Member Services Representative
About The Position
The Member Services Representative plans and carries out daily sales, prospecting, member integration, and retention activities while providing a premium experience to prospective members, guests, and current members. The role uses GymSales calendars and resources to organize priorities, track outreach, manage leads, and coordinate appointments. Prospecting is a major focus, with expectations for at least 50 quality connections per day and 25 phone calls with a spoke-to or voicemail outcome logged per day. Representatives are expected to build appointments, conduct tours and presentations, and work toward stated booking and closing targets. The representative also builds relationships with current and potential Corporate, Partner, and Wellness accounts; generates leads through community networking, referrals, and local partnerships; and connects new members with club programs and resources to support retention. Responsibilities may extend across club operations through the Manager on Duty program, with duties varying by club and operational needs. This is a salaried position with performance-based compensation and a scheduled shift that will vary. It is not a 40-hour work week; employees may need to arrive early or stay late to meet goals and contribute to club operations. The role includes ongoing collaboration, training, meetings, and professional development.
Requirements
- College degree is ideal but not required.
- Meet prospecting expectations of at least 50 quality connections per day and at least 25 phone calls with a spoke-to or voicemail outcome logged per day.
- Be able to work a variable scheduled shift and, when needed, arrive early or stay late; the posting states this is not a 40-hour work week.
- Complete Manager on Duty WOW Training and meet club MOD expectations.
Responsibilities
- Plan daily work and the following day, time-blocking responsibilities around shifts, appointments, meetings, Manager on Duty shifts, and weekend schedules.
- Use the GymSales task calendar, Road to Success, and monthly task calendar to prioritize work.
- Prospect and conduct at least 50 quality connections per day through calls, texts, in-person conversations, and personalized emails; log at least 25 daily phone calls with a spoke-to or voicemail outcome.
- Use genuine, creative, personalized communication aligned with a personal brand.
- Schedule sufficient appointments to meet or exceed sales goals, and target booking 75% of telephone inquiries and web leads.
- Confirm appointments no more than 24 hours in advance.
- Generate leads and enter all leads into GymSales.
- Connect with current Corporate, Partner, and Wellness accounts using club resources and outreach plans, ensuring organizations have current information and sufficient guest passes.
- Develop relationships with new potential Corporate, Partner, and Wellness accounts in the community.
- Promote Business Spotlight and WAC Perks to cross-promote local businesses and create partnerships.
- Identify community groups and events that can generate leads and positively affect the community.
- Generate referrals by providing a premium experience and explaining guest policies, referral rewards, and guest passes.
- Connect members with retention resources, including Fit Start, WAC Fit, and Fit Refresh.
- Book Fit Sessions at point of sale and complete thorough GymSales join notes for handoff to the Fitness team.
- Educate members about WAC apps and the website, and provide a premium experience to members and guests.
- Meet with potential members before tours to learn about their goals and interests and tailor the tour accordingly.
- Conduct club presentations and tours for potential members and guests, targeting a 70% closing rate for appointments and walk-ins.
- Consistently shop competitors and keep presentation materials prepared for members and guests.
- Complete Manager on Duty WOW Training and meet club-specific MOD expectations, assisting with areas such as Fitness, Group Fitness, Front Desk, Operations, and Kids Clubhouse as needed.
- Build rapport and relationships with prospective members, guests, and staff, and contribute to positive member experiences.
- Attend one-on-one meetings with the Sales Manager and General Manager, sales team meetings, leadership meetings, semi-annual reviews, and annual compensation plan meetings.
- Train with personal trainers, participate in group fitness classes and advanced training programs, and attend WAC University workshops.
- Connect with members at the front desk, on the fitness floor, and in the community.
- Provide assistance and solutions to members' and team members' problems.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
