Member Service Representative

Member Services Representative

Location:

14150 Nicollet Ave Burnsville, MN 55337

Reports to:

Assistant General Manager

Job Family:
Operations

Employment Type:

Full Time, Part Time, Hourly

We are looking for a Member Services Representative who is responsible for providing exceptional customer service to our club members and staff at Crunch Fitness – Undefeated Tribe.

As a Member Services Representative at Crunch, you’ll be the face of the club, creating a warm and welcoming environment for every member and guest. You’ll assist with membership sales, check‑ins, and product promotions while delivering exceptional customer service and consistently meeting service level expectations. From answering phones and managing front desk operations to supporting club cleanliness and promoting programs such as group fitness and tanning, you’ll ensure every interaction reflects our commitment to excellence.

This role also includes maintaining accurate procedures, supporting new member enrollments, and helping keep the club “grand‑opening ready” every day.

• Every member and guest is greeted quickly with a genuine smile, smooth check‑in, and helpful support, leading to high satisfaction and positive comments about the front desk experience.
• Membership, retail, tanning, and program promotions consistently hit or exceed targets, with strong guest‑to‑member conversion, solid Peaks and ACH percentages, and high Crunch One Kickoff completion.
• The front desk runs efficiently and accurately: phones are answered promptly and professionally, member issues are resolved or escalated quickly, and procedures are followed with minimal errors.
• The desk and lobby stay clean, organized, and “grand‑opening ready” every day, with you proactively jumping in on cleaning and reset tasks as needed.
• Leaders and teammates see you as a reliable, detail‑oriented, upbeat partner who communicates clearly, supports events and initiatives, and models Crunch service standards on every shift.

You are an optimistic person with a naturally persuasive style. You communicate in a demonstrative instructional way and enjoy chit‑chat when meeting others. You prefer being the facilitator of information, appreciate harmony in the workplace, and enjoy variety in multitasking. Your communication is detailed and delivered in quick bursts. You like things tidy, done correctly, and properly stored. You thrive with direction, rules, and structure.

After familiarizing yourself with a process, you become more comfortable, developing your skills and decisions based on history.

• Greets all members & guests with a smile and enthusiasm, consistently demonstrating the dials of member engagement as part of the Crunch SLA process.
• Assists with membership, retail and tanning product sales.
• Promotes membership privileges including tanning, group fitness, small group training and childcare.
• Delivers on new member enrollment expectations, including guest conversion, Peaks %, ACH %, and Crunch One Kickoff standards.
• Checks in all members and guests in accordance with company procedures, resolving any member check‑in issues.
• Answers phones in a courteous, helpful, professional manner.
• Communicates special events to members and guests.
• Facilitates all member requests or forwards to a manager.
• Maintains a professional and courteous disposition.
• Is an expert in all club facility, services, programs and schedules/hours of operation.
• Maintains a clean and organized work area.
• Can navigate all stations of the front desk area, including check‑in, Relax & Recover, guest services, and membership sales.
• May be asked to clean beyond shift duties to support a clean, crisp, grand‑opening ready facility.
• Performs opening and closing checklist and duties.

• Minimum 1 year of experience in a service‑oriented position preferred.
• Ability to communicate effectively and demonstrate proficiency in reading and writing skills required.
• Strong customer service orientation.
• CPR/AED certification required (can be obtained within 30 days of hire).

• Must be able to lift or move up to 50 lbs.
• Physical effort…