Member Services Representative

About the Role

Join the team at Crunch Fitness, owned & operated by Fit Fusion, LLC! As a Member Services Representative (MSR), you’ll welcome members, turn club tours into new memberships, and help create the energetic, inclusive atmosphere that makes Crunch a place people want to be. This hands-on role combines sales, member service, and daily cleaning.

Key Responsibilities

• Welcome members and guests, complete check-ins, and address account alerts.
• Conduct personalized club tours, understand prospect goals, explain membership options, and ask for the sale.
• Achieve assigned membership sales goals through prospect follow-up, referrals, community outreach, and promotional activities.
• Explain club amenities and services, promote membership upgrades and retail products, and connect members with the appropriate team for personal training.
• Process membership agreements, payments, and purchases accurately, following cash handling procedures.
• Record lead information and follow-up activity in company systems.
• Answer calls professionally, respond to member questions, and resolve concerns or refer them to club leadership.
• Support member onboarding, engagement, and retention.
• Complete assigned daily cleaning and sanitizing duties for designated club areas.
• Follow assigned opening, closing, and shift checklists.
• Report safety concerns, equipment issues, and maintenance needs promptly.
• Participate in training, role-playing, and coaching to improve sales and service performance.

Requirements & Tech Stack

• Must be at least 18 years old.
• Sales or customer service experience preferred, ideally in fitness, retail, hospitality, or another service environment.
• Comfortable initiating conversations, following up with prospects, addressing objections, and working toward sales goals.
• Friendly, professional, and able to verbally communicate effectively.
• Basic computer skills and ability to learn membership, sales, and payment systems.
• Dependable, attentive to detail, and able to balance member service, sales, and cleaning responsibilities.
• Availability to work the posted schedule, which may include early mornings, evenings, weekends, and holidays.
• CPR/AED certification required within 30 days of hire.

Physical Requirements

• Work involves prolonged standing and walking, talking, listening, computer use, bending, reaching, cleaning, sanitizing, and lifting or moving items up to 50 pounds.
• The club is an active fitness environment with varying noise levels.

Benefits

• Bonus based on performance
• Employee discounts
• Flexible schedule
• Opportunity for advancement