Member Experience Coordinator

E S Fitness embodies an energetic and uplifting atmosphere that motivates both our members and our team. We face challenges head-on, creating loyal, lifelong fans and dedicated exercise practitioners. Our Core Values include: Taking Personal Responsibility, Being Optimistic & Fun, Learning & Growing, Team Collaboration, and Striving to Win. Core Purpose: To foster committed, lifelong fitness enthusiasts. We are thrilled to present an exciting opportunity for a passionate and highly organized Member Experience Coordinator to elevate the experience of our members and guests by delivering exceptional service. In this role, you'll provide outstanding customer support, resolve billing issues, and respond to member feedback. You will work collaboratively with gym managers to inspire, train, and develop the front desk team, ensuring our facility remains clean and welcoming. As a key leader in our organization, you will exemplify our core values and collaborate with managers to enhance the overall success of the gym. Position Purpose: To cultivate a team that excels in customer experience and achieves business goals. Key Responsibilities:Drive initiatives to improve member experience. Serve as the primary point of contact for member inquiries, ensuring prompt resolutions for service and billing issues. Handle member complaints with professionalism and empathy to nurture positive relationships and enhance retention rates. Develop and implement strategies to boost member engagement, resolve service issues promptly, and tailor outreach efforts. Monitor trends in member satisfaction and provide actionable insights to improve retention. Collaborate with department managers to address feedback from member surveys and acknowledge successes. Ensure that members feel valued and heard through open communication. Manage our online reputation by responding promptly to member comments across platforms in a consistent, values-driven voice. Work closely with the Operations Manager to train and coach the front desk team, ensuring they meet our excellent customer service standards. Partner with department managers to align facility operations with cleanliness and safety protocols, ensuring an optimal member experience. Exemplify the Company's core values in daily interactions and decision-making. Inspire the team to uphold Company culture, fulfilling our core purpose of building loyal, lifelong fitness enthusiasts. Qualifications:Proven experience in customer service or front-line leadership, preferably in fitness, hospitality, or service industries. Excellent communication (both written and verbal), problem-solving, and interpersonal skills. Able to effectively manage multiple tasks in a fast-paced, customer-focused environment. Strong organizational skills with keen attention to detail. Proficient in fitness management software, social media platforms, and Microsoft Office Suite. Understanding of fitness industry operations, including membership and billing processes. Requirements:Successful completion of a background check. CPR certification within the first 30 days of employment. Attendance at E S Ethos and Customer Service Training within 30 days of hiring. Able to work effectively in a gym environment, navigating through different areas while communicating with staff, members, and the public. Capable of operating the Company computer system, including document preparation and data entry. Physical ability to lift more than 40 lbs routinely. Hourly Pay Range: $18 - $20 USD Benefits and Perks:A dynamic and collaborative team environment. A management team committed to your professional development. Complimentary membership for you and one family member. Discounts on Personal Training and merchandise, including supplements. Employee referral program. Daily Pay option - access your earnings before payday. Competitive pay along with vacation, holiday, and sick leave benefits. Group health coverage, dental, vision, and Supplemental Life Insurance, plus an Employee Assistance Program. 401(k) plan with company matching. Personal education growth options provided through Sophia Learning. Benefits eligibility based on tenure and full-time or part-time employment.E S Fitness is an Equal Opportunity Employer, celebrating diversity and fostering an inclusive environment. Employment decisions are based on qualifications and merit, without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, or other legally protected statuses.