Director of Membership Services

ABOUT US: EōS Fitness is bold, upbeat and motivating. Not only in our fitness routines, but in our work environment as well. Like our members, our employees know how to rise to a challenge and handle it head on. EōS Fitness’ Core Purpose is to create loyal, lifelong fans and exercisers. To achieve this purpose, our Core Values are: fight hard to win, take personal responsibility, be optimistic and have fun, grow and learn and be a team player.

Are you an experienced Director with experience building and scaling a customer service call center? Join EōS Fitness as a Director of Membership Services and play a pivotal role in our company initiatives. Together, let’s create lifelong fans and exercise practitioners.

Department: Operations

Core Purpose: To enhance and deliver exceptional experiences for our members.

Responsibilities:

• Design, implement and monitor call center operational procedures to streamline processes and improve efficiency and member satisfaction and meet company compliance standards.
• Utilize member feedback such as reporting to identify trends to drive continuous improvement in service delivery.
• Ensure the delivery of exceptional member experiences through effective communication and problem resolution.
• Lead, coach, and develop the membership services team to ensure high performance and growth.
• Responsible for the strategic planning and execution of all fitness and membership sales functions critical to the Call Center.
• Management and leadership of Call Center staff, development/delivery of our training, ensuring quality in calls, and providing reporting and analytics of Call Center staff.
• Ensure customers are met with outstanding customer service in every call.
• Cultivate strong relationships with internal and external partners.

Requirements:

• Successfully pass a background check.
• Minimum 5 years of proven experience in a leadership role within a call center or customer service environment. (Preferably in the Fitness Industry)
• Strong leadership, communication, and interpersonal skills to engage with employees, management and vendors.
• Prior success managing a remote/hybrid team.
• Proficient in call center software, CRM systems, and data analytics tools. ABC Ignite experience is preferred.
• Proficient in MS Office, particularly Excel, Smartsheet, with strong attention to detail and organizational skills.
• Must be able to sit in an office environment for prolonged periods of time.
• Embrace and embody our Core Values.

Benefits and Perks:

• Join a highly energetic and collaborative team dedicated to your professional growth.
• Enjoy a complimentary membership for you and a family member.
• Access discounts on personal training, merchandise, and supplements.
• Competitive pay with comprehensive benefits package, including vacation, holiday, and sick pay.
• Group health, dental, vision, supplemental life insurance, employee assistance program, and pet insurance offered.
• Employee referral program and 401(k) with company matching.

Schedule: Monday – Friday, occasional weekends and holidays as needed.

Job Type: Full-Time, Exempt

Compensation: $100,000-$120,000 DOE

EōS Fitness is committed to fostering an inclusive environment for all employees, celebrating diversity, and making employment decisions based on qualifications, merit, and business needs, without regard to race, color, religion, gender identity, sexual orientation, national origin, age, disability, or any other legally protected status.