Concierge Rep, New York

Job Description

A Concierge Rep is responsible for effectively handling member and guest inquiries, questions, and concerns across all clubs in the Equinox brand via Phone, Email, Text (SMS), Social Media, and Chat.

RESPONSIBILITIES

Managing inbound/outbound phone calls, emails, SMS, chats, and Social Media inquiries from members, leads, and guests.

Handling all member and guest interactions with the highest level of hospitality and professionalism.

Attempt to resolve all member complaints or concerns without escalating the case to an Equinox club.

Assisting member and guests with all incoming inquiries; some examples being club amenities, hours of operation, club staf f, in-house events, ancillary businesses, and Group Fitness.

Participating in any Concierge Campaigns if assigned (Outbound contact and member outreach, etc)

Saving members from cancelling by either reselling the membership, converting to freeze, or transferring member to another club of choice or partnering with Concierge leadership.

Abiding by all Equinox Policies & Procedures and Business Rules when handling member, lead, and guest cases.

Ef ficiently and effectively escalating urgent cases to Concierge leadership.

Achieving and exceeding personal and team response goals, as well as Save/Sales goals, if assigned/applicable.

Completing all necessary wrap-up work in a timely manner.

Seize opportunities to upsell when they arise (membership upgrades, ancillary sales, etc).

When assigned, working with specific populations of Equinox members and/or extrernal brand representatives.