Member Experience Specialist

Benefits:

• 401(k)

• 401(k) matching

• Bonus based on performance

• Company parties

• Competitive salary

• Dental insurance

• Employee discounts

• Free uniforms

• Health insurance

• Opportunity for advancement

• Paid time off

• Training & development

• Vision insurance

• Wellness resources

Mission

Our heartbeat is to deliver proven fitness results for a healthier world.

General Purpose of 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.

Primary Job Responsibilities

Culture

• 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).

Sales and Customer Service

• 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.

Operations

• 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.

Qualifications

• 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.

Physical Demands

This job operates in a fitness studio. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position sometimes requires a person to stand and walk for long periods of time (up to 8 hours)

• This position requires the ability to lift files, open filing cabinets and bend or stand as necessary.

• This position requires frequent verbal, written, and interpersonal communication skills

• Basic math skills needed to calculate change (money), formulas, commissions, discounts, etc.

• Must be able to lift up to 20 pounds.

Disclaimer

This job description is not a contract - management reserves the right to change its contents at any time. Orangetheory Fitness complies with the guidelines set forth in the Americans with Disabilities Act of 1990 and as amended and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status or family responsibility, genetic information, national origin, age, veteran status, mental or physical disability or any other characteristic protected by law. Orangetheory Fitness is an Equal Opportunity Employer.

Compensation: $19.00 - $25.00 per hour

Jobs That Make a Real Difference

About Us

Orangetheory is a science-based, full-body workout that uses technology to measure performance so members can prove they are improving. In a 60-minute class, led by a highly trained and certified coach, members target at least twelve minutes in the Orange Zone to raise their heart rate and charge up metabolism. The result is an increase in calorie burn post-workout, backed by the science of excess post-exercise oxygen consumption (EPOC). After twelve minutes of hard work in the Orange Zone, your body burns additional calories as you recover over the next 24 hours.

Our Philosophy

For us, physical fitness transcends weight loss and bikini season. Fitness is a way of life -- in fact, our brand purpose is to help people live longer, more vibrant lives. When we help our members to put in the work at our studios, they will experience benefits in their day-to-day. They will be physically stronger, but beyond that, they will notice improvements to their mood, cognition, sleep, and overall happiness and quality of life. This workout actually changes your body at the cellular level and has been known to help members through disease, chronic illness, depression, and even heartbreak and the loss of loved ones. They'll simply have the energy to play with their grandchildren, run a 5K, or go hiking. When we can help our members to take care of their body and mind, amazing things can happen. More Orangetheory, More LIFE.

Diversity, Equity and Inclusion

Orangetheory is committed to encouraging, facilitating and upholding an environment centered on diversity, equity and inclusion across every facet of the Orangetheory brand. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve. Click here to see more about Diversity, Equity and Inclusion at Orangetheory.

Acknowledgement *

I understand that I am applying for a position with an employer that is an independently owned and operated Orangetheory Fitness franchisee, not the franchisor, OTF Franchisor, LLC or any of its affiliates (OTFF). With respect to any position with a franchisee, I understand and agree that any information I provide in this application will be submitted directly to the independent franchisee, who is solely responsible for all employment related matters in their studio. This means, among other things, that the independent franchisee is solely responsible for and unilaterally makes all decisions concerning my employment, including hiring, firing, discipline, supervision, staffing and scheduling. OTFF will not receive a copy of my application, will have no control over whether I receive an interview and/or am ultimately hired, does not control and is not responsible for the employment policies and practices of independent franchisees, and does not employ independent franchisee's employees. If I am hired to work at an independent franchisee's studio, the independent franchisee, and not OTFF, will be my employer. By submitting my application and resume, I am confirming that I am agreeing and consenting to the foregoing.

Orangetheory values your privacy, so we want to keep you informed as to how your personal information is handled. With respect to the personal information you provided in this application, that information will be submitted directly to the independent franchisee, who is solely responsible for all privacy and data protection matters related to their studio. For any inquiries regarding how the independent franchisee may collect and process your personal information, please refer to that franchisee's privacy policy or contact them directly. For all other information about how the franchisor, OTF Franchisor, LLC or any of its affiliates (OTFF), may collect and process personal information, please https://www.orangetheory.com/en-us/privacy-policy.