Member Services Representative

About the role

Our mission is to help individuals live the best lives possible through better health and inclusion in a positive community!

Responsibilities

• Explain the different memberships to prospects and describe all the different amenities.
• Help prospects sign up for memberships online or schedule them for a tour with the manager of the location of their choice.
• Explain the range of cost for one-on-one personal training and team training, as well as what is provided with each option.
• Book a time and date for the prospect/member to complete their Onboarding, or schedule a follow-up call with management from the location of their choice.
• Transfer callers to the correct locations when callers are inquiring to speak to a specific employee.
• Ensure that all questions from the prospect/member are answered thoroughly and accurately.
• Explain to members the details of their missed payments.
• Ensure that the members' payment method is current and update when necessary.
• If a member's status is “Return for Collection,” offer the member the Forgiveness Program to keep them active.
• Remove members from the collection agency if they have paid their past due balance or enrolled the Forgiveness Program.
• Remain calm, professional, and helpful while conversing with members.
• Help assist all members in canceling their membership (by sending a link or doing it over the phone) and/or personal training accounts (by directing them to the club).
• Ensure that, when canceling a membership, members also cancel their personal training if they are paying for that service.
• Direct members to their club for personal training.
• Ensure that the member is aware of all cancellation details (3 day policy, 30 days to rejoin without fees, annual fee date, remaining days they can use the club, remaining PT sessions, etc.).
• Use good judgment when dealing with upset customers.
• Waive fees when necessary to ensure members receive great customer service.
• Collect cancellation fee for any member that is canceling within term.
• Collect any past due balances before canceling a member's membership.
• Attempt to change each member's mind on canceling by offering them a free month, a free PT session, a Fitness Assessment, a free month of Level 10, or a free month of group exercise, based on the members interests and goals.
• Help assist all members in up-grading or down-grading their membership.
• Help assist all members in updating their billing information; encourage EFT.
• Help direct members in up-grading or down-grading their personal training.
• Help assist Basic members in changing the location of their home club.

Qualifications

• 6 - 12 months experience in sales/customer service preferred
• Basic computer skills
• High School Diploma or GED required

Skills

• Honest
• Committed
• Patient
• Resilient
• Enthusiastic about helping others
• Strong desire to make a difference

Requirements

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

Pay

$15.00 to $18.00 per hour, plus shift differentials. Member Services Representatives are eligible for commissions.

Schedule

This position requires availability for a rotating weekend schedule. Because our facilities remain open on holidays, employees in this role may be required to work on holidays as scheduled.