Member Services Representative

Member Service Representative – Job Description

                             
Position :                Member Service Representative
 
Reporting To:        Front Desk Lead – General Manager

Core Values:
 
1.      Personnel – People are our business, without our Team we would not be able to accomplish our goals.
2.      Development – We are committed to the growth, and development of our Team, both at work and at home, we want you to be the absolute best version of yourself.
3.      Competitiveness – We want to WIN!  We want people driven to compete not only amongst others, but against themselves; it is having the GRIT to push yourself harder than you ever have before.
4.      Execution – Setting a goal and exceeding it.  Having a plan to achieve our goals, and through strategic planning, being able to make an adjustment when we are faced with unexpected challenges and finding a way to come out on top.
5.      Our Culture – Constantly striving to be “Perpetually Triumphant,” always up for the challenge, because we are ready to take everything head on.  Listening to our Coaches, trying new things, taking the feedback given and making something positive happen. 
We Can….. We Will….. Be….. “Perpetually Triumphant!”
 John LaRosa II Owner Operator

Job Description: 
The Member Service Representative is a key position within the club.  The front desk is where our guests and members receive their first impressions of the club as they enter.  The Member Service Representative (MSR) is required to greet guests and members with warmth and enthusiasm by smiling and welcoming each person into our location.  The Member Service Representative (MSR) is expected to tour and enroll guests in memberships, personal training services, and provide accurate and detailed information about our facility.  In addition to assisting our guest and members with questions and providing excellent customer service, our FDA helps maintain a high level of cleanliness within the club by conducting regular walk throughs.  The Member Service Representative (MSR) assists in day to day operations that include, but is not limited to, setting up monthly billing, handling billing issues, educating members on club services and supplements, and many other operational duties.  This job entails a wide scope of duties and offers room for career growth within the company.  This entry level position will provide the education and development needed to thoroughly understand the meaning behind being, “Perpetually Triumphant!”

Requirements:

●       High School Diploma
●       Current CPR
●       Minimum of one year of customer service employment
●       Current Food Handler Card – location depending
●       Tanning Certification – location depending
●       OLCC permit – location depending

Additional Competencies Needed:

●       Positive attitude
●       Competitive mindset
●       Retail sales experience preferred
●       Strong Work Ethics and Integrity
●       Strong Team Oriented Skills
●       Strong Communication Skills
●       Strong Multi-Tasking Skills
●       Proficient reading and writing skills
 
Expectations:

●       Greet all members & guests with a smile and wish them well as they exit the club.
●       Check in all members and guests in accordance with company procedures.
●       Answer phones in accordance with the Elements expectations.
●       Track telephone and walk in inquiries.
●       Communicate events and schedules with members. Know club facility, services, amenities, programs and schedules.
●       Facilitate all member requests in accordance with our agreement policies or forward to a manager.
●       Follow uniform policy, in order to maintain a professional appearance.
●       Follow all Point of Sale procedures.
●       Facilitate payment of member services in accordance with company procedures.
●       Maintain a clean and organized work area; as well as regular walk throughs of locker rooms and weight floor (for cleanliness and clutter).
●       Assist in all projects/expectations as delegated by club management.
●       Complete guest tours focusing on helping our members reach their potential, by not just purchasing a basic membership, but by focusing on real results, and accountability with our Peak Plus Results Membership and our Personal Training Department success stories.
●       Meet Kick-off – Orientation scheduling goals.
●       Meet club sales goals.
●       Get members involved in personal training.
●       Schedule personal training sessions.
●       Follow all policies and procedures in Employee Handbook.
●       Above description may be subject to change or alteration at any time.