EōS Fitness · 3 hours ago
Member Service Specialist
Phoenix, Arizona, United States
Full-time
Onsite
Entry Level
$25/hr - $26.50/hr
1+ years expEōS Fitness is a bold and motivating company aiming to create loyal, lifelong fans and exercise practitioners. The Member Service Specialist role focuses on managing member concerns, collaborating with various teams, and ensuring a positive experience for members while upholding the brand's reputation.
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Responsibilities
Serve as the primary contact for complex member concerns—respond promptly, with courtesy and accuracy
Collaborate with the Personal Training Service Center to address member questions about training programs
Maintain composure and a friendly attitude to guide difficult conversations toward positive solutions
Contact members regarding escalated issues, inquiries, or incidents at the gym
Handle sensitive matters such as billing, disputes, club policies, safety, and service with professionalism
Apply advanced conflict resolution techniques (such as the POISE Method) to strengthen member relationships
Work closely with the Risk & Asset Protection team to follow up on injuries or incidents
Communicate with members involved in incidents and accurately document conversations
Ensure all safety-related communications adhere to established guidelines and provide support to members
Assist the MXM team with account setup, survey management, and troubleshooting
Respond to feedback on platforms such as Medallia, Chatmeter, Sprout, BBB, and more to maintain a positive reputation
Monitor member feedback to identify trends, potential risks, and improvement opportunities
Draft and publish polished, brand-aligned responses on review and social platforms like BBB, Google, Yelp, and LinkedIn
Collaborate with Marketing to ensure all public messaging accurately represents our brand identity
Manage the BBB platform and work with club leadership to maintain an A+ rating
Monitor Chatmeter to ensure leadership responses meet standards, staff accounts are set up, and settings are managed
Proactively escalate significant reputation risks for prompt resolution
Support field leadership by tracking and following up on escalations, BBB cases, and feedback items
Collaborate with teams in Operations, Marketing, Risk, Personal Training, and Member Experience to deliver outstanding support
Contribute to ongoing projects aimed at improving the member journey
Monitor and follow up on unresolved issues to ensure nothing is overlooked
Qualification
Required
1–3 years of experience in member services, customer support, hospitality, or a similar field
Excellent verbal and written communication skills, with the ability to write clear, professional, and brand-consistent public responses across multiple platforms especially with sensitive and high stakes situation
Strong verbal communication skills, especially in de-escalation and high-stakes conversations
Ability to remain calm, composed and solution focused under pressure
Organized and detail-oriented, capable of managing multiple member sentiment platforms along with internal project management tools
Ability to prioritize, multitask, and work efficiently in a fast-paced environment
Proficient in general office software and documentation systems
And, of course, someone who embraces our Core Values!
Preferred
Experience collaborating with cross-functional teams preferred
Familiarity with sentiment platforms like Medallia, ChatMeter and Sprout or CRM tools is a plus
Familiarity with CRM systems like Datatrak and ticketing tools like FMX and Zen Desk
Benefits
A highly energetic and collaborative team.
A management team that cares about your professional development.
Free membership for you and plus one family member.
Discounted Personal Training, and merchandise – including supplements.
Employee referral program.
Daily Pay offered - access your funds before payday.
Competitive pay plus vacation, holiday, and sick pay.*
Group Health, dental, vision, Supplemental Life, Employee Assistant Program and even Pet Insurance are offered!*
401(k) + Company matching!*
Personal education growth options with Sophia Learning.
Company
EōS Fitness
EōS Fitness is an accessible, high-quality gym environment where anyone can pursue a range of fitness goals.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-05-12Acquired
Leadership Team
R
Rich Drengberg
Chief Executive Officer
Aaron Gette
Chief Information Officer
Recent News
2025-10-30
Company data provided by crunchbase