Response Center Representative - Equinox Fitness Clubs

  • Full-time

Company Description

OUR STORY

We are a company with integrated luxury and lifestyle offerings centered on Movement, Nutrition and Regeneration. In addition to Equinox, our other brands, Blink, Pure Yoga, SoulCycle, Furthermore, Precision Run and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life. Within our portfolio of brands, we have more than 200 locations within every major city across the United States in addition to London, Toronto, & Vancouver. 

OUR CODE

We are passionate about high performance living and we practice what we preach – investing time in our own health and fitness. We believe that everyone has untapped potential within them and it takes a disruptive approach to unleash it. We dream big and don’t settle for the status quo. We sweat the details. We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great results.  We are obsessed with what’s new, what’s now, what’s next. Never following, always leading, living ahead of the moment in fashion, culture and consumer behavior. We aren’t just a company; we’re a community vested in each other’s success. We value humility and a team approach at every level of the company.

If you are a high performing individual who is passionate about winning and inspiring others then we are excited to discuss career opportunities with you.

Job Description

  • Managing inbound phone calls, emails, and webchats from members and guests
  • Handling all member and guest interactions with the highest level of hospitality and professionalism
  • Attempt to resolve all member complaints or concerns in the Response Center without escalating or passing back to club
  • Assisting member and guests with all inquiries as it relates to club amenities, hours of operation, club staff, in-house events, ancillary businesses, etc.
  • Responding to all member and guest inquiries in the current brand committed time frame (24/48 hours)
  • Saving members from cancelling by either reselling the membership, converting to freeze, or transferring member to another club of choice or partnering with the Retention Specialist
  • Abiding by all Equinox Policies & Procedures when handling member and guest cases
  • Efficiently and effectively escalating urgent cases to the appropriate field leadership member by utilizing the escalation hierarchy
  • Completing all necessary after call/email work in a timely manner
  • Meeting current personal and team response goals
  • Seize opportunities to upsell when they arise (upgrading membership, ancillary sales, etc.)

Qualifications

  • Must be customer service oriented
  • Previous call center or customer service experience preferred
  • Equinox experience preferred
  • Familiarity with Salesforce and MotionSoft preferred
  • Must be detail oriented and analytical
  • Strong ability to multi-task
  • Strong Excel skills, including pivot

Additional Information

AS A MEMBER OF THE EQUINOX TEAM YOU WILL RECEIVE:

  • We offer competitive salary, benefits and industry leading commission opportunities for club employees
  • Complimentary Club membership
  • 30- 50% discounts on all Equinox products and services including Personal Training, Private Pilates, Spa and Café’ services and Shop items

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 https://careers.equinox.com/

All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States. 

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