Member Services Representative

Reports to the Manager, Business and Member Services. Is primarily responsible for obtaining club memberships and participating in special events, promotions and planning. Makes inside sales presentations to prospective Beacon Health & Fitness members. Conducts tours of the Beacon Health & Fitness. Works in collaboration with Beacon Health & Fitness management team on customer service initiatives to enhance sales effectiveness and member retention.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Completing other job related duties and projects as assigned.
• Participating in center special events.

Makes sales presentations to prospective Beacon Health & Fitness members to promote member sales and retention by:

• Personally sells center memberships, through the development of new leads, center tours, phone and email inquires and prospecting of all lead sources.
• Identifying potential customers and markets and initiating prospect by conductions sales, through the development of new leads, facility tours, phone and email inquiries and prospecting of all lead sources.
• Handling prospect inquiry calls to convert calls into scheduled appointments; following up on all interactions with prospects.
• Arranging and conducting effective tours of the facility for prospective members; promoting features/programs which meet individual needs.
• Conducting one-on-one, small group or large group sales presentations at Beacon Health & Fitness.
• Making off site sales presentations to prospective members or accounts.
• Initiating follow-up calls with individual/groups identified through marketing efforts.
• Coordinates and assists in member and prospect mailers.
• Meets or exceeds weekly, monthly and annual sales goal as determined by Manager, Business and Member Services.
• Prepares weekly, monthly and annual sales reports as assigned.

Supports the H&LC management team by:

• Communicating enrollment with Manager of Business & Member Services and fitness staff after the sale.
• Following up with new members to ensure smoothness of enrollment process and that their expectations are met.
• Providing member sales/service data for computer tracking system.
• Working with H&LC team to maintain/improve high standards of customer service; leading to higher levels of member retention.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a high school diploma or equivalent. Bachelor's Degree in Business, Marketing or a related field is preferred. A minimum of one year of clerical and customer service experience is required. A minimum of one year of successful sales experience with knowledge of the health and fitness industry is preferred.

Knowledge & Skills

• Possesses knowledge of the fitness and wellness industry in order to understand and match the programs, facilities and services offered at the Beacon Health and Fitness with potential member needs.
• Requires the ability and knowledge of prospecting, selling techniques and follow-up skills to capitalize on potential sales leads.
• Demonstrates problem-solving skills with the ability to overcome objections and has a track record of success in closing sales.
• Demonstrates the interpersonal and communication skills (both verbal and written) necessary to communicate and present a sincere interest in improving the health and well-being of the general public.
• Requires the proficiency in computer software applications (i.e., word processing, graphics, etc.) necessary to perform the essential functions of the position.
• Possesses a personal commitment to positive fitness and health practices and presents an image consistent with a fit and healthy lifestyle.

Working Conditions

• Works in a fitness club and office environment.
• Requires ability to work flexible hours, including weekends.

Physical Demands

• Requires the physical ability and stamina to perform the essential functions of the position.