Member Services Representative

Member Services Expectations

I. Planning & Execution

1. Begin each day with a plan & end each day with a plan for tomorrow; time block your daily responsibilities and plan for around scheduled shift, scheduled appointments & meetings, MOD shifts and whether it’s a weekend. 
   1. Using GymSales task calendar, Road to Success & monthly task calendar, ensure the highest priorities are completed first.
2. Prospecting and outreach is a top priority; 50 quality connects per day is a minimum expectation, this includes phone calls, text messages, in person conversations and personalized emails (excludes bulk email)
   1. Quality connects are defined as a phone call with a voicemail left or a spoke-to logged in GymSales, a text message, a personalized email sent
   2. 25 phone calls with spoke-to or voicemail logged per day at a minimum (500 per month)
   3. Creative and personalized communication is critical to your success and should be genuine and aligned with your personal brand
3. Have a goal to schedule enough appointments that will get you to meet and exceed your sales goal; walk-ins, telephone and web inquiries are not in your control, do not rely on those opportunities to get you to goal.
   1. Book appointments with both telephone inquiries & web leads at a target rate of 75%
   2. Confirm all appointments no longer than 24 hours in advance.
4. Lead Generation - Fanatically Prospect for leads and enter all leads into GymSales
   1. Using your clubs WorkingWell resources and outreach plans, connect with current Corporate, Partner & Wellness accounts to ensure that we have a connection with each Organization and they have the most updated information, and enough guest passes for their team
   2. Grow your network by connecting with new potential Corporate, Partner & Wellness accounts in your community
      1. Promote Business Spotlight & WAC Perks as a way to cross promote local businesses and create new partnerships
   3. Identify groups and/or events in your community that create opportunities to generate leads and impact the community
   4. Generate referrals by providing a premium experience and educating members on our guest policies, referral rewards & offering guest passes
5. Member Integration & Retention
   1. Connect your members and utilize the Retention Program resources – Fit Start, WAC Fit & Fit Refresh
   2. Booking Fit Sessions at the point-of-sale is critical to connecting new members as early as possible and impacting member retention
   3. Complete thorough join notes in GymSales to ensure a quality handoff to your Fitness team and creating the best member experience
   4. Educate and connect members to WAC apps & our website
6. Provide a premium experience for members and guests
   1. Sit down with potential members before you go on tour to ensure that you have enough information to customize the tour and know who and what to connect them to that is aligned with their goals and interests
   2. Conduct club presentations and tours for potential members, and guests. Target closing for appointment & walk-ins' rate is 70%.
   3. Consistently shop the competition so you are knowledgeable about the fitness market
   4. Have presentation materials pre-made and ready to be provided for members and guests
7. MOD Responsibilities – acting as though you are a manager in the club at all times.
   1. Complete MOD WOW Training & meet all MOD expectations at your club.  Each club has their own way of involving Member Services in the MOD program that is managed by the GM
   2. Fitness, Group Fitness, Front Desk, Operations Kids Clubhouse – you name it – you might be asked to do it.

II. Leadership & Teamwork - “your role is more than just selling and retaining memberships”

1. Make a difference in people's lives & create WAC moments
2. You will have a scheduled shift but this is a salaried performance based position.  This is not a 40 hour work week, you may need to come in early or stay late to ensure that you are hitting your goals and contributing to the total club operation.
3. Be the best example of building rapport and developing relationships with all prospective members, guests, and staff.
4. Develop yourself personally and professionally by attending and participating in:
   1. One on one meetings with your Sales Manager and General Manager
   2. All Sales Team Meetings
   3. Leadership Meetings
   4. Semi-annual reviews & annual compensation plan meetings with GM, SM & Director of Sales
   5. Train with personal trainers, and participate in group fitness classes as well as advanced training programs so you can personally promote to increase participation
   6. Continuing education through “WAC University” workshops.
5. Connect with members while working at the front desk, walking the fitness floor, or when you’re out in the community.
6. Provide assistance and solutions to members and team members problems