POSITION SUMMARY
The Membership Counselors (MC) goal is to provide a World Class customer service experience for our prospective and existing members as well as positive first and lasting impressions of our club for every person who walks through our doors. The MC plays a vital role in executing our brand promise of Helping Members Feel Comfortable and our core purpose of Changing Peoples Lives. The MC is a promoter of the brand but, above all, a listener who genuinely care about helping people. MCs are passionate about inspiring people to move from the thinking stage of fitness to a lifetime commitment to health and wellness; their scope of influence begins with recruiting and promoting new sales in the club and continues into daily anticipation of members needs, exceeding expectations and creating raving fans.
KEY RELATIONSHIPS
Develop and maintain excellent working relationships with:
General Manager and Membership Team Leader
All club team members
Corporate Wellness Director
Club Performance Director
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We set out below some of the tasks and responsibilities that we expect you to be accountable for. These include, but are not limited to the following:
LEAD GENERATION/SALES
Generating new sales
Being informed of current sales campaigns and presenting them to prospects
Greeting all guests entering the club and touring them
Handling Telephone Inquiries, and converting 75% or more into appointments
Making a minimum of 50 phone contacts per day, includes prospects, low usage members and former members
Obtaining referrals from members
Performing 3 to 5 hours of community outreach per week
MEMBER RETENTION/CUSTOMER SERVICE
Have knowledge of and participate in all club's services, products and programs.
Integrating new members by encouraging them to make an appointment to see a trainer and try both group and team training classes
Encouraging new member participation by calling them three times (motivational phone calls) in their first 30 days of membership ng knowledgeable of all club activities and operational matters
Acting as the M.O.D. (Manager on Duty) when scheduled, including using the M.O.D. Building Inspection Report
Build rapport and lasting relationships with prospective and current members
ADMINISTRATIVE
Completing daily worksheets and submitting them to the Sales Manager at the end of every shift
Upgrading/changing member account information
Maintaining the proper paperwork necessary to complete membership sales and follow-up with prospects
VALUES
Role model the Brick Bodies Core Values
- Live the Brand
- Be Tenacious
- Be a Team Player
Recognize and praise behavior aligned with our values
Identify opportunities for continual improvement
