Member Service Specialist

EōS Fitness•Phoenix, AZ

24d•$25 - $27

About The Position

EōS Fitness is bold, upbeat, and motivating. Not only in our fitness routines, but in our work environment as well. Like our members, our employees know how to rise to a challenge and handle it head on. EōS Fitness' Core Purpose is to create loyal, lifelong fans and exercise practitioners. To achieve this purpose, our Core Values are: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be A Team Player, and Fight Hard To Win. Core Purpose: To create loyal, lifelong fans and exercise practitioners. The Member Services Representative serves as a key support partner for escalated, sensitive and high impact member concerns and inquiries, partnering with Risk & Asset Protection, and overall member satisfaction. This role is responsible for managing member feedback platforms, resolving complex issues with empathy and professionalism, and supporting brand reputation that aligns with EōS Fitness standards. The representative will collaborate cross-functionally with Personal Training Service Center, Risk & Asset Protection, Marketing, MXM, and field leadership to support a consistent, positive experience across all touchpoints.

Requirements

1–3 years of experience in member services, customer support, hospitality, or a similar field.
Excellent verbal and written communication skills, with the ability to write clear, professional, and brand-consistent public responses across multiple platforms especially with sensitive and high stakes situation.
Strong verbal communication skills, especially in de-escalation and high-stakes conversations.
Ability to remain calm, composed and solution focused under pressure.
Organized and detail-oriented, capable of managing multiple member sentiment platforms along with internal project management tools.
Experience collaborating with cross-functional teams preferred.
Ability to prioritize, multitask, and work efficiently in a fast-paced environment.
Familiarity with sentiment platforms like Medallia, ChatMeter and Sprout or CRM tools is a plus.
Familiarity with CRM systems like Datatrak and ticketing tools like FMX and Zen Desk.
Proficient in general office software and documentation systems.
And, of course, someone who embraces our Core Values!

Responsibilities

Serve as the primary contact for complex member concerns—respond promptly, with courtesy and accuracy.
Collaborate with the Personal Training Service Center to address member questions about training programs.
Maintain composure and a friendly attitude to guide difficult conversations toward positive solutions.
Contact members regarding escalated issues, inquiries, or incidents at the gym.
Handle sensitive matters such as billing, disputes, club policies, safety, and service with professionalism.
Apply advanced conflict resolution techniques (such as the POISE Method) to strengthen member relationships.
Work closely with the Risk & Asset Protection team to follow up on injuries or incidents.
Communicate with members involved in incidents and accurately document conversations.
Ensure all safety-related communications adhere to established guidelines and provide support to members.
Assist the MXM team with account setup, survey management, and troubleshooting.
Respond to feedback on platforms such as Medallia, Chatmeter, Sprout, BBB, and more to maintain a positive reputation.
Monitor member feedback to identify trends, potential risks, and improvement opportunities.
Draft and publish polished, brand-aligned responses on review and social platforms like BBB, Google, Yelp, and LinkedIn.
Collaborate with Marketing to ensure all public messaging accurately represents our brand identity.
Manage the BBB platform and work with club leadership to maintain an A+ rating.
Monitor Chatmeter to ensure leadership responses meet standards, staff accounts are set up, and settings are managed.
Proactively escalate significant reputation risks for prompt resolution.
Support field leadership by tracking and following up on escalations, BBB cases, and feedback items.
Collaborate with teams in Operations, Marketing, Risk, Personal Training, and Member Experience to deliver outstanding support.
Contribute to ongoing projects aimed at improving the member journey.
Monitor and follow up on unresolved issues to ensure nothing is overlooked.

Benefits

A highly energetic and collaborative team.
A management team that cares about your professional development.
Free membership for you and plus one family member.
Discounted Personal Training, and merchandise – including supplements.
Employee referral program.
Daily Pay offered - access your funds before payday.
Competitive pay plus vacation, holiday, and sick pay.
Group Health, dental, vision, Supplemental Life, Employee Assistant Program and even Pet Insurance are offered!
401(k) + Company matching!
Personal education growth options with Sophia Learning.