Member Experience Specialist Boca Raton, FL, 33487, Boca Raton - Corporate HQ

Member Experience Specialist

Full Time • Boca Raton, FL, 33487, Boca Raton - Corporate HQ
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.

  • 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
  • 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
This position does not directly manage employees.
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 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.


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U.S. Equal Opportunity Employment Information (Completion is voluntary)

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.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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