Club Manager

The Member Services Representative

Objective:

The Member Services Representative is responsible for growing the membership base and connecting members to the Personal Training Manager.

The Member Services Representative is also the club ambassador connecting the local community with their club.

Key Performance Indicators:

1. Close 70% of membership consultations.

2. Schedule 90% of new members with Personal Training Manager for training consultations.

3. Keep current accounts/membership dues in good standing.

4. Complete daily tasks as assigned by the club's follow-up algorithm.

Characteristics of successful Member Services Representatives:

1. Outgoing-Member Service Reps. are the easiest people to talk to (on the phone, in person, etc.). They ask great questions and listen with care. They are the “face of the club” so they must set the bar for professionalism.

2. Motivated-Member Service Reps. are always busy. They never stop during working hours prospecting on the phone, on social. media, and at community events.

3. Happy-Member Service Reps. can be counted on for a positive uplifting smile or word of encouragement.