on performance </li><li>Employee discounts </li><li>Flexible schedule </li><li>Health insurance </li><li>Opportunity for advancement </li><li>Training & development </li><li>Vision insurance </li></ul> <p>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.</p> <ul> <li>Acts as local resource and advocate for Lifestyle Program members. </li><li>Negotiates with Lifestyle Program members to retain their business. </li><li>Communicating with customers and sales representatives. </li><li>Analyzing customer behavior. </li><li>Gathering information about customer complaints. </li><li>Developing aggressive retention strategies based on customer feedback. </li><li>Responds to escalated member issues and attempts resolution to enhance member experience and minimize cancellations. </li><li>Assists members with special circumstances. </li><li>Meeting with the sales team to propose customer retention solutions. </li><li>Building positive relationships with customers and associates. </li><li>Manage active membership base. </li><li>Provides management with statistical data regarding member issues and reports. </li><li>Collect overdue accounts and follow up with membership cancellation requests. </li><li>Maintain good record keeping on all communications with members. </li><li>Book appointments for members and provide treatment recommendations based on member's needs. </li><li>Conducts new member orientation meetings to integrate new members into Lifestyle program. </li><li>Provides education to existing and new members in person, over the telephone and through member meetings and other community outreach activities. </li><li>May promote the Lifestyle Program in the community and participate in various public relations opportunities. </li><li>Assists with membership change applications and ensures all necessary paperwork is completed and records are maintained. </li><li>Tracks and documents all member interactions, analyzes the associated data and makes recommendations to management to improve the customer experience. </li><li>Prepares reports from contact data regarding member retention activities and results in order to identify positive and adverse trends. </li><li>Participates in interdepartmental discussions and planning to evaluate procedures and processes and achieve company goals. </li><li>Performs other duties as assigned. </li></ul>