Member Experience Specialist

Orangetheory•Owings Mills, MD

9d•$19 - $25

About The Position

As a Member Experience Specialist, you will be responsible for supporting the studio in all front of house operations, member experience and providing premium customer service. The ideal candidate has proven customer service skills and is an experienced relationship builder. The Member Experience Specialist is responsible for ensuring smooth day to day operations in the studio and connecting with members and potential members. This position must believe and promote the health and wellness benefits that are associated with a healthy lifestyle.

Requirements

Previous customer service experience with strong communication skills.
Excellent customer service skills.
Solid verbal and written communication skills required.
Able to multitask in a busy environment.
Functional computer skills required - MS Office programs, internew, basic computer program software use.
High school diploma preferred.
Ability to work and function in an ORANGE TEAM environment (Orange is more than just a color, it’s an attitude!)
Able to work a flexible schedule as needed to fit the studio needs including early morning, evening, and/or weekend hours.
Orangetheory Fitness is open 364 days per year 4:30 am - 10:00 pm.

Responsibilities

Provides and maintains the highest level of customer service and provides effective and timely communication to management regarding customer service issues.
Maintains a welcoming and inclusive “Orange” culture in the studio at all times.
Models all studio activities through self-involvement (leading by example).
Demonstrates genuine care for our members by maintaining a positive, empathetic, and professional attitude.
Greets members and guests promptly, enthusiastically, and with a smile to create a friendly and positive experience when entering the Orangetheory Fitness studio.
Exceeds monthly personal sales expectations established by Area Manager.
Establishes and maintains an effective referral program.
Maintains accurate interactions and customer service records using established Orangetheory Fitness systems.
Leads Orangetheory Fitness studio tours with prospective and current program holders.
Ensures smooth onboarding experience for new members.
Works closely with the fitness team to ensure the sales process and studio processes are fulfilled.
Participates in at least 2 Orangetheory Fitness scheduled workouts per week.
Processes accurate cash and credit card transactions including refunds.
Follows reactive retention strategies and processes member change requests including upgrades, downgrades, freezes, cancellations, etc.
Responds immediately and professionally to member requests, inquiries and concerns.
Conducts proper on-boarding of all Orangetheory Fitness clients through the use of Orangetheory Fitness forms and agreements.
Ensures correct completion of all documents for studio compliance.
Attends and participates in all role related Orangetheory Fitness training programs.
Completes and stays current with all role based assigned continuing education on Orangetheory Fitness’ learning and development platform, Orange University.
Be present during monthly staff meetings to discuss areas of strength and opportunity for the studio and the entire staff and stay up to date with all current promotions and marketing drives for the studio.
Maintains the organization and cleanliness of the lobby and front desk areas, as well as bathrooms, showers, retail area, and fitness room; compliant with both local government and corporate standards.