Membership specialist job description

Provide legendary service and contribute to Auto Club Enterprises (ACE) Membership growth by performing a variety of duties, including, but not limited to, reviewing member related correspondence, contacting members, providing problem resolution, as well as analyzing and processing various reports.

Provide quality support on both incoming and outbound calls to members and employees of ACE Clubs, regarding membership and roadside assistance inquiries, including policies, procedures, and services.

Utilize analytical skills to evaluate multiple sources of information and determine the appropriate processing method or resolution to maximize quality and quantity.
Ability to key high volumes and update changes into the membership systems from various sources. Assist in monitoring system deliverables to ensure accuracy and integrity of membership systems and report any concerns. Achieve stated individual, team, and department goals. Perform other duties and responsibilities, including assisting other ACE departments, as assigned, or required.
Qualifications:
High School diploma/GED required. Some college or equivalent combination of education and work experience is preferred. Knowledge of membership, roadside assistance and insurance systems preferred. Professional verbal and written communication skills are required. Excellent organization, decision making, strong evaluation, and time management skills, as well as the ability to meet deadlines as set by management. Knowledge of Microsoft Office software products, including Outlook, Word, and Excel is required. Teamwork is essential. Flexibility on work shifts is required. Voluntary overtime, if offered, may include weekends. Occasional travel to other ACE Markets may be needed for training.
Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts
AAA Texas is part of the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity - we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer

The CLASS Member Advisor is responsible for ensuring a positive member and guest experience. They are responsible for the studio aesthetics, ensuring the studio, lobby, and restrooms are well maintained. As needed, they address member and guest concerns. Additionally, they are responsible for following studio policies and procedures and for the successful attainment of goals pertaining to New Membership, Package Sales, and Retail Sales.
ESSENTIAL DUTIES & RESPONSIBILITIES:



Sales Duties



External marketing, promotions and prospecting. Schedule and participate in offsite promotional events, distribute marketing material, build relationships with local merchants, and inform the community of the CLASS studio. Internal marketing and prospecting. This includes collecting leads at the point of enrollment, from the current member base through relationship building, and other referral generating strategies. Contact all inquiries that are obtained through social, digital, or grassroots marketing. Book membership appointments through productive phone activities and meet or exceed monthly First CLASS goals set forth by the franchise partner. Ensure that appointments translate into members to meet or exceed monthly guest goal set forth by the franchise partner. Properly register prospective members. Successfully enroll and onboard new members. Sell CLASS equipment, apparel, and accessories to studio member and guests.
Operational Duties



Complete checklists and logs in a timely manner. Attend monthly meetings or other scheduled meetings. Follow up on past due members to update payment information or collect late dues and down payments. Perform opening and closing procedures for the front desk, as assigned. Assist with inventory or product pricing, as needed. Maintain all supplies and cleaning equipment in good condition in designated storage areas. Keep front desk, lobby and restrooms neat, clean and stocked during scheduled shifts. Wipe down and dust, equipment, doors, and floors regularly. Keep windows, glass doors and mirrors in the studios clean. Empty all trash receptacles daily and sweep, vacuum or mop as necessary. Clean and disinfect the toilets, shower stalls and changing areas and restock the locker room. Pick up debris and spillage promptly, cleaning and disinfecting areas as necessary. Immediately report any areas of concerns to management (such as leaks, malfunctioning fixtures and equipment, slow drainage, and any mold or infestations).
Customer Service Duties



Warmly greet members and guests as they enter and leave the studio. Respond professionally to requests and inquiries from guests, members, and staff. Assist the coaching staff with class set up, lighting, music volume, and studio technology. Answer incoming calls in a professional manner and transfer phone calls promptly to the right individuals. Check in members, verify membership, and assist with signing up members for classes. Educate members on required equipment and loaning and returning rentals. Process purchases through the approved POS system. Provide information to members regarding special club events and promotions. Immediately report or escalate any unsafe conditions or emergency situations to management. Maintain a professional image and behavior. Arrive dressed in uniform. Avoid eating, sitting, reading, Internet browsing, using a personal cell phone or other activities which are not work related.
ORGANIZATION RELATIONSHIPS:
The Class Studio Member Advisor reports to the Class Studio Manager and Franchise Partner.


