Member Services Representative

Wisconsin Athletic Club LLC•Wauwatosa, WI

2d•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. The individual will be expected to act as a manager in the club at all times, potentially assisting in various departments such as Fitness, Group Fitness, Front Desk, and Operations, including the Kids Clubhouse. This role requires dedication beyond a standard 40-hour work week, with the possibility of needing to come in early or stay late to meet goals and contribute to the club's operations. The position emphasizes building rapport and developing relationships with prospective members, guests, and staff, and encourages personal and professional development through various meetings, training, and continuing education opportunities.

Requirements

College Degree Ideal, But Not Required
Minimum of 50 quality connects per day (phone calls, text messages, 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.
Ability to act as a manager in the club at all times.
Willingness to come in early or stay late as needed.
Ability to build rapport and develop 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 advanced training programs.
Willingness to participate in continuing education through "WAC University" workshops.
Ability to provide assistance and solutions to member and team member problems.

Nice To Haves

Experience using GymSales task calendar, Road to Success & monthly task calendar.
Experience with creative and personalized communication.
Experience using clubs WorkingWell resources and outreach plans.
Experience promoting Business Spotlight & WAC Perks.
Experience identifying groups and/or events in the community for lead generation.
Experience providing a premium experience for members and guests.
Experience conducting club presentations and tours.
Knowledgeable about the fitness market.
Experience completing MOD WOW Training.

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.
Ensure highest priorities are completed first using GymSales task calendar, Road to Success, and monthly task calendar.
Prospect and outreach, aiming for a minimum 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 to ensure connection, 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 lead generation opportunities.
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.
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 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 departments 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.
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.