Member Services Representative

Wisconsin Athletic Club; Wauwatosa (WI); On-site; USD 40,000 - 65,000; Full time

Job summary

Wisconsin Athletic Club is seeking a Member Services professional to drive member acquisition and retention through proactive prospecting, targeted outreach, and execution of daily plans. You will manage connections via phone, text, and personalized emails, and book appointments from both telephone inquiries and web leads, aiming for a high conversion rate.

You will collaborate with the sales and membership teams, utilize GymSales tools, and participate in ongoing training to promote club

Qualifications

• Must prospect and enter leads into GymSales.
• Ability to schedule appointments and meet sales goals.

Responsibilities

• Begin each day with a plan and end with a plan for tomorrow.
• Execute monthly task calendars and ensure top priorities are completed first.
• Maintain high-quality connects per day (phone, text, in-person, personalized emails).
• Book appointments from telephone inquiries and web leads at a strong conversion rate.

Skills

Prospecting

Lead generation

Communication

Relationship building

Time management

Sales scheduling

Job description

Member Services ExpectationsI. Planning & ExecutionBegin 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.Using GymSales task calendar, Road to Success & monthly task calendar, ensure the highest priorities are completed first.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)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 sent25 phone calls with spoke-to or voicemail logged per day at a minimum (500 per month)Creative and personalized communication is critical to your success and should be genuine and aligned with your personal brandHave 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.Book appointments with both telephone inquiries & web leads at a target rate of 75%Confirm all appointments no longer than 24 hours in advance.Lead Generation - Fanatically Prospect for leads and enter all leads into GymSalesUsing 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 teamGrow your network by connecting with new potential Corporate, Partner & Wellness accounts in your communityPromote Business Spotlight & WAC Perks as a way to cross promote local businesses and create new partnershipsIdentify groups and/or events in your community that create opportunities to generate leads and impact the communityGenerate referrals by providing a premium experience and educating members on our guest policies, referral rewards & offering guest passesMember Integration & RetentionConnect your members and utilize the Retention Program resources – Fit Start, WAC Fit & Fit RefreshBooking Fit Sessions at the point-of-sale is critical to connecting new members as early as possible and impacting member retentionComplete thorough join notes in GymSales to ensure a quality handoff to your Fitness team and creating the best member experienceEducate and connect members to WAC apps & our websiteProvide a premium experience for members and guestsSit 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 interestsConduct club presentations and tours for potential members, and guests. Target closing for appointment & walk-ins' rate is 70%.Consistently shop the competition so you are knowledgeable about the fitness marketHave presentation materials pre-made and ready to be provided for members and guestsMOD Responsibilities – acting as though you are a manager in the club at all times.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 GMFitness, 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”Make a difference in people's lives & create WAC momentsYou 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.Be the best example of building rapport and developing relationships with all prospective members, guests, and staff.Develop yourself personally and professionally by attending and participating in:One on one meetings with your Sales Manager and General ManagerAll Sales Team MeetingsLeadership MeetingsSemi-annual reviews & annual compensation plan meetings with GM, SM & Director of SalesTrain with personal trainers, and participate in group fitness classes as well as advanced training programs so you can personally promote to increase participationContinuing education through “WAC University” workshops.Connect with members while working at the front desk, walking the fitness floor, or when you’re out in the community.Provide assistance and solutions to members and team members problems