Member Services Representative

Wisconsin Athletic Club LLC•Menomonee Falls, WI

1d•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. You will be expected to contribute to the total club operation, which may require coming in early or staying late. The position demands strong leadership and teamwork, building rapport with prospective members, guests, and staff, and continuous personal and professional development.

Requirements

College Degree Ideal, But Not Required
Salaried + performance-based position
Ability to come in early or stay late as needed
Ability to 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 and participate in all Sales Team Meetings
Attend and participate in Leadership Meetings
Attend and participate in 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 "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

Experience in sales
Experience in customer service
Familiarity with fitness industry
Proficiency in GymSales software

Responsibilities

Begin each day with a plan and end each day with a plan for tomorrow, time blocking daily responsibilities and planning for scheduled shifts, appointments, meetings, MOD shifts, and weekends.
Ensure the highest priorities are completed first using the GymSales task calendar, Road to Success, and monthly task calendar.
Achieve a minimum of 50 quality connects per day, including phone calls, text messages, in-person conversations, and personalized emails (excluding bulk email).
Make a minimum of 25 phone calls per day with a spoke-to or voicemail logged (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, and Wellness accounts using club resources to ensure updated information and sufficient guest passes.
Grow network by connecting with new potential Corporate, Partner, and Wellness accounts in the community.
Promote Business Spotlight and 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 a quality handoff to the Fitness team and to create the best member experience.
Educate and connect members to WAC apps and the website.
Provide a premium experience for members and guests.
Sit down with potential members before tours to gather information for a customized tour aligned with their goals.
Conduct club presentations and tours for potential members and guests.
Target closing rate for appointments and walk-ins is 70%.
Consistently shop the competition to stay knowledgeable about the fitness market.
Have presentation materials pre-made and ready to provide for members and guests.
Complete MOD WOW Training and meet all MOD expectations.
Assist with Fitness, Group Fitness, Front Desk, Operations, and Kids Clubhouse as needed.
Make a difference in people's lives and create WAC moments.
Build rapport and develop relationships with all prospective members, guests, and staff.
Develop personally and professionally by attending and participating in one-on-one meetings, sales team meetings, leadership meetings, and semi-annual/annual compensation plan meetings.
Train with personal trainers and participate in group fitness classes and advanced training programs to promote them.
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 member and team member problems.