Member Engagement & Services Associate

Newtown Athletic Club; Newtown Township (Delaware County); On-site; USD 32,000 - 42,000; Full time

Job summary

Newtown Athletic Club in Newtown, PA is seeking a friendly Member Engagement & Services Associate to support members and help them get the most from their club experience. You will handle daily customer service with proactive phone and email outreach, answering questions, assisting with account updates, and welcoming new members.

The role involves following up with members, connecting them to fitness consultations, classes, and personal training, and coordinating appointments while maintaining

Qualifications

• Experience in customer service, hospitality, membership services, or a similar role.
• A warm, approachable personality with strong listening and communication skills.
• Comfort initiating phone calls and building relationships.
• Ability to handle sensitive conversations with empathy, discretion, and professionalism.
• Strong organization, attention to detail, and dependable follow-through.
• Ability to balance member service, administrative work, and ongoing outreach.
• Comfort learning new software and maintaining accurate records.
• Fitness or wellness industry experience is a plus.

Responsibilities

• Answer phone calls, emails, and in-person questions about memberships, amenities, programs, and events.
• Assist with account updates, membership changes, freezes, and cancellation requests.
• Listen to member concerns, identify solutions, and follow through to resolution.
• Follow up with new members to help them feel comfortable and get started at the club.
• Proactively contact members whose visits have declined to understand their needs and offer support.
• Connect members with fitness consultations, guided workouts, classes, and other offerings.
• Help schedule appointments, introductions, and classes, then follow up on the member's experience.
• Maintain accurate records of member conversations, outreach, and next steps.
• Coordinate with other departments and assist with daily administrative tasks.

Skills

Customer service

Communication

Phone outreach

Administrative tasks

Record-keeping

Tools

CRM software

Job description

Enjoy connecting with people and helping them feel welcome? The Newtown Athletic Club is looking for a friendly, organized Member Engagement & Services Associate to support our members and help them make the most of their club experience.

This position combines daily customer service with proactive phone and email outreach. You'll assist with membership questions, resolve concerns, welcome new members, and reconnect with members who haven't visited recently.

What You'll Do

• Answer phone calls, emails, and in-person questions about memberships, amenities, programs, and events.
• Assist with account updates, membership changes, freezes, and cancellation requests.
• Listen to member concerns, identify appropriate solutions, and follow through to resolution.
• Follow up with new members to help them feel comfortable and get started at the club.
• Proactively call and email members whose visits have declined to understand their needs and offer support.
• Connect members with relevant fitness consultations, guided workouts, group exercise classes, personal training, and other club offerings.
• Help schedule appointments, introductions, and classes, then follow up on the member's experience.
• Maintain accurate records of member conversations, outreach, and next steps.
• Coordinate with other departments and assist with daily administrative tasks.

What You'll Bring

• Experience in customer service, hospitality, membership services, or a similar role.
• A warm, approachable personality and strong listening and communication skills.
• Comfort initiating phone calls and building relationships.
• The ability to handle sensitive conversations with empathy, discretion, and professionalism.
• Strong organization, attention to detail, and dependable follow-through.
• The ability to balance member service, administrative work, and ongoing outreach.
• Comfort learning new software and maintaining accurate records.
• Fitness or wellness industry experience is a plus.

About NAC

The Newtown Athletic Club is a premier lifestyle club and wellness center in Newtown, PA. Our mission is to improve lives through health and wellness while creating a welcoming community where people feel they belong.

Position Requirements

Must have customer service experience

Full-Time/Part-Time Full-Time

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.