About this role
ABOUT THE ROLE
Peloton Studios operates 365 days a year to deliver both a broad offering of highly engaging subscription content and world-class boutique fitness offerings to our members. We are looking for an upbeat, positive, and customer service-driven individual with a love for health and fitness and an excitement for Peloton to join our Studio Experience team. This individual prioritizes organization, preparation, and execution, in addition to outstanding customer service.
YOUR DAILY IMPACT AT PELOTON
• Provide exceptional levels of customer service to members and guests
• Respond to any email or in person queries with a professional and friendly demeanor
• Effectively book, cancel and reschedule live productions for members through TeamUp, our reservation system, assisting them with any account related issues
• Liase with programming to assist with and communicate and class changes or cancellations, including refunds.
• Perform check in duties prior to live production, ensuring members and guests are aware of and adhering to studio rules, waivers and terms and conditions
• Assist in post class meet & greets; taking, uploading and sending photos to guests and members
• Become proficient in all systems across our reservation system, email provider, sms, g-suite, slack.
• Perform any miscellaneous administrative tasks, including studio logs, trackers, etc.
• Act as a main point of reference for members who need additional or general assistance throughout the studio- be an expert in the studio and production experience
• Ensure the energy of the studio experience is optimal, supporting the wider production teams with audience placement and participation
• Coordinate group bookings from our community and assist with corporate group arrangements
• Act as a group host for any community, member and corporate group bookings, being ever-present and available to help with questions and direction.
• Provide behind the scenes tours for VIPS, prospective clients and key stakeholders, whilst supporting the wider studio team with member tours on member days
• Have the highest level of brand and product knowledge, along with full awareness of upcoming events, activations and promotions
• Help build surprise and delight moments for members and guests before, during, and post member visits with the help of fellow studio departments- including but not limited to birthday celebrations, milestones and anniversaries.
• Be flexible to support in any additional studio activations or duties outside of our member class offering, including but not limited to event support, group and corporate bookings.
• Think creatively about ways to improve the Peloton experience for our members every day in-studio and solve problems, share ideas, and implement with leadership
• Be an integral part of the overall live studio experience
• Project mana