OUR STORY:

Equinox Group is a high growth collective of the world's most influential, experiential, and differentiated lifestyle brands. We restlessly seek what is next for maximizing life - and boldly grow the lifestyle brands and experiences that define it. In addition to Equinox, our other brands, SoulCycle and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life. Our portfolio of brands is recognized globally with locations within every major city across the United States in addition to London, Toronto, and 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, and 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.

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 fast-paced environment.
• Identify areas for natural cross-sell/up-sell 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

• 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 fast-paced, start-up environment would be helpful
• A passion for fitness and/or knowledge of fitness industry trends is helpful
• Flexibility to work full-time between 5am and 8pm Arizona Time; Monday through Sunday, hours subject to change based on business needs

Pay Transparency: $20/HR

• 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 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.