Member Services Representative

MEMBER SERVICES REPRESENTATIVE (Day Shift)
Part-Time Non-Exempt

Reports to:

Member Services Supervisor / General Manager We’re seeking a Member Services Representative who will be responsible for providing exceptional customer service to our club members and staff.

This role is offered by JEM Wellness Brands, a proud franchise operator of Crunch Fitness—the “No Judgment Gym” known for fun, effective workouts. Crunch serves over 3 million members across 500+ locations and ranks #1 in fitness and #32 overall on Entrepreneur’s Franchise 500 (2025), featuring its new Crunch 3.0 design.

JEM Wellness Brands is growing rapidly and committed to your future. Since 2022, we’ve acquired six Northern California Crunch locations, partnered with Atticus Franchise Group, and set a goal to open 75 new gyms by 2032. This year, we celebrated a Brookfield, WI opening with NBA star Trae Young and JEM leadership. Our mission is to empower people to feel good in their bodies, confident in their choices, and connected to a lifestyle of wellness.

We operate with core values of Resilience, Service, Transformation, and Excellence—building a movement of self-improvement through purpose-driven work and a people-first culture.

Position Overview The Member Services Representative creates a welcoming environment for members and team members who are passionate about fitness. This role requires an optimistic communicator who enjoys engaging with others, thrives in a structured environment, and excels at multitasking while maintaining organization and attention to detail.

Member Services Representative Responsibilities Member Engagement & Service Greet all members and guests with a warm, enthusiastic smile and ensure they feel welcome

Communicate special events and promotions to members and guests

Maintain a professional and courteous disposition at all times

Facilitate member requests or escalate to a manager when necessary

Front Desk Operations Check in members and guests in accordance with company procedures, resolving alerts as needed

Navigate all front desk stations, including check-in, Relax & Recover, guest services, and membership sales

Answer phones promptly and professionally

Perform opening and closing duties, including completing checklists

Sales & Revenue Generation Assist with membership sales and promote additional services such as tanning, group fitness, small group training, and childcare

Sell retail products and facilitate payment for member services in accordance with company procedures

Deliver on new member enrollment expectations, including guest conversion and Crunch One Kickoff standards

Facility Knowledge & Cleanliness Maintain a clean and organized work area and support overall facility cleanliness

Be an expert in all club facilities, services, programs, and schedules

Participate in cleaning beyond shift duties to ensure a “grand-opening ready” environment

Team Collaboration & Training Attend monthly and weekly department meetings and employee training sessions

Assist in projects delegated by club management

Follow all policies and procedures outlined in the Employee Handbook Required Skills & Experience Communication & Language Fluent in English with proficient reading and writing skills

Strong verbal and written communication skills

Technical & Computer Skills Basic computer proficiency

Ability to navigate club software and systems

Customer Service Strong customer service orientation

Certifications CPR/AED certification (required; may be obtained within 30 days of hire)

Preferred Experience Minimum 1 year of experience in a service-oriented position

Physical Requirements Must be able to lift or move up to 50 lbs Physical effort required for daily duties include prolonged standing and walking

Education Requirements High…