Member Services Representative

Wisconsin Athletic Club LLC•Hartland, WI

11d•Onsite

About The Position

This is a full-time, salaried + performance-based position. The role involves more than just selling and retaining memberships; it's about making a difference in people's lives and creating positive experiences. While a schedule will be provided, this is not a 40-hour work week, and you may need to come in early or stay late to meet goals and contribute to the club's operations. The position requires being the best example of building rapport and developing relationships with prospective members, guests, and staff. Professional development is encouraged through various meetings, training programs, and continuing education workshops.

Requirements

College Degree Ideal, But Not Required
Minimum expectation of 50 quality connects per day (phone calls, texts, in-person conversations, personalized emails).
Minimum of 25 phone calls with spoke-to or voicemail logged per day (500 per month).
Target appointment booking rate of 75% for telephone inquiries & web leads.
Target closing rate of 70% for appointments & walk-ins.
Familiarity with GymSales task calendar, Road to Success, and monthly task calendar.
Ability to develop rapport and relationships with prospective members, guests, and staff.
Willingness to attend and participate in meetings and training sessions.
Willingness to train with personal trainers and participate in group fitness classes.
Willingness to participate in continuing education workshops.
Ability to assist and solve problems for members and team members.

Nice To Haves

College Degree

Responsibilities

Begin each day with a plan and end each day with a plan for tomorrow; time block daily responsibilities, planning around scheduled shifts, appointments, meetings, MOD shifts, and weekends.
Utilize GymSales task calendar, Road to Success, and monthly task calendar to ensure highest priorities are completed first.
Prospect and conduct outreach, with a minimum expectation of 50 quality connects per day (phone calls, texts, in-person conversations, personalized emails).
Make a minimum of 25 phone calls with spoke-to or voicemail logged per day (500 per month).
Schedule enough appointments to meet and exceed sales goals, not relying on walk-ins, telephone, or web inquiries.
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 club resources and outreach plans 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 and utilize 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 quality handoffs to the Fitness team and to create the best member experience.
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.
Maintain 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 with various club operations as needed (Fitness, Group Fitness, Front Desk, Operations, Kids Clubhouse).
Make a difference in people's lives and create WAC moments.
Develop personally and professionally by attending one-on-one meetings, sales team meetings, leadership meetings, and semi-annual/annual compensation plan meetings.
Train with personal trainers, participate in group fitness classes, and advanced training programs to promote participation.
Participate in continuing education through "WAC University" workshops.
Connect with members at the front desk, on the fitness floor, or in the community.
Provide assistance and solutions to member and team member problems.