Member Experience Ambassador - job 1 of 3

JOB SUMMARY:

Do you love working out at the gym? Share that passion with others and join the In-Shape team as a Member Experience Ambassador. We don’t use Customer Service or Sales Associate because here at In-Shape it is more than that – it’s about the experience we provide in our clubs. This role is part-time and it’s purpose is to create a welcoming experience to members, potential members, and guests. This is done by promoting the In-Shape brand through engaging and motivating members and potential members to join the club, use the club and stay a member. Passion for fitness and desire to inspire others on their fitness journey to a healthier, happier, and fitter life are key attributes we look for in this role.

DUTIES AND RESPONSIBILITIES – WHAT YOU WILL DO:

• Get to know each member/prospective member/guest and share In-Shape’s fitness philosophy. Provide membership options and help determine the best option based on their personal fitness goals
• Support new members through our FitStart program, familiarizing them with the club and equipment
• Assist members/new members with downloading the mobile app and getting started
• Give club tours and highlight club amenities, activities, programs, and current promotions that align with the unique needs, interests, and goals of each member and potential member
• Stock/Sell/Recommend retail items that will support the member’s specific fitness goals
• Provide excellent customer service by promptly and accurately responding to member needs via incoming calls to the club or in person and completing requested changes to memberships
• Build our In-Shape community through a consistent member experience that is welcoming and motivating – don’t just meet expectations – exceed them with every interaction!
• Responsible for following and adhering to the In-Shape Clean Approach
• Resolve concerns/problems ensuring our members needs are met and company guidelines are followed
• Maintain a safe environment through correct implementation of safety policies and procedures
• Assist in building our In-Shape community of members through a consistent member experience
• Attend In-Shape team meetings and trainings as required
• Assists in other areas of the club when needed
• Perform additional duties and responsibilities assigned

Revised: 11/2021

QUALIFICATIONS & REQUIREMENTS – HERE’S WHAT WE ARE LOOKING FOR:

• High School diploma or equivalent
• Passionate about fitness and helping others in their fitness journey
• Basic fitness and sales experience
• Excellent communication and listening skills both in-person and phone
• Demonstrated customer service experience: friendly, outgoing, and approachable disposition
• Works well under pressure and time constraints, and displays positive behavior in all member contacts
• Basic computer skills
• Attend and participate in required meetings and trainings as needed
• Willing and able to work a flexible shift: evenings, weekends, and holidays
• Bilingual skills a plus
• Current CPR or ability to pass CPR certification within 60 days of hire date

IN-SHAPE TEAM PERKS:

• Free health club membership
• Casual work environment
• Discount on in club retail items and any current vendor partner offerings (NASM, etc)
• Opportunity for growth; professional development

WORK ENVIRONMENT/PHYSICAL DEMANDS:

While performing the duties of this job, the team member is frequently required to walk and stand up to 8 hours/day; sitting is seldom to occasional. Team members may be exposed to cleaning chemicals or airborne particles and will be required to wear designated PPE (Personal Protective Equipment) as directed. Team members are occasionally required to use hands and fingers for handle or feel; occasional reach, push and pulling with arms and hands; occasional climb, balance, stoop, kneel, crouch or crawl; and occasional reach and twist, including side-to-side movements. The team member may be required to occasionally lift, carry or move up to 25 pounds and may seldom be required to lift, carry or move 26-50 pounds.

During the COVID-19 pandemic: All In-Shape Team Members may be required to assist with greeting members to perform temperature checks and health screens, ensure members practice physical distancing and monitor cleaning of equipment after each use. Detailed instructions will be provided at time of hire.

In-Shape Team Members will be required to comply with company policies regarding the use of PPE (personal protective equipment), by following instructions and outlined safety guidelines, to protect our team and club members. Club Safety training and equipment will be provided. Team Members are to report to management, or designated team member, any safety risks or potential risks identified in the work environment.

Revised: 11/2021