Member Services Representative

Job Description

Job Description

Benefits:

• Gym Membership
• Opportunity for advancement
• Training & development
• Bonus based on performance

Member Services Representative

Position Summary

The Member Services Representative (MSR) serves as the first and last point of contact for members and guests, playing a critical role in creating a welcoming, positive, and professional club experience. As the face of the organization, the MSR is responsible for delivering exceptional customer service, supporting member needs, and fostering an environment that promotes member satisfaction and retention.

This position requires strong communication skills, a customer-focused mindset, and the ability to maintain a friendly and professional atmosphere while assisting members, guests, and fellow team members.

Key Responsibilities

Member & Guest Experience

• Greet all members and guests in a friendly, professional, and welcoming manner.
• Ensure members and guests feel valued and appreciated upon arrival and departure.
• Check in members and guests accurately and efficiently in accordance with company policies and procedures.
• Communicate club events, promotions, and important announcements to members and guests.
• Maintain a positive atmosphere that enhances the overall member experience.
• Address member inquiries, concerns, and requests promptly, or escalate them to management when appropriate.
• Demonstrate professionalism, courtesy, and exceptional customer service in all interactions.

Front Desk Operations

• Answer incoming phone calls in a courteous, knowledgeable, and professional manner.
• Facilitate member communications and account notifications through club management software.
• Process payments for club amenities and services in accordance with company procedures.
• Schedule member services, including tanning, hydro-massage, and other available amenities.
• Maintain an accurate understanding of club programs, services, operating hours, and schedules.
• Support daily front desk operations while ensuring compliance with company policies and procedures.

Retail Sales & Administrative Support

• Promote and sell retail products and club services to members and guests.
• Assist with administrative and operational projects as assigned by club management.
• Maintain accurate records and documentation as required.
• Support club initiatives designed to improve member engagement and satisfaction.

Facility Presentation & Team Support

• Maintain a clean, organized, and professional front desk and work area.
• Contribute to the overall cleanliness and presentation of the club environment.
• Assist with club events, promotions, decorations, and special projects as needed.
• Collaborate with team members to ensure a positive and supportive workplace culture.
• Follow all company policies, procedures, and standards outlined in the Team Member Handbook.

Qualifications

• High school diploma or equivalent (GED) required.
• Minimum age of 18 years.
• Previous customer service, hospitality, retail, or front desk experience preferred.
• Strong interpersonal, communication, and problem-solving skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Demonstrated commitment to providing exceptional customer service.
• Experience working with children preferred.
• Ability to maintain a professional appearance and demeanor at all times.

Certifications

• Current Child and Infant CPR Certification required or ability to obtain certification within a designated timeframe.
• Additional certifications as required by applicable state or local regulations.

Physical Requirements

• Ability to lift up to 10 pounds occasionally.
• Ability to stand for extended periods of time.
• Frequent bending, squatting, reaching, and movement throughout the facility.
• Ability to climb ladders or safely assist with club decorations, displays, and promotional materials when needed.

Employment Eligibility

All applicants must possess a high school diploma or equivalent (GED) and be at least 18 years of age.

Applicants must be legally authorized to work in the United States and must maintain eligibility throughout their employment. Proof of employment authorization and all documentation required for employment verification must be provided upon hire. Employees are responsible for notifying the company immediately if their work authorization status changes.

Equal Employment Opportunity

Fitness Ventures LLC is committed to fostering an inclusive, diverse, and respectful workplace. We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, veteran status, or any other protected characteristic under applicable federal, state, or local laws.

We believe that diverse perspectives strengthen our organization and contribute to a culture where employees and members alike can thrive.