REQUIRED QUALIFICATIONS:



1) Knowledge, skills & abilities:



In-depth knowledge of sales practices and techniques Must be energetic and possess a very friendly, outgoing personality and positive attitude Possess strong interpersonal and communication skills, including telephone etiquette Possess a strong customer service focus Have a general understanding of Fitness Industry Understand and follow oral and written instructions Possess excellent customer service skills Independent, self-starter with strong organizational skills Must be a team player and possess a can-do attitude Ability to multi-task and perform tasks with accuracy and attention to detail Ability to work with computers. Possess extreme attention to detail regarding the cleanliness and safety inside the gym Must know and understand the proper use of chemicals and cleaning materials Adhere to meal and rest break periods and must clock in and out for all shift times Adhere to all safety rules
2) Minimum certifications/educational level:



High school diploma or GED preferred Current CPR/AED certification
3) Minimum experience:



Must have 1 year of customer service and/or sales experience in health club, retail, hospitality or food service industry Experience with multiple phone lines preferred Basic computer skills Able to effectively communicate verbally and in writing
4) Physical Requirements:



While performing the duties of this job, the employee is regularly required to stand. Physical effort required for daily duties include lifting heavy weights, squatting, bending, reaching, spotting, and prolonged standing and walking. Must be able to frequently lift and/or move up to 45 lbs.
This position description intends to describe the general nature and level of work being performed by 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.
CLASS San Antonio is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchisee, and not to UFC Gym Corporate.

Job DescriptionThe Membership Sales Specialist (MS) will represent UFC GYM by providing a welcoming, informative and entertaining experience for all members and guests during their visits. The Membership Specialist is responsible for driving potential members into the gym to deliver industry leading customer services to them as well as our current members. This service must translate into exceeding personal revenue targets issued by management through both internal and external prospecting.
ESSENTIAL DUTIES & RESPONSIBILITIES



Lead Generation & Appointment Booking


External marketing, promotions and prospecting. This is a daily activity and requires off site promotions including distributing passes, building relationships with local merchants and branding events to inform the community of UFC gym and services, ultimately resulting into leads. (A lead is a non-member’s name and contact information.) Internal marketing and prospecting. This includes collecting leads at the point of enrollment and from the current member base through relationship building and referral tables. These activities must translate into lead gathering. Book membership appointments through productive phone activities and meet or exceed monthly appointment goals set forth by the company. Ensure that appointments are booked to translate into enough guests and meet or exceed monthly guest goal set forth by the company.


Guest Touring, Membership Presentations, & Personal Production


Ensure that 100% of guests are presented the “Fitness Tour” when touring guests around the gym as detailed in the Membership Specialist Playbook. (These tours should translate into enrolling half of the guests that are seen on a membership (50% Closing) and enrolling with Personal Training (25%). Use the company approved presentation when presenting membership options to non-members. Ensure each new member meets a manager before completing the sales process and exiting the gym. Proper presentation and introductions to the manager should translate to 50% closing of guests. Ensure Personal Sales Room Financial goals are met or exceeded each month New Member Sales Revenue (NMS), Point of Sales Personal Training Revenue (POS PT) and New Electronic Funds Transfer Sets (EFT). Ensure Sales Drivers are Held accountable to meeting or exceeding the required sales behaviors that will lead to delivering the Key Metrics set forth by management. Ensure integrity of each sale by attaching supporting documents and signature (corporate approved specials, discounts, etc.) with each agreement.


Customer Service


Follow up with members that have enrolled to ensure we are exceeding expectations. Provide the highest level of customer service possible when communicating and interacting with guests. Assist in maintaining a clean and operational facility. Accountable for saving members that are requesting to cancel their membership. If the Membership Specialist is unable to convince a member from canceling they must have any manager meet the member and sign off on the cancellation.


Miscellaneous


Sales Schedule: Schedules are set a month in advance and given during the first week of each month and approved by the General Manager. All Membership Specialist must be available to work Weekends and Holidays. Requests for days off must be given in writing and exceptions can be made by the General Manager. Mandatory Meetings: Monthly “All Team Meeting” and “Daily Production Meetings” are mandatory. Uniform Policy: The Membership Specialist uniform consists of a UFC Gym Black Polo, Long Dress Slacks (Black, Blue or Khaki) or Jeans (Blue or Black) in good condition with no rips or holes. Dress shoes or Casual Dress Shoes must be worn in good condition. No athletic shoes allowed. Black jackets may be worn. No hoodies or sweatshirts. No hats or head wear. Timekeeping: Membership Specialists must record time worked while using the company check-in system. Membership Specialists must be in uniform and perform work activities when punched in. Specialists must also punch out for lunch with-in 5 hours and working off the clock in not permitted. In the event of a missed punch, the Membership Specialist must fill out the adjustment form and turn in to management.



REQUIRED QUALIFICATIONS:



Knowledge, skills & abilities


In-depth knowledge of sales practices and techniques. General understanding of Fitness Industry. Ability to work with computers. Must have good interpersonal communication skills. Excellent customer service skills Independent, self-starter with strong organizational skills. Must be a team player


Minimum certifications/educational level:


High school degree or GED required. Must complete company sales training and orientation program.


Minimum experience:


1-2 years sales experience preferred.



This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to UFC Gym.