Member Experience Leader: Elevate Service & Retention

EōS Fitness; North Las Vegas (NV); On-site; USD 22,041 - 24,796; Part time

Benefits offered by this job

Free membership for employee and family member

Discounted Personal Training

401(k) with Company matching

Job summary

EōS Fitness is seeking a leader who will enhance the member experience and drive team performance in Nevada. The role involves resolving complaints professionally, monitoring member satisfaction, and collaborating with department managers.

Ideal candidates have experience in customer service, strong communication skills, and wellness industry knowledge. Salary ranges from $16 to $18 per hour, with benefits including free gym membership and health coverage.

Qualifications

• Proven experience in customer service or front-line leadership.
• Ability to multitask in a fast-paced environment.
• Knowledge of fitness industry operations including membership management.

Responsibilities

• Enhance member experience based on feedback.
• Resolve member billing and service issues.
• Collaborate with teams to support facility operations.

Skills

Customer service experience

Excellent communication

Problem-solving skills

Organizational skills

Tools

Fitness management software

Microsoft Office Suite

Social media platforms

Job description

EōS Fitness is bold, upbeat, and motivating. Not only in our fitness routines, but in our work environment as well. Like our members, our employees know how to rise to a challenge and handle it head on. EōS Fitness' Core Purpose is to create loyal, lifelong fans and exercise practitioners. To achieve this purpose, our Core Values are: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be A Team Player, and Fight Hard To Win.

Core Purpose: To create loyal, lifelong fans and exercise practitioners.

We are seeking a dynamic and highly organized Member Experience Manager to support EōS members and guests by delivering best-in-class service. This individual will be responsible for delivering exceptional customer service, addressing member concerns, resolving billing issues, and responding to member feedback. The Member Experience Manager will partner with gym department managers to train, motivate, and develop front desk staff while ensuring that our facility is clean, friendly, and well- maintained. As a key leader in our Company, you will model our core values and work closely with department managers to support the overall success of the gym.

Position Purpose: Develop a team that delivers exceptional customer experience and hits business objectives.

Core Purpose: To create loyal, lifelong fans and exercise practitioners.

Responsibilities:

• Takes Initiative in identifying ways to enhance the member experience.
• Serve as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.
• Address member complaints with professionalism, empathy, and a solution-oriented mindset to maintain positive relationships and high retention rates.
• Support member retention through developing and executing strategies to engage members, including promptly handling membership concerns, resolving service issues, and offering personalized outreach to members.
• Monitor trends in member satisfaction and provide actionable insights to improve retention and overall satisfaction.
• Collaborate with gym department managers to review and respond to member surveys and feedback promptly, addressing any areas for improvement and celebrating successes.
• Ensure members feel heard and valued, maintaining an open line of communication.
• Support online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that reflects our values and professionalism.
• Partner with the Operations Manager to support, lead, train, and coach the front desk team, providing ongoing feedback and development to maintain best in class customer service.
• Partner with department managers and their teams to support facility operations, including cleanliness standards and safety protocols to provide the best-in-class member experience.
• Embody the Company's core values (e.g., Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, Fight Hard to Win) in all daily interactions and decision- making.
• Serve as a leader who inspires the team to uphold the Company’s culture and deliver on our core purpose of creating loyal, lifelong fans and exercise practitioners.

Qualifications:

• Proven experience in customer service or front-line leadership, preferably in the fitness, hospitality, or service industry.
• Excellent communication (written and verbal), problem-solving, and interpersonal skills.
• Ability to multitask and thrive in a fast-paced, customer-facing environment.
• Strong organizational skills and attention to detail.
• Proficiency with fitness management software, social media platforms, and Microsoft Office Suite.
• Knowledge of fitness industry operations, including membership management and billing processes.

Requirements:

• Must successfully pass background check.
• Must Obtain a CPR certification within 30 days of employment. *
• Must attend EōS Ethos and Customer Service Training within 30 days of employment. *
• Ability to work in a gym setting; move about club floors and rooms; communicate with employees, members, and the public
• Ability to access and operate the Company computer system including preparing documents, entering data into computer system, read reports from a computer data base or email system
• Ability to bend routinely and repetitively to lift more than 40 lbs.

Hourly Pay Range

$16 - $18 USD

Benefits and Perks:

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and plus one family member.
• Discounted Personal Training, and merchandise – including supplements.
• Employee referral program.
• Daily Pay offered - access your funds before payday.
• Competitive pay plus vacation, holiday, and sick pay.*
• Group Health, dental, vision, Supplemental Life, and Employee Assistant Program are offered!*
• 401(k) + Company matching!*
• Personal education growth options with Sophia Learning.

* Based on eligibility of tenure and full-time vs. part-time employment.

EōS Fitness is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, or any other legally protected status.

To view more information on our CCPA policy, click HERE .

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the Recruiting Help Line at [e-mail] or by calling 949.309.4182. To check on the status of your application, please visit the Greenhouse Candidate Portal at my.greenhouse.com for updates.

Create a Job Alert

Interested in building your career at EōS Fitness? Get future opportunities sent straight to your email.

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Education

School Select...

Degree Select...

Start date year

End date year

Do you currently have your CPR certification up to date? * Select...

If yes, please upload your CPR certificate here

Accepted file types: pdf, doc, docx, txt, rtf

If no, are you able to and willing to acquire a CPR Certification within 30 days of employment? * Select...

Date Available to Start? *

What days and times are you available? * Select...

Please select all that apply. **Applicants do not need to identify absences needed for religious purposes. EōS Fitness will attempt to make reasonable accommodations for religious beliefs or practices.

Have you worked at EōS Fitness before? * Select...

Position Held

Does any of your family or anyone you live with have an affiliation with this company or any of its affiliates? * Select...

EōS Fitness will consider a member of an employee's immediate family or household for employment if the applicant possesses all of the qualifications for employment for the position. Immediate family or household members are not eligible for hire if doing so results in a direct or indirect supervisor/subordinate relationship or leads to an actual or perceived conflict of interest.

If yes, please provide their names.

If hired, can you show proof you are at least 18 years old? * Select...

If hired, can you show proof of authorization to work in the United States? * Select...

If no, please describe your work authorization status.

Can you perform essential job functions as outlined in the job description, either with or without reasonable accommodation? * Select...

(Note: we comply with ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. Hire may be subject to passing a medical examination, and to skill and agility tests.)

If no, what special accommodations do you require?

EōS Fitness is bold, upbeat and motivating. Not only in our fitness routines, but in our work environment as well.Like our members, our team members know how to rise to a challenge and handle it head on. What makes you a strong candidate for our team? *

SMS Messages Consent Select...

By clicking here, I am agreeing that future text messages relating to EOS Fitness, including company news, job posting and application status updates, and other information, may be sent on behalf of EOS Fitness to the cell phone number I provided above.

Were you referred by a current EōS team member? * Select...

Phone number of the person referring you

This is required to receive a referral bonus.

Please enter the referring team member's Full Legal First and Last Name. *

To be eligible for a referral bonus, you must enter the required referrers information.