Member Experience Specialist

Position Summary As a Member Experience Specialist at You Fit Gyms, you are dedicated to delivering exceptional customer service and ensuring every member and guest has a top-tier experience. You create a welcoming environment by engaging with members, addressing their needs, and providing support throughout their fitness journey. While your primary focus is on customer service, you will also play a role in promoting memberships and other offerings to enhance the member experience.

Your ability to build connections and maintain a positive atmosphere makes you an essential part of the You Fit team.

Position Requirements Must be at least 18 years of age.

Proficient in reading, speaking, and writing in English. Fluency in multiple languages is favored.

Availability to work flexible hours, including mornings, evenings, weekends, and holidays as needed.

Strong customer service skills with the ability to engage positively with members, guests, and prospects.

Ability to follow cleaning procedures and use approved cleaning products safely and effectively.

Basic knowledge of facility maintenance, including minor repairs and supply management.

Ability to multitask and remain organized in a fast-paced environment.

Basic proficiency in handling transactions, balancing a cash drawer, and following cash-handling procedures.

Ability to enforce gym policies professionally and resolve member concerns effectively.

Basic computer skills for processing check-ins, updating accounts, and managing member interactions.

Ability to maintain gym cleanliness and follow required cleaning checklists.

Team-oriented mindset with a proactive approach to problem-solving and service excellence.

Core

Job Duties:

Customer Service & Member Experience Deliver Outstanding Member Service
- Create a welcoming environment and consistently apply the 10/5 Rule: acknowledge members at 10 feet and greet them at 5 feet.

Monitor Gym Access – Ensure members have active accounts, follow You Fit policies regarding check-ins and access, and address any member alerts as they check-in.

Handle Member accounts
- Assist with account-related questions, updates, and issues both in person and over the phone.

Answer and Direct Calls – Manage incoming phone calls, provide accurate information, and route inquiries to the appropriate person or department when necessary.

Assist with Membership & Personal Training Retention – Engage with members who inquire about canceling and provide solutions to retain their membership or services.

Operations & Facility Management Perform Opening & Closing Duties – Follow specific procedures to open or close the gym and ensure readiness for members.

Process Payments & Manage Cash Drawer – Handle transactions at the POS system, including retail purchases, beverages, past-due balances, guest passes, and other services. Balance the cash drawer and follow proper cash-handling procedures.

Enforce Gym Policies & Maintain Standards – Ensure members adhere to gym policies, such as dress code, guest policies, and facility rules.

Assist with Gym Cleanliness – Support the maintenance of a clean and organized facility by ensuring the completion of required cleaning checklists and upholding cleanliness standards throughout all areas of the gym.

Report Safety, Facility, or Equipment Concerns – Identify and report any safety hazards, maintenance issues, or facility concerns to management.

Club Cleanliness and Cleaning Zone Support Maintain Cleanliness of All Gym Areas – Ensure restrooms, locker rooms, workout spaces, front desk areas, and common areas are consistently clean and sanitized.

Clean & Sanitize Fitness Equipment – Wipe down and disinfect cardio machines, strength training equipment, and free weights to maintain a safe and hygienic workout…