Who is a Member Support Specialist?

As an integral member of the team, the Member Support Specialist has expansive knowledge about GoodLife Fitness and all of its programs and services. This position has a passion for helping others and is responsible for delivering a high level of service in our Member Support Contact Centre that operates a 24/7 schedule. This includes all communication through various channels, including but not limited to our Inbound Call Centre, Live Chat, and Email.

What will you be doing?

• Responds to and answers a wide variety of inquiries and communications through our Contact Centre in a prompt, courteous, and professional manner
• Achieves set targets and quality measurements
• Problem solves and gathers necessary information
• Formulates and proposes a resolution
• Deals with conflict and escalated interactions in a polite manner
• Provides accurate information real time, including follow up when required
• Accurately and proficiently inputs data and information pertaining to the inquiry for record keeping and documentation
• Completes and facilitates changes and adjustments within a variety of systems based on nature of the inquiry
• Clearly and concisely summarizes each interaction
• Supports and has full knowledge of all GoodLife programs and services, including GoodLife policies and procedures, be aware of Critical response items and inform members as needed
• Keeps apprised of updates and changes in order to provide accurate and current information by utilizing quick links, shared document folders, scripts, team communications, GoodLife’s intranet/internet etc.

Do you have what it takes?

• High School Diploma
• Previous success in a contact centre or customer service role
• Success in reaching goals and expectations in previous roles while maintaining high quality of work
• Consistent peak attitude with an interest in promoting the GoodLife Culture
• Drive to achieve results and persevere
• Time management and organizational skills
• Excellent written and verbal communication skills
• Familiarity with computer systems, including Microsoft Office and able to troubleshoot basic operational issues
• Ability to work under minimal supervision

What's in it for you?

• Ongoing training and development to ensure a long and successful career path
• Career advancement opportunities
• Competitive Total Rewards Package
• FREE Fitness membership
• Fun and energetic atmosphere to come to every day!

Diversity and Inclusion

At GoodLife Fitness, we are committed to fostering an inclusive, accessible environment, where all employees and members feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. We are committed to meeting the accessibility needs of persons with disabilities in a manner that respects their dignity and that is equitable. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.


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