Member Service Representative

Mountainside Fitness; Glendale (AZ); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Complimentary gym membership

Onsite childcare

Consistent schedules

Flexible pay

Growth opportunities

Job summary

Mountainside Fitness in Glendale, AZ is seeking a friendly Member Service Representative to greet guests, answer questions, give club tours, and promote memberships. You’ll identify sales opportunities while delivering exceptional customer service in a fast-paced, member-focused environment.

Responsibilities include data entry, prospect follow-up, meeting monthly sales goals, and maintaining a professional appearance. Training provided.

Qualifications

• Must be 16 years or older.
• Ability to lift a minimum of 30 lbs.
• Able to maneuver throughout the club and equipment.
• Excellent interpersonal skills and a friendly demeanor.

Responsibilities

• Enter data accurately into the computer system.
• Tour, contact, and enter every prospect into the system; maintain communication until the sale is complete.
• Document all customer communication in HubSpot and record follow-ups to verify contact.
• Maintain monthly sales goals and meet or exceed targets across BE, Personal Training, and other stated goals.
• Promote memberships and club services while identifying sales opportunities.

Skills

Customer service

Sales

Communication

Teamwork

Flexible schedule

Tools

HubSpot

Job description

Description

Join the Mountainside Fitness Team

About the Role

We’re looking for a friendly, energetic, and motivated individual to join our team as a Member Service Representative at Mountainside Fitness— an upscale health club where members and employees feel welcomed, valued, and supported. As a Member Service Representative, you’ll be one of the first faces our members and guests see, creating a welcoming atmosphere while providing outstanding customer service. You’ll assist with member needs, answer questions, give tours, promote memberships and club services, and confidently identify sales opportunities. If you’re personable, goal-driven, and enjoy connecting with people while helping them reach their fitness goals,

Why Mountainside Fitness?

We invest in our people. Here's what you can expect as part of the Mountainside family:

• Complimentary gym membership plus deep personal training discounts
• Onsite childcare — bring your own kids to work with you
• Consistent schedules that stay the same week to week — no surprises
• Flexible pay for hourly employees — access your earnings when you need them
• Real growth opportunities — 100% of our General Managers were promoted from within

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."

Requirements

• Must be at least 16 years or older.
• Must be able to lift a minimum of 30 lbs.
• Must be able to maneuver throughout the club and equipment.
• Physical ability to complete assigned cleaning tasks.