Member Services Representative

About the role

The Member Services Representatives of 10 Fitness are responsible for delivering an exceptional member experience by providing accurate and helpful information. They are expected to manage inquiries, cancellations, and membership changes while maintaining professionalism and patience.

Responsibilities

• Explain different memberships and amenities to prospects and schedule tours.
• Help prospects sign up for memberships online or in person, and book Onboarding sessions.
• Transfer callers to the appropriate team members and ensure thorough responses to all questions.
• Handle billing inquiries, including missed payments, payment updates, and forgiveness program options.
• Manage cancellations, including canceling memberships and personal training accounts, and provide detailed cancellation information.
• Waive fees when necessary to ensure excellent customer service and assist members in changing their minds about canceling.
• Assist with membership changes, including upgrading or downgrading memberships and personal training, and changing home club locations.
• Collect cancellation fees and past due balances before canceling memberships.

Qualifications / Experience

• 6 - 12 months experience in sales/customer service preferred.
• Basic computer skills.
• A high school diploma or equivalent required.

Physical Requirements

• Often requires working on the phone and using a computer for up to 8 hours a day.
• Requires sitting in front of a computer screen for up to 8 hours a day.

Schedule

• Rotating weekend schedule required.
• May be required to work on holidays due to facility operations.

Pay

• $15.00 to $18.00 per hour, plus shift differentials.
• Eligible for commissions.