Overnight Member Services Representative

Our mission is to help individuals live the best lives possible through better health and inclusion in a positive community!

Job Description

The Overnight Member Services Representatives of 10 Fitness are expected to uphold and deliver the 10 Fitness core values. They should be enthusiastic about helping others and have a strong desire to make a difference. The Overnight Member Services Representative will strive to maintain safe, secure environments for our members by diligently keeping watch over our facilities. They will execute the team member basics of being on time and following the policies and procedures of 10 Fitness. 

Security:

· Effectively communicate with other security team members and relevant departments to coordinate incident responses and uphold security protocols.

· Provide incident reports to management regarding surveillance activities and any notable events. 

· Adhere to company policies and legal regulations concerning surveillance and privacy. 

· Follow established procedures for handling and escalating security threats or breaches. 

· Efficiently record and submit maintenance tickets for any unresolved technical, equipment, mobile app issues, etc. 

· Respond to security incidents by reviewing video footage and coordinating with management or law enforcement when necessary. 

· Document incidents comprehensively, including the nature of the event, time, actions taken, and any parties involved. 

· Monitor cloud-based surveillance cameras for different locations, ensure the safety and security of the facility and its occupants. 

· Provide technical assistance to members/365 clients during after-hours periods in the facility. 

· Provide remote access control to members,365 clients and vendors after hours. 

· Identify tailgating/ barcode sharing events and report data on appropriate spreadsheets. 

· Utilize and navigate various software platforms, simultaneously. 

· Processing Docuware forms efficiently and accurately.

· Responding to Internet reviews promptly and professionally.

· Report any issues at a club to the appropriate party (911, local Police Department, Management of that club, upper leadership, etc.)

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 and team training, as well as what is provided with each option.

· Book a time and date for the prospect/member to complete their Onboarding, or schedule a follow-up call with management from the location of their choice.

· Ensure that all questions from the prospect/member are answered 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.

· 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 in 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) and/or 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.)

· Use good judgment when dealing with upset customers. Waive fees 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.

Administrative:

· Processing all assigned member documents efficiently and accurately.

· Responding to all email channels in a timely manner

· Responding to the Contact Us inquiries in Docuware

· Following up with any missed calls or voicemails

Qualifications / Experience:

· 6 - 12 months experience in customer service preferred

· Basic computer skills

Certifications / Educational Level:

· High School Diploma or GED required

Physical Requirements:

· This job requires the employee to use a computer for up to 10 hours a day.

· This job requires the employee to sit or stand in front of a computer screen for up to 10 hours a day.

· This job often requires the employees to communicate verbally via telephone.

Compensation:

· $15.00 to $18.00 per hour, plus shift differentials

· Representatives are eligible for commissions.

This job description intends to describe the general nature and level of work being performed by the people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.

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