Member Experience Associate

MEMBER EXPERIENCE ASSOCIATE

Schedule: Monday-Friday 8am-5pm

• Weekend shifts may be required periodically

POSITION SUMMARY

The Member Experience Associate (MEA) plays a crucial role in ensuring that gym members and guests have a positive and seamless experience. This position is key to creating a welcoming and engaging environment that promotes high member satisfaction and retention. Reporting directly to the Senior Member Experience Manager, and taking shift-level direction from the Member Experience Shift Supervisor and Member Experience Coordinator, the MEA provides exceptional customer service, manages member transactions, and helps maintain the cleanliness and organization of the facility. The MEA works closely with gym staff to support daily operations and special events, contributing to the facility's overall success and community engagement efforts.

REPORTS TO: Member Experience Manager

RESPONSIBILITIES, EXPECTATIONS, AND DUTIES

• Providing Excellent Customer Service: Greet and assist members and guests warmly and professionally, addressing their needs and concerns promptly to enhance their overall experience. Handle any alerts that may be on their account. Ensure proper coverage when it's necessary to leave the area.
• Maintaining Facility Standards: Ensure the facility is clean, organized, and “photo-ready.” Restock supplies, tidy equipment, address maintenance or safety concerns, and complete daily cleaning checklists. Use downtime efficiently by checking equipment, stocking inventory, and maintaining an organized environment.
• Managing Member Transactions: Efficiently handle membership sign-ups, renewals, cancellations, and account inquiries, ensuring accurate record-keeping and billing. Assist in scheduling appointments and handling retail and service transactions via the POS system.
• Supporting Gym Operations: Assist with administrative tasks such as scheduling appointments, processing POS transactions, and assisting with special events.
• Communicating with the Team: Communicate with team members across The Athletic Cos. gyms during shift transitions to ensure seamless coverage and continuity of information. Inform co-worker(s) of pertinent information at the end of the shift. Maintain and update the staff communication log. Inform the Shift Supervisor or facility manager on duty of any member, guest, or facility issues.
• Ensuring Safety and Compliance: Monitor gym access to ensure only authorized individuals enter. Enforce gym rules, address safety concerns, and report incidents as needed.

SKILLS, EDUCATION AND EXPERIENCE

Required Skills:

• Excellent customer service and communication skills, both verbal and written.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Problem-solving abilities to handle member complaints and facility issues efficiently.
• Attention to detail to ensure accuracy in member records, billing, and facility maintenance.
• Technical proficiency with gym management software, POS systems, and basic computer skills (e.g., Microsoft Office).
• Ability to work collaboratively with team members to foster a positive work environment.

Physical Requirements:

• Ability to lift 45 lbs.
• Ability to stand, sit, stoop, kneel, crouch, bend, walk, and talk for extended periods.

Education & Experience:

• Required: High school diploma or equivalent. Preferred: Bachelor's degree in Exercise Science or related field.
• Preferred: Previous experience in a customer service role, preferably in a fitness or wellness environment.
• Required Certifications: CPR/First Aid Certification.

Additional Information:

• Part-time or full-time positions; availability for mornings, evenings, and occasional weekends preferred.
• Assist with monthly inventory checks and support management in implementing member feedback.
• Assist in planning and executing gym events, promotions, and community engagement activities to boost member involvement.
• Meet monthly KPIs (Key Performance Indicators) as set by the Senior Member Experience Manager.

BENEFITS

• Retirement plan and company match
• Full suite of health benefits
• Philanthropic opportunities and engagement
• Parental and family leave