Sr. Associate, Studio Experience

Peloton•New York, NY

1d•Onsite

About The Position

Peloton Studios operates 365 days a year to deliver both a broad offering of highly engaging subscription content and world-class boutique fitness offerings to our members. We are looking for an upbeat, positive, and customer service-driven individual with a love for health and fitness and an excitement for Peloton to join our Studio Experience team. This individual prioritizes organization, preparation, and execution, in addition to outstanding customer service.

Requirements

2+ years of work experience in the customer service/hospitality industry
Must be reliable, professional, energetic, friendly, and computer literate
Must be friendly and outgoing
Ability to effectively communicate in person, via email, and via phone
Must have a friendly and professional phone and email etiquette
Must have excellent communication skills
Able to prioritize and multi-task within a fast-paced environment
Must be willing to initiate tasks and perform duties without direction
Must have outstanding customer service and problem-solving skills
Must have a positive, can-do mentality
Ability to work in a fast-paced environment
Ability to work a flexible schedule that includes weekends, holidays, early morning (5AM) and late evening (10PM), adapting to meet the needs of the business

Nice To Haves

Concierge, health, fitness experience is a plus

Responsibilities

Provide exceptional levels of customer service to members and guests
Respond to any email or in person queries with a professional and friendly demeanor
Effectively book, cancel and reschedule live productions for members through TeamUp, our reservation system, assisting them with any account related issues
Liase with programming to assist with and communicate and class changes or cancellations, including refunds.
Perform check in duties prior to live production, ensuring members and guests are aware of and adhering to studio rules, waivers and terms and conditions
Assist in post class meet & greets; taking, uploading and sending photos to guests and members
Become proficient in all systems across our reservation system, email provider, sms, g-suite, slack.
Perform any miscellaneous administrative tasks, including studio logs, trackers, etc.
Act as a main point of reference for members who need additional or general assistance throughout the studio be an expert in the studio and production experience
Ensure the energy of the studio experience is optimal, supporting the wider production teams with audience placement and participation
Coordinate group bookings from our community and assist with corporate group arrangements
Act as a group host for any community, member and corporate group bookings, being ever-present and available to help with questions and direction.
Provide behind the scenes tours for VIPS, prospective clients and key stakeholders, whilst supporting the wider studio team with member tours on member days
Have the highest level of brand and product knowledge, along with full awareness of upcoming events, activations and promotions
Help build surprise and delight moments for members and guests before, during, and post member visits with the help of fellow studio departments- including but not limited to birthday celebrations, milestones and anniversaries.
Be flexible to support in any additional studio activations or duties outside of our member class offering, including but not limited to event support, group and corporate bookings.
Think creatively about ways to improve the Peloton experience for our members every day in-studio and solve problems, share ideas, and implement with leadership
Be an integral part of the overall live studio experience
Project management assignments and responsibilities