Member Services Representative

Wisconsin Athletic Club LLC • West Allis, WI

9d • Onsite

About The Position

The Member Services Representative role is a full-time position focused on sales, member integration, retention, and acting as a Manager on Duty (MOD). This role requires a proactive approach to prospecting, building relationships, and providing a premium experience for all members and guests. The position is salaried with performance-based incentives and may require flexible hours beyond a standard 40-hour work week to meet goals and contribute to club operations. Responsibilities include planning daily activities, prospecting for new leads through various communication channels, scheduling appointments, and ensuring current accounts are well-serviced. A key aspect of the role is member integration and retention through programs like Fit Start, WAC Fit, and Fit Refresh, as well as educating members on club resources. The representative will also conduct club presentations and tours, aiming for a high closing rate, and stay informed about the local fitness market. As an MOD, the representative is expected to uphold management standards and assist in various club operations, including fitness, group fitness, front desk, and Kids Clubhouse. Leadership and teamwork are emphasized, with an expectation to make a positive impact on members' lives and contribute to the overall club success. Professional development is encouraged through various training programs and meetings.

Requirements

• College Degree Ideal, But Not Required
• Salaried + performance based position
• May need to come in early or stay late to ensure goals are met and contribute to total club operation
• Build rapport and develop relationships with all prospective members, guests, and staff.
• Attend and participate in one on one meetings with Sales Manager and General Manager.
• Attend all Sales Team Meetings.
• Attend Leadership Meetings.
• Attend semi-annual reviews & annual compensation plan meetings with GM, SM & Director of Sales.
• Train with personal trainers.
• Participate in group fitness classes.
• Participate in advanced training programs.
• Participate in continuing education through "WAC University" workshops.
• Connect with members while working at the front desk, walking the fitness floor, or when out in the community.
• Provide assistance and solutions to members and team members problems.

Nice To Haves

• MOD WOW Training

Responsibilities

• Begin each day with a plan and end each day with a plan for tomorrow; time block daily responsibilities and plan for scheduled shifts, appointments, meetings, MOD shifts, and weekends.
• Ensure highest priorities are completed first using the GymSales task calendar, Road to Success, and monthly task calendar.
• Prospecting and outreach is a top priority, with a minimum expectation of 50 quality connects per day (phone calls, text messages, in-person conversations, personalized emails).
• Make at least 25 phone calls with spoke-to or voicemail logged per day (500 per month).
• Book appointments with telephone inquiries and web leads at a target rate of 75%.
• Confirm all appointments no longer than 24 hours in advance.
• Fanatically prospect for leads and enter all leads into GymSales.
• Connect with current Corporate, Partner & Wellness accounts using WorkingWell resources to ensure updated information and sufficient guest passes.
• Grow network by connecting with new potential Corporate, Partner & Wellness accounts in the community.
• Promote Business Spotlight & WAC Perks to cross-promote local businesses and create new partnerships.
• Identify groups and/or events in the community that create opportunities to generate leads and impact the community.
• Generate referrals by providing a premium experience and educating members on guest policies, referral rewards, and offering guest passes.
• Connect members using the Retention Program resources – Fit Start, WAC Fit & Fit Refresh.
• Book Fit Sessions at the point-of-sale to connect new members early and impact retention.
• Complete thorough join notes in GymSales for a quality handoff to the Fitness team.
• Educate and connect members to WAC apps & the website.
• Provide a premium experience for members and guests.
• Sit down with potential members before tours to customize the tour based on their goals and interests.
• Conduct club presentations and tours for potential members and guests with a target closing rate of 70% for appointments and walk-ins.
• Consistently shop the competition to stay knowledgeable about the fitness market.
• Have presentation materials pre-made and ready for members and guests.
• Complete MOD WOW Training and meet all MOD expectations.
• Assist in various club operations as needed (Fitness, Group Fitness, Front Desk, Operations, Kids Clubhouse).
• Make a difference in people's lives and create WAC moments.
• Be the best example of building rapport and developing relationships with all prospective members, guests, and staff.
• Develop personally and professionally by attending one-on-one meetings, sales team meetings, leadership meetings, and compensation plan meetings.
• Train with personal trainers, participate in group fitness classes, and advanced training programs to promote participation.
• Engage in continuing education through "WAC University" workshops.
• Connect with members while working at the front desk, walking the fitness floor, or in the community.
• Provide assistance and solutions to members' and team members' problems.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree