As the Member Experience Specialist you will work on various campaigns to ensure best-in-class sales and service functions for the global OTF network. You will interact with prospects, members, and studio teams to identify improvement areas along the member journey. You report directly into our Member Experience Manager with the common goal to provide an overall positive experience for our growing member base throughout our Orangetheory network.

WHAT YOU WILL DO

Assist in answering incoming member calls, email, and social media questions, comments, and complaints while escalating to Member Experience Manager and/or Area Representative when necessary
Communicate clearly and effectively to all levels to ensure customer needs and concerns are being addressed, including Area Representatives, Master Franchisees, and Franchise Owners
Communicate with members in an efficient manner to ensure resolution and satisfaction
Provide solutions to issues that may arise from internal and external customers
Perform studio operational process inspections and quality tests
Conduct outbound telephone inquiries/follow up calls for members & prospects
Assist in evaluating and identifying opportunities to drive process improvements that positively impact our client and its customers
Communicate with our Operations Department about relevant KPI data, member experience trends, incoming call details and resolutions

ARE YOU QUALIFIED?

One (1) year of Customer Service, Contact Center, or similar experience required
One (1) year of Sales Associate or greater experience in an Orangetheory Fitness Studio is a plus
Demonstrated passion for excellence with respect to treating and caring for members
Ability to identify member needs and clearly articulate products and services
Excellent verbal and written communication
Must be able to utilize and navigate multiple systems simultaneously
Experience within the fitness/health industry a plus

SUPERVISORY REQUIREMENTS
This position does not directly manage employees.

WORK SCHEDULE

Orangetheory Fitness currently observes the following hybrid work model for employees at the Boca Raton, FL corporate office:

Remote optional: Mondays and Fridays
On-site days: Tuesdays, Wednesdays, and Thursdays

TRAVEL REQUIREMENTS

Travel may be required on an as-needed basis.

Why Join Orangetheory Corporate?

We offer a competitive salary along with exceptional benefits such as:

Free workouts at corporate studios
Healthcare Benefits: Medical, Dental, Vision among many other supplemental benefits
Employer Paid Benefits: Long-Term Disability and Life Insurance
Paid Time Off
Holiday Pay
Parental Leave Pay
State-of-the-Art Wellness Center at Corporate Headquarters
401k Plan with Employer Contribution
Team Building, Employee Engagement activities and so much more

Our Company provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.

Jobs That Make a Real Difference

About Us

Orangetheory is a science-based, full-body workout that uses technology to measure performance so members can prove they are improving. In a 60-minute class, led by a highly trained and certified coach, members target at least twelve minutes in the Orange Zone to raise their heart rate and charge up metabolism. The result is an increase in calorie burn post-workout, backed by the science of excess post-exercise oxygen consumption (EPOC). After twelve minutes of hard work in the Orange Zone, your body burns additional calories as you recover over the next 24 hours.

Our Philosophy

For us, physical fitness transcends weight loss and bikini season. Fitness is a way of life -- in fact, our brand purpose is to help people live longer, more vibrant lives. When we help our members to put in the work at our studios, they will experience benefits in their day-to-day. They will be physically stronger, but beyond that, they will notice improvements to their mood, cognition, sleep, and overall happiness and quality of life. This workout actually changes your body at the cellular level and has been known to help members through disease, chronic illness, depression, and even heartbreak and the loss of loved ones. They’ll simply have the energy to play with their grandchildren, run a 5K, or go hiking. When we can help our members to take care of their body and mind, amazing things can happen. More Orangetheory, More LIFE.

Diversity, Equity and Inclusion

Orangetheory is committed to encouraging, facilitating and upholding an environment centered on diversity, equity and inclusion across every facet of the Orangetheory brand. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve. Click here to see more about Diversity, Equity and Inclusion at Orangetheory.

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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Company Benefits & Perks

Benefits are very important to us. We are constantly looking for ways to increase our benefit package to attract and retain top candidates.

Flexible Schedules

Workout for Free

Fitness casual dress-code

Passionate, collaborative work environment