Concierge Rep

Equinox; New York (NY); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Concierge Representative to join their dynamic team. This role involves managing member inquiries across various channels, ensuring exceptional service and hospitality. The ideal candidate will be customer-focused, detail-oriented, and possess strong communication skills. In this position, you will play a vital role in enhancing member experiences and achieving team goals. With competitive pay and a supportive work environment, this opportunity is perfect for those looking to thrive in a high-performance culture and make a meaningful impact.

Benefits

Complimentary Club Membership

Competitive Salary

Benefits

Commission Opportunities

Incentives on Products and Services

Qualifications

• Must be customer service oriented with exceptional communication skills.
• Previous experience in call center or customer service preferred.
• Detail-oriented and able to multi-task effectively.

Responsibilities

• Manage inbound/outbound inquiries via phone, email, and social media.
• Resolve member complaints with a high level of hospitality.
• Achieve personal and team response goals and upsell opportunities.

Skills

Customer Service Orientation

Exceptional Communication Skills

Detail Oriented

Multi-tasking Ability

Solutions-oriented

Education

High School Diploma

Tools

Salesforce

MotionSoft

Job description

Equinox Group is a high growth collective of the world's most influential, experiential, and differentiated lifestyle brands. We restlessly seek what is next for maximizing life - and boldly grow the lifestyle brands and experiences that define it. In addition to Equinox, our other brands,SoulCycle and Equinox Hotelsare all recognized for inspiring and motivating members and employees to maximize life. Our portfolio of brands is recognized globally with locations within every major city across the United States in addition to London, Toronto, and Vancouver.

OUR CODE:

We are passionate abouthigh performance livingand we practice what we preach – investing time in our own health and fitness.We believe that everyone has untapped potential within them and it takes adisruptive approachto unleash it. Wedream bigand don’t settle for the status quo. Wesweat the details. We never accept less than110%tohelp each otherdeliver the Equinox experience and enable our members to get great results.We are obsessed with what’s new, what’s now,what’s next. Never following, always leading, and living ahead of the moment in fashion, culture, and consumer behavior. We aren’t just a company; we’re a community vested in each other’s success. We valuehumilityand ateam approachat every level of the company.

If you are a high performing individual who is passionate about winning and inspiring others then we are excited to discuss career opportunities with you.

Job Description

A Concierge Rep is responsible for effectively handling member and guest inquiries, questions, and concerns across all clubs in the Equinox brand via Phone, Email, Text (SMS), Social Media, and Chat.

RESPONSIBILITIES

• Managing inbound/outbound phone calls, emails, SMS, chats, and Social Media inquiries from members, leads, and guests.
• Handling all member and guest interactions with the highest level of hospitality and professionalism.
• Attempt to resolve all member complaints or concerns without escalating the case to an Equinox club.
• Assisting member and guests with all incoming inquiries; some examples being club amenities, hours of operation, club staf f, in-house events, ancillary businesses, and Group Fitness.
• Participating in any Concierge Campaigns if assigned (Outbound contact and member outreach, etc)
• Saving members from cancelling by either reselling the membership, converting to freeze, or transferring member to another club of choice or partnering with Concierge leadership.
• Abiding by all Equinox Policies & Procedures and Business Rules when handling member, lead, and guest cases.
• Ef ficiently and effectively escalating urgent cases to Concierge leadership.
• Achieving and exceeding personal and team response goals, as well as Save/Sales goals, if assigned/applicable.
• Completing all necessary wrap-up work in a timely manner.
• Seize opportunities to upsell when they arise (membership upgrades, ancillary sales, etc).
• When assigned, working with specific populations of Equinox members and/or extrernal brand representatives.

Qualifications

• Must be customer service oriented
• Previous call center, customer service, and Equinox experience preferred
• Exceptional written and verbal communication skills
• Solutions-oriented, organized, and highly attentive to detail
• Familiarity with Salesforce and MotionSoft preferred
• Must be detail oriented and analytical
• Strong ability to multi-task
• High School Diploma

Pay Transparency: $18.25 per hour

Additional Information

AS A MEMBER OF THE EQUINOX TEAM YOU WILL RECEIVE:

• We offer competitive salary, benefits, and industry leading commission opportunities for club employees
• Complimentary Club membership
• Perks and incentives with our products and services including Personal Training, Pilates, Spa and Shop

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Equinox is an equal opportunity employer. For more information regarding our career opportunities, please visit one of our clubs or our website athttps://careers.equinox.com/

All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.