Member Services Representative

Member Services Representative

Job Description

The Member Services Representatives of 10 Fitness are expected to uphold and deliver the 10 Fitness member experience by being honest, committed individuals who are patient and resilient. They should be enthusiastic about helping others and have a strong desire to make a difference. The Member Services Representative will strive to answer all calls in a timely manner while ensuring a positive and professional experience by the caller. The Member Services Representatives will execute the team member basics of being on time and following the policies and procedures of 10 Fitness.

Inquiries:

• Explain the different memberships to prospects and describe all the different amenities.
• Help prospects sign up for memberships online or schedule them for a tour with the manager of the location of their choice.
• Explain the range of cost for one-on-one personal training, online personal training, and team training, as well as what is provided with each option.
• Book a time and date for the prospect/member to complete their Fitness Assessment, or schedule a follow-up call with management from the location of their choice.
• Transfer callers to the correct locations when callers are inquiring to speak to a specific employee.
• Ensure that all questions from the prospect/member are answer thoroughly and accurately.

Billing:

• Explain to members the details of their missed payments.
• Ensure that the members' payment method is current and update when necessary.
• Waive any late fees the member has accrued and communicate to the member that it was waived.
• If a member's status is “Return for Collection,” offer the member the Forgiveness Program to keep them active.
• Remove members from the collection agency if they have paid their past due balance or enrolled the Forgiveness Program.
• Ensure that you remain calm, professional, and helpful while conversing with members.

Cancellations:

• Help assist all members in canceling their membership (by sending a link or doing it over the phone), personal training accounts (by directing them to the club).
• Ensure that, when canceling a membership, members also cancel their personal training if they are paying for that service. Direct members to their club for personal training.
• Ensure that the member is aware of all cancellation details (3 day policy, 30 days to rejoin without fees, annual fee date, remaining days they can use the club, remaining PT sessions, etc.)
• Refund any annual fees that are drafted within a week of the member inquiring about canceling, if they are upset about it being drafted.
• Use good judgment when dealing with upset customers. Waive fees or refund payments when necessary to ensure members receive great customer service.
• Collect cancellation fee for any member that is canceling within term.
• Collect any past due balances before canceling a member's membership.
• Attempt to change each member's mind on canceling by offering them a free month, a free PT session, a Fitness Assessment, a free month of Level 10, or a free month of group exercise, based on the members interests and goals.

Membership Changes:

• Help assist all members in up-grading or down-grading their membership.
• Help assist all members in updating their billing information; encourage EFT.
• Help direct members in up-grading or down-grading their personal training.
• Help assist Basic members in changing the location of their home club.

Qualifications / Experience:

• 6 - 12 months experience in sales/customer service preferred
• Basic computer skills

Certifications / Educational Level:

Physical Requirements:

• This job often requires the employee to be on the phone for up to 8 hours a day.
• This job often requires the employee to be seating in front of a computer screen for up to 8 hours a day.

Compensation:

• $15.00 to $18.00 per hour
• Member Services Representatives are eligible for commissions