LAB - Membership Experience Associate - FT

MEMBERSHIP EXPERIENCE ASSOCIATE

(Full-Time Position)

THE LAB is a collaboration of best-in-class physical performance and wellness professionals, focused on improving human performance by using cutting-edge research and techniques related to both athletic performance and individual wellness. We place an emphasis on building, restoring, and regenerating the human body. At THE LAB, clients of all levels and abilities have access to the tools they need to improve, recover, and perform to their full potential.
 

POSITION SUMMARY

THE LAB is a collaboration of best-in-class physical performance and wellness professionals focused on improving human performance using cutting-edge research and techniques in both athletic performance and individual wellness. Our members are more than “clients”—they’re part of our LAB Family. The Membership Experience Associate plays a vital role in shaping each member’s journey by providing day-to-day support, personalized assistance, and direct engagement. As the first point of contact for both potential and active members and clients, this individual helps deliver seamless experiences—coordinating services, handling scheduling, and assisting with sales, onboarding and ongoing engagement. The Associate also ensures a warm, welcoming front desk environment and supports client services with care and attention to detail.
 

REPORTS TO: THE LAB OPERATIONS MANAGER, Jeff King
 

JOB RESPONSIBILITIES

Lead Engagement & Follow-Up

• Maintain up-to-date tracking of prospective members in GO HIGH LEVEL CRM.
• Follow up with leads according to established contact schedules.
• Schedule tours and calls with potential members and clinics for CEO or Operations Manager.
• Monitor and update the status of leads throughout the sales process.
• Smoothly transition clients from the sales process into membership as outlined in our Customer Map.

Member Scheduling & Support

• Assist with coordinating member schedules, ensuring access to training, therapy, and recovery sessions.
• Track sessions and services used versus prescribed/purchased.
• Personally experience LAB services during onboarding to better understand and represent offerings.
• Help convey the LAB philosophy and be an advocate for how our philosophy supports individual transformation.

New Member Onboarding

• Help onboard new members by coordinating with Performance Specialists, Biomechanist, Physical Therapists and Service team members.
• Collect and organize intake paperwork, initiate payment setup, and ensure smooth onboarding.

Member Transitions

• Provide warm communication to members transitioning out of the LAB, reinforcing their connection as alumni.
• Ensure timely payment and system updates upon departure.
• Send exit surveys and maintain occasional contact with alumni to foster long-term relationships.

Client Communication

• Respond promptly to client inquiries via phone, email, or the LAB scheduling cell phone.
• Maintain contact records and assist with ongoing communication, including Performance team and/or CEO/Operations Manager