Member Experience Concierge

PROJECT WELLBEING LLC

5d • $40,000 - $45,000 • Onsite

About The Position

The Member Experience Concierge is the primary point of contact and dedicated concierge for new and existing members at Project Wellbeing. This role is designed to provide a "white-glove" service experience, ensuring members feel guided, supported, and valued throughout their wellness journey. Beyond administrative support, this specialist acts as a wellness guide, creating customized utilization protocols for recovery modalities to maximize member outcomes.

Requirements

• Minimum 1 year in high-end customer service, hospitality, or wellness/fitness operations (required).
• Proficient with CRM/Booking software (Mindbody) and standard office communication tools (required).
• Ability to learn and explain complex modalities is required.
• Exceptional written and verbal communication skills; ability to maintain a warm, professional tone via text and email.
• Ability to stand/walk for extended periods.
• Ability to lift up to 25 lbs (for moving supplies or assisting with equipment setup).

Nice To Haves

• A strong interest in biohacking, recovery science, or physical therapy is preferred.

Responsibilities

• Serve as the Primary Liaison for high-value members, handling all incoming texts, emails, and phone calls with professional urgency.
• Manage all appointment scheduling, rescheduling, and cancellations for members via the booking software.
• Proactively manage member schedules to ensure consistent attendance and full utilization of their membership benefits (Utilization Tracking).
• Conduct periodic, proactive outreach to assess member needs and solicit direct feedback (Proactive Outreach & Anticipatory Service).
• Troubleshoot billing inquiries, payment processing, and account updates (Administrative Support).
• Conduct new member onboarding, ensuring a clear understanding of facility flow, etiquette, and booking procedures.
• Systematically manage and track post-service member surveys, escalating critical feedback and operational issues to the AVP of Operations.
• Provide added Floor Support by assisting wellness attendants with retail transactions and escorting members to their biohacking modalities.
• Consult with members to understand their recovery goals (e.g., pain relief, athletic recovery, stress reduction).
• Create customized "Modality Menus" or weekly protocols for all new members, prescribing specific usage of amenities such as Red Light Therapy, Hyperbaric Oxygen Therapy (HBOT), Vibroacoustic Therapy, Infrared Saunas & Cold Plunge, Molecular Hydrogen & PEMF Mats.
• Educate members on the specific benefits and recommended durations for each modality based on company SOPs..
• Manage the inventory, ordering, and preparation of all medical lab kits (e.g., kit ordering, kit activation, kit storage).
• Maintain a detailed tracking system for each member's lab kit process, monitoring status from sent to member, received by lab, to results available.
• Serve as the internal liaison for the Fullscript platform, managing member accounts, assisting with prescription fulfillment, and troubleshooting any ordering issues.
• Ensure timely communication with members regarding lab kit process updates and supplement order status.
• Manage and schedule the shifts for all member service associates to ensure adequate coverage.
• Monitor facility cleanliness and readiness of modality rooms between appointments.
• Assist the Operations team with retention data reporting (tracking which members have not visited recently and conducting outreach).

Benefits

• Employee discounts
• Free uniforms
• Paid time off
• Training & development
• Project Wellbeing
• Unlimited Access to Recovery Modalities: Includes use of Sauna, Cold Plunge, Red Light, PEMF, etc. (during non-peak hours). Estimated Market Value: $599/month (non-cash benefit; subject to change).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed