Member Service Representative

3 months ago

Pittsburgh, United States UFC GYM Pittsburgh Full time
Job DescriptionJob DescriptionBenefits:
  • Bonus based on performance
  • Employee discounts

The Member Service Representative (MSR) is responsible for delivering the Ultimate Service Process by providing superior customer service to our members and guests. The MSR is responsible for driving potential members into the gym to deliver industry leading customer services to them as well as our current members. This service must translate into exceeding personal revenue targets issued by management. The MSR will also support club operations and ensure the gym is kept clean and tidy for all gym goers.


Knowledge, skills & abilities
  • In-depth knowledge of sales practices and techniques.
  • General understanding of Fitness Industry.
  • Ability to work with computers.
  • Independent, self-starter with strong organizational skills.
  • Must be a team player
  • Must be energetic and possess a very friendly, outgoing personality and positive attitude
  • Possess strong interpersonal and communication skills, including telephone etiquette
  • Possess a strong customer service focus, diplomacy and professionalism
  • Understands and follows oral and written instructions.
  • Able to multi-task and perform tasks with accuracy and attention to detail


Front Desk Customer Service
  • Ensures that guests and members are warmly greeted and promptly assisted
  • Ensures incoming calls are answered in a professional and efficient manner
  • Ensures proper member check-in procedures are followed
  • Responds effectively to member questions, requests and concerns and escalates to management immediately if unable to resolve
  • Maintains the Maintenance Log, Fitness profiles, telephone inquiries and group fitness reservations
  • Immediately reports or escalates to management any unsafe conditions or emergency situations
  • Provide the highest level of customer service possible when communicating and interacting with guests.


Club Operations
  • Calls all past due members regarding late dues and down payments
  • Partners with the maintenance and janitorial staff to immediately address any maintenance or cleanliness issues around the club
  • Assist in maintaining a clean and operational facility.
  • Accountable for saving members that are requesting to cancel their membership. If the Membership Specialist is unable to convince a member from canceling, they must have any manager meet the member and sign off on the cancellation.


Lead Generation, Membership Tours and Presentations, & Personal Production
  • Ensure that 100% of guests are presented the Fitness Tour when touring guests around the gym as detailed in the Membership Specialist Playbook
  • Use the company approved presentation when presenting membership options to non-members.
  • Ensure Personal Sales goals are met or exceeded each month
  • New Member Sales Revenue (NMS), Point of Sales Personal Training Revenue (POS PT) and New Electronic Funds Transfer Sets (EFT).
  • Participate in gym special events, outside activities and create leads through each interaction

Minimum certifications/educational level:
  • High school degree or GED required.
  • Must complete company sales training and orientation program.

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