Customer Engagement Associate

2 weeks ago

Woodbridge, Virginia, United States UFC GYM Woodbridge, VA Full time
Job Overview

The Membership Services Coordinator will embody the UFC GYM ethos by ensuring a friendly, informative, and engaging atmosphere for all members and visitors during their time at the facility. This role is pivotal in attracting prospective members and delivering exceptional customer service to both new and existing clientele. Success in this position will be measured by achieving personal revenue objectives set by management through effective outreach and relationship-building efforts.

Key ResponsibilitiesLead Generation & Appointment Scheduling
  • Conduct external marketing initiatives, promotions, and outreach efforts. This includes off-site activities such as distributing promotional materials, fostering partnerships with local businesses, and organizing events to raise awareness of UFC GYM's offerings, ultimately generating leads.
  • Engage in internal marketing strategies by collecting leads during the enrollment process and from current members through relationship development and referral initiatives.
  • Schedule membership consultations through proactive phone outreach, aiming to meet or exceed monthly appointment targets established by the organization.
  • Ensure that scheduled appointments translate into sufficient guest visits to meet or surpass monthly guest attendance goals.
Guest Tours, Membership Presentations, & Sales Performance
  • Guarantee that every guest receives a comprehensive Fitness Tour as outlined in the Membership Specialist Playbook.
  • Utilize the company-approved presentation format when discussing membership options with potential members.
  • Achieve or exceed monthly financial targets in the Personal Sales Room.
  • Accountable for New Member Sales Revenue (NMS), Point of Sales Personal Training Revenue (POS PT), and New Electronic Funds Transfer Sets (EFT).
  • Ensure all sales transactions are documented accurately, including necessary supporting documents and signatures.
Customer Service Excellence
  • Provide a warm welcome and prompt assistance to all guests and members.
  • Answer incoming calls in a professional and efficient manner.
  • Deliver top-tier customer service when interacting with guests.
  • Assist in maintaining a clean and functional facility.
  • Work to retain members who express a desire to cancel their memberships.
  • Maintain records such as the Maintenance Log, fitness profiles, telephone inquiries, and group fitness reservations.
  • Report any unsafe conditions or emergencies to management immediately.
  • Ensure adherence to proper member check-in protocols.
  • Effectively address member inquiries, requests, and concerns, escalating issues to management when necessary.
Additional Duties
  • Keep the front desk and lobby area tidy and organized at all times.
  • Monitor retail performance and ensure the club is on track to meet assigned sales goals.
  • Contact members with overdue payments regarding late dues and down payments.
  • Collaborate with maintenance and cleaning staff to promptly resolve any facility issues.
QualificationsKnowledge, Skills & Abilities
  • Thorough understanding of sales techniques and practices.
  • Basic knowledge of the fitness industry.
  • Proficient in computer usage.
  • Strong interpersonal communication skills.
  • Exceptional customer service abilities.
  • Self-motivated with excellent organizational skills.
  • Team-oriented mindset.
Minimum Education & Experience
  • High school diploma or GED required.
  • Completion of company sales training and orientation program is mandatory.
  • 1-2 years of sales experience is preferred.

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