Job Description:

The Customer Care Manager at Method Room plays a crucial role in ensuring an exceptional client experience by managing member communications, addressing client concerns, and streamlining customer service processes. This role requires strong problem-solving skills, a proactive approach to client engagement, and the ability to maintain a welcoming and professional environment for all members.

This position requires a commitment of 14-20 hours per week, with availability on Saturday mornings.

Key Responsibilities:

1. Client Relations & Communication

• Serve as the primary point of contact for client inquiries, feedback, and concerns.

• Respond to emails, calls, and direct messages in a timely and professional manner.

• Address membership questions, billing concerns, and class scheduling issues.

• Notify clients of any outstanding balances and assist in resolving payment issues.

• Maintain positive relationships with members to foster long-term retention.

2. Membership & Billing Management

• Oversee membership sign-ups, renewals, freezes, and cancellations.

• Monitor account balances and ensure late fees or cancellations are properly processed.

• Work closely with the studio's payment system to manage auto-payments and troubleshoot failed transactions.

3. Class Attendance & Policy Enforcement

• Track no-shows and late cancellations, ensuring proper enforcement of policies.

• Communicate with clients regarding attendance-related fees and class policies.

• Ensure instructors are informed of any client-specific concerns or accommodations.

4. Customer Experience & Retention

• Collect and analyze client feedback to improve the studio experience.

• Implement strategies to enhance client retention and satisfaction.

• Work with the marketing team to communicate promotions, studio updates, and events.

5. Studio Operations Support

• Assist in managing front desk operations when needed.

• Maintain accurate client records in the booking system.

• Support the team in planning and executing member appreciation events and special promotions.

Required Skills & Qualifications:

• Strong interpersonal and communication skills.

• Excellent organizational and problem-solving abilities.

• Experience in customer service or client relations, preferably in the fitness or wellness industry.

• Proficiency in scheduling and payment management software (e.g., Mindbody, Mariana Tek, or similar).

• Ability to handle conflict resolution and provide solutions with a customer-first approach.

Preferred Experience:

• Previous experience in a fitness studio, wellness center, or membership-based business.

• Familiarity with Pilates, boutique fitness, or client engagement best practices.