Member Experience Specialist-7743

YouFit•Miami, FL

9d•Onsite

About The Position

As a Member Experience Specialist at YouFit Gyms, you deliver exceptional customer service and help ensure every member and guest has a positive experience. You create a welcoming environment, respond to member needs, and support people throughout their fitness journey. Customer service is the primary focus, with additional responsibilities for promoting memberships and other offerings. The role includes member account support, gym access oversight, payment processing, facility cleanliness, and assistance with tours and events.

Requirements

Must be at least 18 years of age.
Proficient in reading, speaking, and writing in English.
Availability to work flexible hours, including mornings, evenings, weekends, and holidays as needed.
Strong customer service skills and the ability to engage positively with members, guests, and prospects.
Ability to follow cleaning procedures and safely and effectively use approved cleaning products.
Basic knowledge of facility maintenance, including minor repairs and supply management.
Ability to multitask and remain organized in a fast-paced environment.
Basic proficiency in handling transactions, balancing a cash drawer, and following cash-handling procedures.
Ability to enforce gym policies professionally and resolve member concerns effectively.
Basic computer skills for processing check-ins, updating accounts, and managing member interactions.
Ability to maintain gym cleanliness and follow required cleaning checklists.
Team-oriented mindset and a proactive approach to problem-solving and service excellence.

Nice To Haves

Fluency in multiple languages is favored.

Responsibilities

Create a welcoming environment and acknowledge members at 10 feet and greet them at 5 feet using the 10/5 Rule.
Monitor gym access, confirm active accounts, follow check-in and access policies, and address member alerts.
Assist members with account questions, updates, and issues in person and over the phone.
Answer incoming phone calls, provide accurate information, and route inquiries as needed.
Engage with members considering cancellation and offer solutions to retain their memberships or services.
Follow gym opening and closing procedures and prepare the facility for members.
Process point-of-sale transactions for retail purchases, beverages, past-due balances, guest passes, and other services; balance the cash drawer and follow cash-handling procedures.
Enforce gym policies, including dress code, guest policies, and facility rules.
Complete required cleaning checklists and daily maintenance and periodic deep-cleaning tasks.
Identify and report safety hazards, maintenance issues, and other facility concerns to management.
Clean and sanitize restrooms, locker rooms, workout spaces, front desk areas, and common areas.
Wipe down and disinfect cardio machines, strength-training equipment, and free weights.
Empty trash, replace liners, and restock restroom and gym supplies, including paper towels, soap, and disinfectant sprays.
Sweep, mop, and vacuum floors; promptly respond to spills, biohazards, and other unexpected messes.
Monitor cleaning supply levels and request restocks; use cleaning equipment and products safely according to YouFit guidelines.
Guide prospects through personalized gym tours and help ensure a smooth transition to a membership presentation.
Assist with member appreciation days, promotions, and special events.
Promote memberships and other offerings to enhance the member experience.