Member Service Rep

JOB DESCRIPTION

Member Service Representative (MSR)

I. RESPONSIBILITIES & DUTIES — SALES SPECIFIC

Data & Prospect Management

• Enter data accurately and effectively into the computer system.
• Tour, contact, and enter every prospect into the system. Maintain communication with prospects until the sale is complete.
• Document all customer communication in Hub Spot and record follow-ups to verify contact. MSRs will use the company phone for all outreach.

Sales Performance Standards

• The MSR role at Mountainside Fitness is competitive. Schedules, goals, and performance metrics change monthly — MSRs must consistently meet sales criteria. Performance is measured across:
• Number of sales per pay period.
• Prospect-to-sales closing ratios.
• Training Package sales.
• Meeting or exceeding monthly sales goals: BE, Income, Personal Training, and other stated goals.
• Performance during Secret Shopper visits.
• Number of self-generated prospects — employee's ability to drive traffic into the club.
• Availability, dependability, and ability to improve the sales team at their specific location.

Closing Ratio Requirement: MSRs are expected to maintain a 70% or higher closing ratio. Example — if you tour 10 prospects, 7 should be sold. Ratios are calculated on a monthly basis only. Example: In August, Johnny Membership sold 20 memberships and had 30 outstanding prospects — a closing ratio of 67%. Four consecutive pay periods below the 70% minimum will result in progressive discipline, which may include suspension, loss of sales shifts, or termination.

• Sales goals are set monthly by the club manager or District Manager. Total sales per period compared to the sales goal is the primary measure of sales performance.
• MSRs are expected to sell Personal Training at a rate of 15% of their sole BEs.

Secret Shopper & Professionalism

• Clubs and MSRs will be visited sporadically by corporate Secret Shopper personnel. MSRs are expected to perform professionally, remain service-minded, and express the desire to start the guest on a membership that same day.
• MSRs are expected to work honestly and fairly with the sales staff and be available to pick up additional shifts when needed.

Training & Development

• MSRs are expected to attend MSF-sponsored continuing education and sales technique improvement sessions at least once per quarter.
• MSRs are expected to initiate a monthly tour with their GM or DM. The tour will include role play, closing techniques, and sales methods such as "Discovering the Prospect."

Product Knowledge Requirement: High proficiency in Mountainside products, ABC, the MSF app, and MSF OLS is expected of all MSRs prior to selling.

II. OTHER

• Report directly to your club's General Manager.
• Other job-related duties as assigned.
• Performance reviews conducted regularly based on monthly sales metrics.
• Progressive disciplinary procedures — at the discretion of management — include employee counseling, verbal warnings, suspension, loss of sales shifts, and termination.