Customer Services Associate

POSITION DESCRIPTION

POSITION TITLE: Member Experience Specialist (MES)

REPORTS TO: Member Experience Lead

DIRECT REPORTS: Non-management position

FLSA STATUS: Non-exempt, hourly

COMPENSATION: Base rate of $12.00 per hour, plus $2 - $4 per hour commission eligibility for memberships and personal training sales!

JOIN OUR TEAM

At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and on-trend fitness. The foundation of our brand is rooted in a culture centered on unity, passion, love, integrity, fun, and trust. Because our culture is alive--embodied by members and team members alike--VASA is a place where lives are changed because of authentic connections made within our supportive community.

We offer a competitive, all-encompassing benefits package which includes healthcare benefits for employees who work 20+ hours per week. All employees receive two complimentary gym memberships--one for themselves and another to give away--plus 401k options.

30+ hours per week employees: Paid Time Off (hourly), Health, Dental, Vision Benefits and Paid Parental Leave (in addition to above)

40 hours per week employees: Flexible Vacation Plan (salary) & Paid Holidays (in addition to above)

Come join VASA Fitness and work with a passionate, fun, and united team!

PURPOSE

The Member Experience Specialist is responsible for delivering a fun and meaningful experience to our members and guests every visit. This includes greeting our members in a friendly manner, creating personal connections with them, ensuring problems are reported in a timely manner, organizing equipment, and keeping the club sparkling clean. This is accomplished through the execution of our operational standards. The MES team is responsible for creating a great first impression of VASA Fitness, selling memberships, driving upgrades, and touring guests and members around the gym.

DELIVERABLES

Operational Responsibilities:

Commitment to Delivering a Fun and Meaningful Guest and Member Experience:

• Demonstrates a genuine, kind attitude when interacting with Guests and Members.
• Greet guests and members with a smile, eye contact, and courteous tone.
• Be able to anticipate guest and member needs and respond accordingly by providing clear direction, accurate information, and support through our tools and technology.
• Be familiar with our membership plans, pricing, amenities, add-on options, and class formats.
• Provide club tours following the Guest to Member Journey, sell memberships, help members upgrade, book personal training consultations (PTC), and sign members up for personal training.
• Consistently find ways to improve the Guest and Member experience by sharing member feedback with leadership and collaborate with their team to implement ideas.

Upholds VASA Operational Standards:

• Execute daily responsibilities to VASA's high standards, which is done by following guest and member check-in processes and procedures, completing daily cleaning and hourly club walks, restocking merchandise, and processing REVIVE sales.