Job Title

Wellness Membership Advisor (WMA) Job Description

At Elements Massage Mequon, we set high standards of excellence and expect a high level of quality, productivity, and service from team members.

Our WMA is responsible for membership sales, building client loyalty and meeting studio and personal goals and objectives to ensure growth and profitability and a superior experience for all.

Our WMA reports directly to the Manager, however will have frequent interactions with Lead Massage Therapist/Studio Owner.

Job Duties and Responsibilities:

Consistently follows all steps in the Elements proprietary customer service experience model

Strong sales process resulting in a conversion rate of 40% or higher. Gains commitment and agreement from clients concerning rebooking and membership. Makes great first impressions, builds rapport, and identifies client’s needs resulting in membership sales.

Meets or exceeds the needs of the client—Takes all opportunities to exceed client expectations, without making unreasonable commitments.

Takes pride and passion in resolving client problems/complaints/issues.

Listens, empathizes, apologizes, and takes personal responsibility to resolve any client issues. Creates client enthusiasts by rebooking by asking questions, reading body language, and follow‐ through. Proactively seeks moments to wow. Maintains focus and avoids errors under high stress situations such as during busy client times. Maintains positive relationships with clients and coworkers when under stress from high client times, client/co‐worker complaints. Develops appropriate strategies to cope with high stress situations such as multi‐tasking, organization of work. Understands and applies knowledge, skills and concepts from onboarding, training, meetings and coaching/feedback.

Actively participates in roleplaying, trainings and activities, regular meetings and coaching. Owns personal growth and development using learning tools and resources, engages in skill building by participating in daily role‐playing.

Accountable for goal/objective setting and achievement. Acts with integrity and high ethical standards. Communicates effectively with clients and team members (managers, coworkers, etc.) Maintains effective written and verbal communication through communication logs, shift changes/overviews to ensure smooth operations. Maintains timely communications via lead calls, appointment bookings, membership questions, and appointment confirmations.

Job Competencies

Sales / Persuasiveness –Sells the Elements Massage Wellness Program, and additional services to clients.

Building Loyalty –Meets and exceeds client’s needs, builds loyalty, resulting in client promoters on the eNPS scale.

Stamina – Performs well under pressure and stress.

Applied Learning – Applies concepts from training, feedback, and professional development. 

Work Standards –Is accountable for goals and objectives, has high standards for performance.

Communication –Communicates in a way that clients and coworkers understand and retain message.

Compensation and Benefits

Based on Experience, Very competitive, Strong Commissions, Free Massages monthly!

Job Types: Full-time, Part-time

Pay: $12.00 - $15.00 per hour

Benefits:

• Employee Discount
• Paid Time Off

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay
• Signing bonus

Experience:

• Customer Service: 2 years (Preferred)

Shifts:

• Evening (Required)
• Morning (Required)

Working Days:

• Monday (Required)
• Wednesday (Required)
• Saturday (Required)

Work Location:

• One location

This Company Describes Its Culture as:

• Aggressive -- competitive and growth-oriented
• Outcome-oriented -- results-focused with strong performance culture
• Team-oriented -- cooperative and collaborative

Company's website:

• www.elementsmassage.com/mequon

Work Remotely:

• No

Work Location: In person

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