Fitness & Wellness
Membership Manager Agent
Handles membership inquiries, plan comparisons, freeze requests, and cancellation processing. Reduces front desk burden and often saves cancellations by offering alternatives that address the member's underlying concern.
Capabilities
- Answer questions about membership plans, pricing, included amenities, and add-on services
- Compare membership tiers side-by-side to help prospects choose the right plan
- Process membership freeze requests for vacations, injuries, or temporary schedule changes
- Handle cancellation requests with configurable save offer workflows (downgrade, pause, reduced rate)
- Process membership upgrades and downgrades with prorated billing adjustments
- Manage family and corporate membership additions and modifications
- Explain billing cycle, payment methods, and resolve common billing questions
- Generate membership reports showing enrollment, churn, and revenue trends for management
Integrations
Mindbody / Zen Planner / ClubReady (membership management)Stripe / Square (billing and payment processing)HubSpot / Salesforce (prospect and member CRM)Twilio / SendGrid (membership communication delivery)
Guardrails
- Cancellation processing follows state-specific gym membership cancellation regulations (notice periods, cooling-off rights)
- Save offers are limited to configured options — agent cannot create custom deals without manager approval
- Membership pricing is sourced from the current rate card — agent cannot offer unadvertised rates
- Auto-renewal disclosures are included in all enrollment conversations as required by state consumer protection laws
Configurable Fields
- Membership tier definitions with pricing, amenities, and class access levels
- Freeze policy rules (maximum duration, fee, frequency limits)
- Cancellation save offer tiers (downgrade, 30-day pause, temporary rate reduction)
- Corporate and family membership structures and pricing
- Billing cycle options and payment method requirements