Member Services Representative

4 weeks ago

Menomonee Falls, United States Wisconsin Athletic Club Full time
Job Details

Job Location
WAC Menomonee Falls - Menomonee Falls, WI

Position Type
Full Time

Education Level
College Degree Ideal, But Not Required

Job Shift
Schedule Will Vary

Description

Member Services Expectations

Increase Member Level - "get and retain members"
  • Begin each day with a plan & end each day with a plan for tomorrow
  • Meet and exceed your personal sales goal
  • Be the best example of building rapport and developing relationships with all prospective members, guests, and staff.
  • Prospect for referrals, generate new leads and enter all leads into GymSales
    • WorkingWell is a great resource to own your neighborhood and community; connect with a minimum to 2 local businesses per week & holding regular community events
  • Follow up with existing leads and members in GymSales making 30 + connections per day at a minimum (call, text and/or email)
  • Within 72 hours of tour and presentation, a follow-up call must be made
  • Appointment goals: 3 appointments today, 2 appointments tomorrow, and 1 appointment the next day.
  • Confirm all appointments no longer than 24 hours in advance.
  • Book appointments with both telephone inquiries & web leads at a target rate of 75%
  • Conduct club presentations and tours for potential members, and guests. Target closing for appointment & walk-ins' rate is 70%.
  • Connect your members and utilize the Retention Program resources - Fit Start, WAC Fit & Fit Refresh
    • Booking Fit Sessions at the point-of-sale is critical
    • Participate in Team Huddles providing needed information about your new members to ensure the best handoff to the Fitness teams
  • Invite and connect members and guests to participate in WAC programs, services, promotions, and events.
  • Contribute to your club's social media plan
  • Provide education on health, fitness and total well-being via Kinetic (the WAC blog) to engage potential and current members
Teamwork - "your role is more than just selling and retaining memberships"
  • Make a difference in people's lives
  • Create WAC moments
  • You will have a scheduled shift, but this is a performance-based position, you may need to work outside your schedule to hit your goals.
  • Fitness, Group Fitness, Front Desk, Kids Clubhouse - you name it - you might be asked to do it.
  • Develop yourself personally and professionally by attending and participating in:
    • Weekly one on one with your Sales Manger and/of General Manager
    • All Sales Team Meetings
    • Train with personal trainers, and participate in group fitness classes as well as advanced training programs so you can personally promote to increase participation
    • Continuing education through "WAC University" workshops.
  • Participate in your club's Manager On Duty program.
    • Execute a daily walk-through of the facility to ensure proper conditions.
    • Report member and facility issues to the appropriate person to address through the proper club communication channels
    • Know the Safety Manual and follow all insurance, liability, and incident report procedures
  • Connect with members while working scheduled shifts at the front desk
  • Provide assistance and solutions to members and team members problems
  • Participate in the planning of special events and encourage departments to promote member participation.
  • Know the "Emergency Action Plan" and follow all insurance, liability, incident report precautions.

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