Member Service Representative

Description

JOB DESCRIPTION

Member Service Representative (MSR)

I. RESPONSIBILITIES & DUTIES — SALES SPECIFIC

Data & Prospect Management

• Enter data accurately and effectively into the computer system.
• Tour, contact, and enter every prospect into the system. Maintain communication with prospects until the sale is complete.
• Document all customer communication in Hub Spot and record follow-ups to verify contact. MSRs will use the company phone for all outreach.

Sales Performance Standards

• The MSR role at Mountainside Fitness is competitive. Schedules, goals, and performance metrics change monthly — MSRs must consistently meet sales criteria. Performance is measured across:
• Number of sales per pay period.
• Prospect-to-sales closing ratios.
• Training Package sales.
• Meeting or exceeding monthly sales goals: BE, Income, Personal Training, and other stated goals.
• Performance during Secret Shopper visits.
• Number of self-generated prospects — employee’s ability to drive traffic into the club.
• Availability, dependability, and ability to improve the sales team at their specific location.

Closing Ratio Requirement: MSRs are expected to maintain a 70% or higher closing ratio. Example — if you tour 10 prospects, 7 should be sold. Ratios are calculated on a monthly basis only. Example: In August, Johnny Membership sold 20 memberships and had 30 outstanding prospects — a closing ratio of 67%. Four consecutive pay periods below the 70% minimum will result in progressive discipline, which may include suspension, loss of sales shifts, or termination.

• Sales goals are set monthly by the club manager or District Manager. Total sales per period compared to the sales goal is the primary measure of sales performance.
• MSRs are expected to sell Personal Training at a rate of 15% of their sole BEs.

Secret Shopper & Professionalism

• Clubs and MSRs will be visited sporadically by corporate Secret Shopper personnel. MSRs are expected to perform professionally, remain service-minded, and express the desire to start the guest on a membership that same day.
• MSRs are expected to work honestly and fairly with the sales staff and be available to pick up additional shifts when needed.
• MSRs are required to work the full shift as scheduled by their direct supervisor. Leaving early, arriving late, or failing to complete the scheduled shift without prior approval from the direct supervisor is grounds for progressive discipline.

Training & Development

• MSRs are expected to attend MSF-sponsored continuing education and sales technique improvement sessions at least once per quarter.
• MSRs are expected to initiate a monthly tour with their GM or DM. The tour will include role play, closing techniques, and sales methods such as “Discovering the Prospect.”

Product Knowledge Requirement: High proficiency in Mountainside products, ABC, the MSF app, and MSF OLS is expected of all MSRs prior to selling.

II. OTHER

• Report directly to your club’s General Manager.
• Other job-related duties as assigned.
• Performance reviews conducted regularly based on monthly sales metrics.
• Progressive disciplinary procedures — at the discretion of management — include employee counseling, verbal warnings, suspension, loss of sales shifts, and termination.

Requirements

Must be at least 18 years or older.

Must be able to lift a minimum of 30 lbs.

Must be able to maneuver throughout the club and equipment.

Physical ability to complete assigned cleaning tasks.