Wellness & Recovery Specialist

EōS Fitness; United States; Sur place; USD 20 664 - 22 041; Temps partiel

Avantages offerts par ce poste

Free membership for employee and one family member

Discounted personal training

Employee referral program

Daily pay offered

401(k) with company matching

Résumé du poste

A leading fitness organization in the United States seeks a Member Experience Manager to enhance member satisfaction through exceptional service and collaboration with department managers. This role includes resolving member concerns, supporting staff development, and monitoring member feedback to create a welcoming environment. Strong customer service experience and leadership skills are essential for success in this role.

Qualifications

• Proven experience in customer service or leadership roles, especially in fitness or hospitality.
• Ability to thrive in a fast-paced environment and manage multiple tasks effectively.
• Strong understanding of fitness industry operations, including billing processes.

Responsabilités

• Enhance the member experience through proactive engagement.
• Resolve member concerns and maintain positive relationships.
• Collaborate with management to ensure operational excellence in customer service.

Connaissances

Customer service experience

Excellent communication skills

Problem-solving abilities

Multitasking

Organizational skills

Outils

Fitness management software

Microsoft Office Suite

Description du poste

Position Overview

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 the 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.

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

Responsibilities

• Takes initiative in identifying ways to enhance the member experience.
• Serves as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.
• Addresses member complaints with professionalism, empathy, and a solution‑oriented mindset to maintain positive relationships and high retention rates.
• Supports member retention through developing and executing strategies to engage members, including promptly handling membership concerns, resolving service issues, and offering personalized outreach to members.
• Monitors trends in member satisfaction and provides actionable insights to improve retention and overall satisfaction.
• Collaborates with gym department managers to review and respond to member surveys and feedback promptly, addressing any areas for improvement and celebrating successes.
• Ensures members feel heard and valued, maintaining an open line of communication.
• Supports online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that reflects our values and professionalism.
• Partners 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.
• Partners with department managers and their teams to support facility operations, including cleanliness standards and safety protocols to provide a best‑in‑class member experience.
• Embodies the company’s core values (Take Personal Responsibility; Be Optimistic & Have Fun; Learn & Grow; Be a Team Player; Fight Hard To Win) in all daily interactions and decision‑making.
• Serves 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 a 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 across 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 the system, and reading reports from a database or email system.
• Ability to bend routinely and repetitively to lift more than 40 lbs.

Hourly Pay Range

$15 – $16 USD

Benefits and Perks

• A highly energetic and collaborative team.
• A management team that cares about your professional development.
• Free membership for you and one family member.
• Discounted personal training and merchandise, including supplements.
• Employee referral program.
• Daily pay offered – access to your funds before payday.
• Competitive pay plus vacation, holiday, and sick pay.
• Group health, dental, vision, supplemental life, employee assistant program, and even pet insurance are offered.
• 401(k) with company matching.
• Personal education growth options with Sophia Learning.
• Benefits based on eligibility of tenure and full‑time vs. part‑time employment.

Equal Opportunity Employer

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, see the official policy. EEO is The Law – click for more information. Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled. EōS Fitness participates in the government eVerify program. Please review the details of this program here. 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 619.467.4283.

Seniority Level

Entry level

Employment Type

Part‑time

Job Function

Health Care Provider

Industries

Wellness and Fitness Services