Member Service Representative Opener

Crunch Fitness; New York (NY); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player in fitness is seeking enthusiastic Member Services Representatives to create a welcoming environment for all gym-goers. This role is vital in ensuring a fantastic Member Experience, where you will engage with members, answer inquiries, and assist with memberships. You will be part of a supportive team culture that values positivity and energy. If you are passionate about fitness and enjoy helping others, this opportunity is perfect for you to thrive in a dynamic and fun atmosphere while contributing to a community that embraces a 'no judgments' philosophy.

Qualifications

• Strong customer service orientation with a desire to help others.
• Outgoing, enthusiastic, and coachable personality is preferred.

Responsibilities

• Create a warm and welcoming environment for members and guests.
• Proficiently register guests and manage member accounts.

Skills

Customer Service Orientation

Enthusiasm

Teamwork

Communication Skills

Education

Experience in a service-oriented environment

CPR/AED certification

Tools

Digital Toolkit

TMax system

ABC Financial Ignite system

Job description

Crunch Fitness is an industry-leading fitness company dedicated to providing a fun, inclusive and results-driven environment for individuals of all fitness levels. As one of the largest and fastest-growing fitness brands in the world, Crunch offers a diverse range of cutting-edge Group Fitness classes, state-of-the-art equipment and knowledgeable fitness coaches available to help members achieve their fitness goals. At Crunch, we embrace a “no judgments” mantra and strive to create a supportive community where fitness meets entertainment.

Reports To: General Manager

Role:

The Member Services Representatives (MSR) are the first line of contact with members and guests and their role is to create a warm, kind, and welcoming environment. They are professional and genuinely enthusiastic about fitness and about serving others. The MSR understands the importance of creating a fantastic Member Experience and that the front desk is the epicenter of the gym.

Member Experience Responsibilities:

1. Attitude: A positive attitude starts with a smile and acknowledging every single member or guest. Even if you’re busy, a quick hello, goodbye or, “I’ll be with you in a moment” goes a long way. You can also create a warm and welcoming environment by asking a member what they are working on in the gym today or asking them how their workout went as they exit. Making people feel like they are noticed and part of the Crunch family is one of the most important things that will impact a positive Member Experience and helps you to get to know our members on a more personal level.
2. Enthusiasm: Genuine enthusiasm plays a critical role in creating a positive Member Experience. It’s the difference between going through the motions and engaging with people in the moment with a sincere, positive attitude.
3. Knowledge: Knowledge is important because when members or guests have questions, they are looking for credible answers from informed team members. The MSR understands that the front desk is the epicenter of the gym where the Member Experience starts and ends. As such, it’s critical to have the ability to speak intelligently about our company, facilities, services, amenities and policies and to possess the information you need to answer questions and manage member concerns.

Essential Responsibilities:

1. Be proficient at registering guests, touring the gym using the Digital Toolkit, and enrolling new members.
2. Understand the membership types and promotions and possess the ability to present and sell approximately 60% Peak Results memberships.
3. Be proficient at booking the CrunchONE Kickoff for new members.
4. Be proficient at enrolling new members and setting up their monthly dues using a checking account (ACH) with a secondary credit card back up.
5. Fix or update member accounts by checking in members and addressing any account issues or alerts.
6. Answer phones in a courteous, helpful, and professional manner.
7. Communicate all facets of gym facilities, services and amenities.
8. Be proficient at selling retail items to members or guests.
9. Participate in all team and zone cleaning activities.
10. Dress professionally and maintain a clean uniform with a name tag.
11. Be willing to be part of a supportive team culture and attend all team meetings and huddles.
12. Participate in any outreach and community activities.
13. Be proficient at using the TMax system to activate any equipment in the R&R area.
14. Check in all members and guests in accordance with company procedures.
15. Answer all member and guest questions and concerns in a timely and professional manner.
16. Be proficient at using the ABC Financial Ignite system to manage member accounts.
17. Provide support for all members checking in for group fitness classes.
18. Execute all in-gym and online training requirements.
19. Follow all policies and procedures in the Employee Handbook.
20. Maintain a high standard of professionalism and always uphold our Crunch core values of “No judgments.”

Job Requirements:

1. Strong customer service orientation with a desire to help others.
2. Maintains friendly and helpful attitude to all club staff, members, and guests.
3. Must be outgoing, enthusiastic, coachable, and full of energy!
4. Ability to work on a team and take coaching and direction from others.
5. Preferred customer service, sales, and/or hospitality experience.

Required Education and Experience:

1. Experience in a service-oriented environment is desirable.
2. On-the-job training is provided.
3. CPR/AED certified or can complete within 30 days from hire.

Crunch believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, color, religion, sex, age, veteran status, disability, national origin or ancestry, sexual orientation, gender identity, gender expression, transgender status or any other basis protected by federal, state, or local law or ordinance or regulation.