Member Experience Specialist

Orangetheory Fitness

Orangetheory Fitness

Customer Service
Baltimore, MD, USA
Posted on Saturday, July 6, 2024
Our heartbeat is to deliver proven fitness results for a healthier world.
General Purpose of the Position
As a Member Experience Specialist, you will be responsible for supporting the studio in all front of house operations, member experience and providing premium customer service. The ideal candidate has proven customer service skills and is an experienced relationship builder. The Member Experience Specialist is responsible for ensuring smooth day to day operations in the studio and connecting with members and potential members. This position must believe and promote the health and wellness benefits that are associated with a healthy lifestyle.
Primary Job Responsibilities
  • Provides and maintains the highest level of customer service and provides effective and timely communication to management regarding customer service issues.
  • Maintains a welcoming and inclusive “Orange” culture in the studio at all times.
  • Models all studio activities through self-involvement (leading by example).
Sales and Customer Service
  • Demonstrates genuine care for our members by maintaining a positive, empathetic, and professional attitude.
  • Greets members and guests promptly, enthusiastically, and with a smile to create a friendly and positive experience when entering the Orangetheory Fitness studio.
  • Exceeds monthly personal sales expectations established by Area Manager.
  • Establishes and maintains an effective referral program.
  • Maintains accurate interactions and customer service records using established Orangetheory Fitness systems.
  • Leads Orangetheory Fitness studio tours with prospective and current program holders.
  • Ensures smooth onboarding experience for new members.
  • Works closely with the fitness team to ensure the sales process and studio processes are fulfilled.
  • Participates in at least 2 Orangetheory Fitness scheduled workouts per week.
  • Processes accurate cash and credit card transactions including refunds.
  • Follows reactive retention strategies and processes member change requests including upgrades, downgrades, freezes, cancellations, etc.
  • Responds immediately and professionally to member requests, inquiries and concerns.
  • Conducts proper on-boarding of all Orangetheory Fitness clients through the use of Orangetheory Fitness forms and agreements. Ensures correct completion of all documents for studio compliance.
  • Attends and participates in all role related Orangetheory Fitness training programs.
  • Completes and stays current with all role based assigned continuing education on Orangetheory Fitness’ learning and development platform, Orange University.
  • Be present during monthly staff meetings to discuss areas of strength and opportunity for the studio and the entire staff and stay up to date with all current promotions and marketing drives for the studio.
  • Maintains the organization and cleanliness of the lobby and front desk areas, as well as bathrooms, showers, retail area, and fitness room; compliant with both local government and corporate standards.


  • Previous customer service experience with strong communication skills.
  • Excellent customer service skills.
  • Solid verbal and written communication skills required.
  • Able to multitask in a busy environment.
  • Functional computer skills required - MS Office programs, internew, basic computer program software use.
  • High school diploma preferred.
  • Ability to work and function in an ORANGE TEAM environment (Orange is more than just a color, it’s an attitude!)
  • Able to work a flexible schedule as needed to fit the studio needs including early morning, evening, and/or weekend hours. Orangetheory Fitness is open 364 days per year 4:30 am - 10:00 pm.
Physical Demands
This job operates in a fitness studio. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • This position sometimes requires a person to stand and walk for long periods of time (up to 8 hours)
  • This position requires the ability to lift files, open filing cabinets and bend or stand as necessary.
  • This position requires frequent verbal, written, and interpersonal communication skills
  • Basic math skills needed to calculate change (money), formulas, commissions, discounts, etc.
  • Must be able to lift up to 20 pounds.

This job description is not a contract - management reserves the right to change its contents at any time. Orangetheory Fitness complies with the guidelines set forth in the Americans with Disabilities Act of 1990 and as amended and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status or family responsibility, genetic information, national origin, age, veteran status, mental or physical disability or any other characteristic protected by law. Orangetheory Fitness is an Equal Opportunity Employer.