Head of Client Support Services

EōS Fitness is bold, upbeat, and motivating. Not only in our fitness routines, but in our work environment as well. Like our members, our employees know how to rise to a challenge and handle it head on. Our Core Values are: Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, and Fight Hard To Win.

Develop a team that delivers exceptional customer experience and hits business objectives.

Serves as the first point of contact for member concerns, ensuring quick resolution of service issues, billing questions, or other concerns.

Addresses member complaints with professionalism, empathy, and a solution-oriented mindset to maintain positive relationships and high retention rates.

Supports member retention through developing and executing strategies to engage members, including promptly handling membership concerns, resolving service issues, and offering personalized outreach to members.

Collaborates with gym department managers to review and respond to member surveys and feedback promptly, addressing any areas for improvement and celebrating successes.

Supports online reputation management by reviewing member comments on various platforms, ensuring a timely and consistent voice that reflects our values and professionalism.

Partners with the Operations Manager to support, lead, train, and coach the front desk team, providing ongoing feedback and development to maintain best in class customer service.

Partners with department managers and their teams to support facility operations, including cleanliness standards and safety protocols to provide the best-in-class member experience.

Embodies the Company’s core values (Take Personal Responsibility, Be Optimistic & Have Fun, Learn & Grow, Be a Team Player, Fight Hard to Win) in all daily interactions and decision-making.

Serves as a leader who inspires the team to uphold the Company’s culture and deliver on our core purpose of creating loyal, lifelong fans and exercise practitioners.

Proven experience in customer service or front-line leadership, preferably in the fitness, hospitality, or service industry.

Ability to multitask and thrive in a fast-paced, customer-facing environment.

Proficiency with fitness management software, social media platforms, and Microsoft Office Suite.

Knowledge of fitness industry operations, including membership management and billing processes.

Must attend EōS Ethos and Customer Service Training within 30 days of employment.

Ability to work in a gym setting; Ability to access and operate the Company computer system including preparing documents, entering data into computer system, read reports from a computer database or email system.

Hourly Pay Range

$A management team that cares about your professional development.

Discounted Personal Training, and merchandise – including supplements.

Daily Pay offered - access your funds before payday.

Competitive pay plus vacation, holiday, and sick pay.

Group Health, dental, vision, Supplemental Life, and Employee Assistant Program are offered.

Personal education growth options with Sophia Learning.

* Based on eligibility of tenure and full-time vs part-time employment.

EōS Fitness is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, or any other legally protected status.

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