Concierge Rep

Concierge Rep

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

Responsibilities

• Managing inbound/outbound phone calls, emails, 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 the case to an Equinox 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 Concierge leadership.
• 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.
• Achieving and exceeding personal and team response goals, as well as Save/Sales goals, if assigned/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

Pay Transparency: $18.25

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
• 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.