Member Experience & Wellness Engagement Specialist

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

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