Member Service Representative

Crunch Fitness is an industry-leading fitness company dedicated to providing a fun, inclusive and

results-driven environment for individuals of all fitness levels. As one the largest and fastest-growing

fitness brands in the world, Crunch offers a diverse range of cutting-edge Group Fitness classes,

state-of-the-art equipment and knowledgeable fitness coaches available to help members achieve

their fitness goals. At Crunch, we embrace a no judgments mantra and strive to create a supportive

community where fitness meets entertainment.

Reports To : General Manager

Role :

The Member Services Representatives (MSR) are the first line of contact with members and guests and

their role is to create a warm, kind, and welcoming environment. They are professional and genuinely

enthusiastic about fitness and about serving others. The MSR understands the importance of creating

a fantastic Member Experience and that the front desk is the epicenter of the gym.

Member Experience Responsibilities :

1. Attitude :

A positive attitude starts with a smile and acknowledging every single member or guest. Even

if you’re busy, a quick hello, goodbye or, I’ll be with you in a moment goes a long way. You can

alse create a warm and welcoming environment by asking a member what they are working on

in the gym today or asking them how their workout went as they exit. Making people feel like

they are noticed and part of the Crunch family is one of the most important things that will

impact a positive Member Experience and helps you to get to know our members on a more

personal level.

2. Enthusiasm :

Genuine enthusiasm plays a critical role in creating a positive Member Experience. It’s the

difference between going through the motions and engaging with people in the moment with a

sincere, positive attitude.

3. Knowledge :

Knowledge is important because when members or guests have questions, they are looking

for credible answers from informed team members. The MSR understands that the front desk

is the epicenter of the gym where the Member Experience starts and ends. As such, it’s critical

to have the ability to speak intelligently about our company, facilities, services, amenities and

policies and to pocess the information you need to answer questions and manage member

concerns.

Essential Responsibilities :

One of the top responsibilities of an MSR is being proficient at registering guests, touring the

gym using the Digital Toolkit, and enrolling new members. For example, if you tour 10 guests,

you should be able to convert approximately 70%, or 7 new members.

Understand the membership types and promotions and possess the ability to present and

sell approximately 60% Peak Results memberships, which is our highest value membership.

Acceptable enrollment levels for Peak and Base memberships are approximately 20% each.

For example, if you sell 10 memberships, at least 6 of those memberships should be Peak

Results memberships with the other 4 memberships being either Peak or Base memberships.

Be proficient at booking the CrunchONE Kickoff for new members, which is the primary

driver for Personal Training revenue in the Gym. For example, if you enroll 10 new members,

you should book no less than 60%, or 6, CrunchONE Kickoffs.

Be proficient at enrolling new members and setting up their monthly dues using a checking

account (ACH) with a secondary credit card back up. For example, if you enroll 10 members,

you should set up no less than 60%, or 6 of those members to pay their monthly dues using

a checking account, while obtaining a credit card as a backup method of payment and for

gym retail purchases.

One of your top priorities as an MSR is to fix or update member accounts by checking in

members and addressing any account issues or alerts and collecting any past due invoices.

While addressing member accounts, attempt to get the monthly dues payment on a checking

account (ACH) and secure a second form of payment in the form of a credit card for back up

billing and retail purchases.

Answer phones in a courteous, helpful, and professional manner and be proficient at handling

telephone inquiries from potential members by building value on what we offer at Crunch

and scheduling an appointment for a gym tour. If you take 10 telephone inquiries, you should

be able to schedule 70%, or 7 guests to take a tour.

Be proficient at communicating all facets of gym facilities, services and amenities and be able

to explain them to any member or guest with our short pitch presentations. .

• Be proficient at selling any retail item to a member or guest.
• Participate in all team and zone cleaning activities to help keep the gym clean and report or

record any gym equipment maintenance issues in the Maintenance Manual.

Always dress professionally, maintain a clean uniform with a name tag, and show up to work

with a groomed, professional appearance.

• Be willing to be part of a supportive team culture and attend all team meetings and huddles.
• Participate in any outreach and community activities to help garner sales leads.
• Be proficient at using the TMax system to activate any equipment in the R&R area for

members who have access.

• Check in all members and guests in accordance with company procedures.
• Answer all member and guest questions and concerns in a timely and professional manner or

contact your supervisor to help you if you don’t know the answers.

• Be proficient at using the ABC Financial Ignite system to manage member accounts.
• Be proficient at showing members how to download and activate the Crunch App and

assigning their mobile number to the online barcode for member check-in.

• Provide support for all members checking in for group fitness classes.
• Execute all in-gym and online training requirements.
• Follow all policies and procedures in the Employee Handbook.
• Have a high standard of professionalism and always maintain our Crunch core values of No

judgments.

Job Requirements :

• Strong customer service orientation with a desire to help others.
• Maintains friendly and helpful attitude to all club staff, members, and guests.
• Must be out-going, enthusiastic, coachable, and full of energy!
• Ability to work on a team and take coaching and direction from others.
• Preferred customer service, sales, and / or hospitality experience.

Required Education and Experience :

• Experience in a service-oriented environment is desirable.
• On-the-job training is provided.
• CPR / AED certified or can complete within 30 days from hire.

Crunch believes that all persons are entitled to equal employment opportunity and does not

discriminate against nor favor any applicant because of race, color, religion, sex, age, veteran

status, disability, national origin or ancestry, sexual orientation, gender identity, gender expression,

transgender status or any other basis protected by federal, state, or local law or ordinance or

regulation.