Call Center Member Support Agent Il
3 months ago
Reports to: Call Center Manager
Department: Call Center Operations
Purpose: Serves as an advocate to our members, guests and prospective members. Provides accurate information regarding company products, policies, and practices to both internal and external customers while delivering +1 customer service.
Duties and Responsibilities:
- Handle inbound phone calls, answering questions/concerns by internal and external customers regarding the Planet Fitness brand while delivering +1 customer service. Inbound calls include:
- Membership questions
- Billing questions
- General Planet Fitness inquires.
- Collection Attempt Calls
- Cancel and Save Attempt Calls
- Info Calls from Prospective Members
- Answer detailed questions regarding member's agreement and company policies while delivering +1 customer service.
- Facilitate needed updates to members' accounts up to and including cancel request with the mindset of saving the membership through asking questions and overcoming objections.
- Strive for first call resolution and follow through with a sense of urgency.
- Maintain department inboxes and other items as designated by Call Center leadership, and ensure items are completed within Excel Fitness standards.
- Participates in training of new Call Center employees.
- Help oversee the cleanliness of the Call Center.
- Perform additional duties as assigned
- Proven performance by meeting bonus metrics for three (3) consecutive months.
- Proven mastery of Member Support Level 1 role through call quality scores of no less than 90% average for three (3) consecutive months.
- Successful completion of the Call Center advanced call training to handle collection, cancel-saves, and info calls.
- HS diploma or equivalent required and must be at least 18 years old.
- Proven ability to efficiently utilize system applications to assist with all member inquiries, process member account transactions and provide research and resolution for member concerns.
- Proficient verbal and written skills to effectively communicate.
- Familiar with Excel mission, values, vision, and culture, as well as the Planet Fitness brand.
- Strong knowledge and familiarity of Planet Fitness operations and membership practices.
- Proficiency in Microsoft Office, Customer Relationship Management (CRM) systems and other related applications.
- Ability to exercise excellent judgement and guide others clearly and effectively.
- Courtesy, tact and diplomacy are essential elements of this position when working with internal and external customers.
- Punctuality, reliability, patience, and a strong willingness to go above and beyond.
- Make payday any day by taking advantage of our financial wellness benefit, MyFlexPay
- Every Team Player receives a FREE Planet Fitness Black Card Membership
- Our Employee Assistance Program (EAP) gives you free and confidential access to counseling resources
- PLUS - Paid Time Off (PTO), Paid Parental Leave, and Health Insurance Benefits are offered to all eligible Team Players
- Supervisory Responsibility: There are no supervisory responsibilities for this role.
- Work Environment: This job operates in a professional office environment. This role regularly uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
- Physical Demands: 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.
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, sit, talk and hear; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- Position Type/Expected Hours of Work: This is a nonexempt position. A nonexempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. The anticipated work schedule for this position will be set during normal Call Center hours of operation and determined by business need. Full-Time employees are ones that regularly work at least 30 hours per week. Part-Time employees are ones that regularly work 29 hours per week or less. Availability of Full-Time and Part-Time positions are dependent on business need.
- Travel: No travel is expected for this position.
- EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
- Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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