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 provide exceptional customer service across various channels. In this dynamic role, you'll manage member inquiries, resolve concerns, and assist with club-related information while maintaining the highest level of hospitality. Your ability to multitask and communicate effectively will be key to achieving personal and team goals. This position offers competitive pay and the opportunity to work in a vibrant environment, where you can make a positive impact on members' experiences. Join a team that values your contributions and offers perks like complimentary club membership and incentives on services.

Benefits

Complimentary Club Membership

Competitive Salary

Benefits and Commission Opportunities

Incentives on Personal Training and Spa Services

Qualifications

• Must be customer service oriented with strong communication skills.
• Previous call center experience preferred, detail-oriented and analytical.

Responsibilities

• Manage inbound/outbound inquiries via phone, email, and social media.
• Resolve member complaints and upsell services when opportunities arise.

Skills

Customer Service Orientation

Written Communication

Verbal Communication

Multi-tasking

Detail Orientation

Analytical Skills

Solutions-oriented

Education

High School Diploma

Tools

Salesforce

MotionSoft

Job description

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:
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 at https://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.