Sr. Associate, Studio Experience

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
• Liaise with programming to assist with and communicate, 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
• Manage the group booking process from start to finish, by working with the programming team to co-ordinate any community or member groups. This includes but is not limited to; finalising group admin fees, waivers, docusigns, and class enrollment ahead of general public release
• Assisting with corporate group booking 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
• Serve as a confident public speaker and MC for on-site events, effectively leading presentations and managing members during events. You will act as the 'voice of the studio,' delivering clear communications and maintaining a structured, welcoming environment during high-traffic events ensuring a safe, high-energy, and premium experience for all attendees
• 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 management assignments and responsibilities

YOU BRING TO PELOTON

• 2+ years of work experience in the customer service/hospitality industry
• Concierge, health, fitness experience is a plus
• Must be reliable, professional, energetic, friendly, and computer literate
• Must be friendly and outgoing
• Ability to effectively communicate in person, via email, and via phone
• Must have a friendly and professional phone and email etiquette
• Must have excellent communication skills
• Able to prioritize and multi-task within a fast-paced environment
• Must be willing to initiate tasks and perform duties without direction
• Must have outstanding customer service and problem-solving skills
• Must have a positive, can-do mentality
• Ability to work in a fast-paced environment
• Ability to work a flexible schedule that includes weekends, holidays, early morning (8AM) and late evening (10PM), adapting to meet the needs of the business