Member Experience Associate

We are seeking a Membership Experience Associate who has a passion for delivering unmatched customer experiences! The ideal candidate will have a passion for bringing new and innovative ideas to the table as we scale our newly established customer support organization. With 3 years of relevant experience in a technical support environment you will have the opportunity to shape the culture grow within a rapidly scaling operations environment and most of all take care of our customers!

This position will be located in Phoenix AZ and reports to the Manager of Member Experience. The responsibilities and duties of this position described here are representative of those an employee must perform. This is not a comprehensive list and other duties may be assigned.

Job Description

RESPONSIBILITIES:

• Work daily with customers to provide guidance in the effective use of our systems platform products and services
• Respond to customer requests via Tickets Chat Email and Phone successfully in a fastpaced environment.
• Identify areas for natural crosssell/upsell within customer success and train new teams as needed
• Maintain client and vendor relationships by servicing with a premier experience mentality
• Demonstrates the ability to tackle each challenger by using a logical systematic sequential approach
• Understands and utilizes appropriate documentation and escalation path established within the operations team
• Collaborates and adjusts service delivery through feedback measures including but not limited to: Net Promoter Scores Independent Quality Feedback survey scores and call quality reviews
• Partnering with other operational team members to align and ensure service delivery for the integration and deployment of our product suite
• Deliver on projects and other support team related duties as assigned

Qualifications :

• HS diploma or GED required. (Some College Coursework Preferred)
• High level computer proficiency
• Technical Support/ Customer service experience. 3 years preferred
• Strong communication skills both verbal and written
• Experience using Salesforce or equivalent CRM system
• Prior experience in a fastpaced startup environment would be helpful
• A passion for fitness and/or knowledge of fitness industry trends is helpful
• Flexibility to work fulltime between 5am and 8pm Arizona Time; Monday through Sunday hours subject to change based on business needs

Pay Transparency: $20/HR

Additional Information :

• We offer competitive salary benefits and industry leading commission opportunities for club employees
• Complimentary Club membership
• Perks and incentives with our products and services including Personal Training Pilates Spa and Shop

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Equinox is an equal opportunity employer. For more information regarding our career opportunities please visit one of our clubs or our website at  your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.