Job Description

A Concierge Rep is responsible for effectively handling inbound member and guest inquiries, questions, concerns, and issues across all clubs in the Equinox brand via either Phone, Email, Text (SMS), Social Media, or Chat. 

RESPONSIBILITIES

• Managing inbound phone calls, emails, texts (SMS), chats, and Social Media inquiries from members, leads, and guests.
• Handling all member and guest interactions with the highest level of hospitality and professionalism.
• Attempt to resolve all member complaints or concerns without escalating or passing the case to the member’s club.
• Assisting member and guests with all incoming inquiries; some examples being club amenities, hours of operation, club staff, in-house events, ancillary businesses, and Group Fitness.
• Participating in any Concierge Campaigns if assigned (Outbound contact and member outreach, etc)
• Saving members from cancelling by either reselling the membership, converting to freeze, or transferring member to another club of choice or partnering with the Manager of Concierge. Achieving and exceeding Save goals, if assigned.
• Abiding by all Equinox Policies & Procedures and Business Rules when handling member, lead, and guest cases.
• Efficiently and effectively escalating urgent cases to Concierge leadership.
• Meeting current personal and team response goals, as well as Save and Sales goals, when assigned and applicable.
• Completing all necessary wrap-up work in a timely manner.
• Seize opportunities to upsell when they arise (membership upgrades, ancillary sales, etc).
• When assigned, working with specific populations of Equinox members and/or external brand representatives.

Qualifications

• Must be customer service oriented
• Previous call center, customer service, and Equinox experience preferred
• Exceptional written and verbal communication skills
• Solutions-oriented, organized, and highly attentive to detail
• Familiarity with Salesforce and MotionSoft preferred
• Must be detail oriented and analytical
• Strong ability to multi-task
• High School Diploma

Additional Information

All your information will be kept confidential according to EEO guidelines.

Must have a legal right to work in the United States. While we appreciate every applicant’s interest, only those under consideration will be contacted. We regret that phone calls will not be accepted. EOE 

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