Member Service Representative
3 weeks ago
Crunch Fitness is an industry-leading fitness company dedicated to providing a fun, inclusive and results-driven environment for individuals of all fitness levels. As one the largest and fastest-growing fitness brands in the world, Crunch offers a diverse range of cutting-edge Group Fitness classes, state-of-the-art equipment and knowledgeable fitness coaches available to help members achieve their fitness goals. At Crunch, we embrace a “no judgments” mantra and strive to create a supportive community where fitness meets entertainment. Reports To: General Manager Role: The Member Services Representatives (MSR) are the first line of contact with members and guests and their role is to create a warm, kind, and welcoming environment. They are professional and genuinely enthusiastic about fitness and about serving others. The MSR understands the importance of creating a fantastic Member Experience and that the front desk is the epicenter of the gym. Member Experience Responsibilities: Attitude: A positive attitude starts with a smile and acknowledging every single member or guest. Even if you’re busy, a quick hello, goodbye or, “I’ll be with you in a moment” goes a long way. You can alse create a warm and welcoming environment by asking a member what they are working on in the gym today or asking them how their workout went as they exit. Making people feel like they are noticed and part of the Crunch family is one of the most important things that will impact a positive Member Experience and helps you to get to know our members on a more personal level. Enthusiasm: Genuine enthusiasm plays a critical role in creating a positive Member Experience. It’s the difference between going through the motions and engaging with people in the moment with a sincere, positive attitude. Knowledge: Knowledge is important because when members or guests have questions, they are looking for credible answers from informed team members. The MSR understands that the front desk is the epicenter of the gym where the Member Experience starts and ends. As such, it’s critical to have the ability to speak intelligently about our company, facilities, services, amenities and policies and to pocess the information you need to answer questions and manage member concerns. Essential Responsibilities: • One of the top responsibilities of an MSR is being proficient at registering guests, touring the gym using the Digital Toolkit, and enrolling new members. For example, if you tour 10 guests, you should be able to convert approximately 70%, or 7 new members. • Understand the membership types and promotions and possess the ability to present and sell approximately 60% Peak Results memberships, which is our highest value membership. Acceptable enrollment levels for Peak and Base memberships are approximately 20% each. For example, if you sell 10 memberships, at least 6 of those memberships should be Peak Results memberships with the other 4 memberships being either Peak or Base memberships. • Be proficient at booking the CrunchONE Kickoff for new members, which is the primary driver for Personal Training revenue in the Gym. For example, if you enroll 10 new members, you should book no less than 60%, or 6, CrunchONE Kickoffs. • Be proficient at enrolling new members and setting up their monthly dues using a checking account (ACH) with a secondary credit card back up. For example, if you enroll 10 members, you should set up no less than 60%, or 6 of those members to pay their monthly dues using a checking account, while obtaining a credit card as a backup method of payment and for gym retail purchases. • One of your top priorities as an MSR is to fix or update member accounts by checking in members and addressing any account issues or alerts and collecting any past due invoices. While addressing member accounts, attempt to get the monthly dues payment on a checking account (ACH) and secure a second form of payment in the form of a credit card for back up billing and retail purchases. • Answer phones in a courteous, helpful, and professional manner and be proficient at handling telephone inquiries from potential members by building value on what we offer at Crunch and scheduling an appointment for a gym tour. If you take 10 telephone inquiries, you should be able to schedule 70%, or 7 guests to take a tour. • Be proficient at communicating all facets of gym facilities, services and amenities and be able to explain them to any member or guest with our short “pitch presentations.”. • Be proficient at selling any retail item to a member or guest. • Participate in all team and zone cleaning activities to help keep the gym clean and report or record any gym equipment maintenance issues in the Maintenance Manual. • Always dress professionally, maintain a clean uniform with a name tag, and show up to work with a groomed, professional appearance. • Be willing to be part of a supportive team culture and attend all team meetings and huddles. • Participate in any outreach and community activities to help garner sales leads. • Be proficient at using the TMax system to activate any equipment in the R&R area for members who have access. • Check in all members and guests in accordance with company procedures. • Answer all member and guest questions and concerns in a timely and professional manner or contact your supervisor to help you if you don’t know the answers. • Be proficient at using the ABC Financial Ignite system to manage member accounts. • Be proficient at showing members how to download and activate the Crunch App and assigning their mobile number to the online barcode for member check-in. • Provide support for all members checking in for group fitness classes. • Execute all in-gym and online training requirements. • Follow all policies and procedures in the Employee Handbook. • Have a high standard of professionalism and always maintain our Crunch core values of “No judgments.” Job Requirements: • Strong customer service orientation with a desire to help others. • Maintains friendly and helpful attitude to all club staff, members, and guests. • Must be out-going, enthusiastic, coachable, and full of energy • Ability to work on a team and take coaching and direction from others. • Preferred customer service, sales, and/or hospitality experience. Required Education and Experience: • Experience in a service-oriented environment is desirable. • On-the-job training is provided. • CPR/AED certified or can complete within 30 days from hire. Crunch believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, color, religion, sex, age, veteran status, disability, national origin or ancestry, sexual orientation, gender identity, gender expression, transgender status or any other basis protected by federal, state, or local law or ordinance or regulation.
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