Fitness Studio Representative

1 month ago

Owings Mills, Maryland, United States Orangetheory franchise #0374 Full time
Job Title: Member Experience Specialist

Job Summary:

As a Member Experience Specialist at Orangetheory franchise #0374, you will be responsible for delivering exceptional customer service and creating a welcoming environment for our members. You will be the face of our studio, ensuring that every interaction is positive and memorable.

Key Responsibilities:
  • Culture:
    • Provide and maintain the highest level of customer service and communicate effectively with management regarding customer service issues.
    • Maintain a welcoming and inclusive culture in the studio at all times.
    • Model all studio activities through self-involvement (leading by example).
  • Sales and Customer Service:
    • Demonstrate genuine care for our members by maintaining a positive, empathetic, and professional attitude.
    • Greet members and guests promptly, enthusiastically, and with a smile to create a friendly and positive experience when entering the studio.
    • Exceed monthly personal sales expectations established by the Area Manager.
    • Establish and maintain an effective referral program.
    • Maintain accurate interactions and customer service records using established Orangetheory Fitness systems.
    • Lead studio tours with prospective and current program holders.
    • Ensure a smooth onboarding experience for new members.
    • Work closely with the fitness team to ensure the sales process and studio processes are fulfilled.
  • Operations:
    • Participate in at least 2 Orangetheory Fitness scheduled workouts per week.
    • Process accurate cash and credit card transactions, including refunds.
    • Follow reactive retention strategies and process member change requests, including upgrades, downgrades, freezes, cancellations, etc.
    • Respond immediately and professionally to member requests, inquiries, and concerns.
    • Conduct proper onboarding of all Orangetheory Fitness clients through the use of Orangetheory Fitness forms and agreements.
    • Attend and participate in all role-related Orangetheory Fitness training programs.
    • Complete and stay current with all role-based assigned continuing education on Orangetheory Fitness' learning and development platform, Orange University.
    • Be present during monthly staff meetings to discuss areas of strength and opportunity for the studio and the entire staff.
    • Maintain the organization and cleanliness of the lobby and front desk areas, as well as bathrooms, showers, retail area, and fitness room, compliant with both local government and corporate standards.
Requirements:
  • Previous customer service experience with strong communication skills.
  • Excellent customer service skills.
  • Solid verbal and written communication skills required.
  • Able to multitask in a busy environment.
  • Functional computer skills required - MS Office programs, internew, basic computer program software use.
  • High school diploma preferred.
  • Ability to work and function in an ORANGE TEAM environment (Orange is more than just a color, it's an attitude).
  • Able to work a flexible schedule as needed to fit the studio needs, including early morning, evening, and/or weekend hours.
Physical Demands:
  • This job operates in a fitness studio. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • This position sometimes requires a person to stand and walk for long periods of time (up to 8 hours).
  • This position requires the ability to lift files, open filing cabinets, and bend or stand as necessary.
  • This position requires frequent verbal, written, and interpersonal communication skills.
  • Basic math skills needed to calculate change (money), formulas, commissions, discounts, etc.
  • Must be able to lift up to 20 pounds.

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