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Customer Engagement Specialist

2 months ago

Layton, Utah, United States VASA Fitness Full time

POSITION DESCRIPTION

POSITION TITLE: Member Experience Specialist (MES)

FLSA STATUS: Hourly

COMPENSATION: Base rate of $11.40 per hour, plus $2 - $4 commission eligibility for memberships and personal training sales

ROLE OVERVIEW

The Member Experience Specialist plays a crucial role in ensuring that every member and guest enjoys a positive and memorable visit. Responsibilities include warmly welcoming members, fostering personal connections, promptly addressing concerns, maintaining equipment organization, and ensuring a pristine environment within the facility. This role is vital in establishing a favorable first impression of VASA Fitness, promoting memberships, facilitating upgrades, and guiding guests through the facility.

KEY RESPONSIBILITIES

  • Exhibit a sincere and friendly demeanor when interacting with guests and members.
  • Welcome guests and members with a friendly smile, maintaining eye contact and a courteous tone.
  • Proactively anticipate the needs of guests and members, providing clear guidance, accurate information, and support through available tools and technology.
  • Maintain familiarity with membership options, pricing structures, amenities, add-on services, and class offerings.
  • Conduct facility tours, following the Guest to Member Journey, facilitate membership sales, assist members with upgrades, schedule personal training consultations, and enroll members in personal training sessions.
  • Continuously seek opportunities to enhance the guest and member experience by relaying feedback to leadership and collaborating with the team to implement improvements.
  • Fulfill daily responsibilities to uphold VASA's high standards, which includes adhering to guest and member check-in protocols, performing daily cleaning tasks, conducting hourly facility inspections, restocking merchandise, and processing sales.

BENEFITS

We offer a comprehensive benefits package, including healthcare options for employees working 20 or more hours per week. All employees receive two complimentary gym memberships—one for personal use and another to share—along with 401k options.

  • For employees working 30+ hours per week: Paid Time Off (hourly), Health, Dental, Vision Benefits, and Paid Parental Leave.
  • For employees working 40 hours per week: Flexible Vacation Plan (salary) & Paid Holidays.

WORK ENVIRONMENT

VASA Fitness is recognized as a 'Great Place to Work' certified company, dedicated to fostering a supportive and energetic atmosphere for both members and team members.