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Customer Support Specialist

2 months ago

Austin, Texas, United States Excel Fitness Full time
Position: Member Support Level 3

Reports to: Call Center Manager

Department: Call Center Operations

Purpose: Acts as a vital resource for delivering precise information regarding company offerings, policies, and procedures to both internal and external stakeholders.

Duties and Responsibilities:
  • Serve as a subject matter expert for complex inbound inquiries, providing insightful responses to questions and concerns from both internal and external clients regarding the Planet Fitness brand while ensuring exceptional customer service.
  • Function as a primary contact for escalated communications from clients and colleagues, escalating issues to Call Center leadership when necessary.
  • Contribute to special initiatives as assigned by Call Center leadership, including:
    • Managing Delinquent Outbound Calls
    • Conducting Inbound Abandon Call Backs
    • Completing and Auditing Call Center Operations Checklists
    • Updating and Maintaining Call Scripts
  • Facilitate necessary updates to member accounts, including cancellation requests, with a focus on retaining memberships through effective questioning and objection handling.
  • Oversee department inboxes and other assigned tasks, ensuring completion adheres to Excel Fitness standards.
  • Assist in the coaching and training of Call Center staff.
  • Help maintain a clean and organized Call Center environment.
  • Identify and communicate opportunities for coaching to supervisors based on adherence to policies, procedures, and protocols established by the department and company.
Qualifications:
  • Minimum of one (1) year of experience in an Excel Fitness Call Center role is required.
  • Demonstrated performance by achieving bonus metrics for six (6) consecutive months.
  • Proven expertise in the Member Support Level 2 role, with call quality scores averaging no less than 90% over six (6) consecutive months.
  • High school diploma or equivalent is required; candidates must be at least 18 years old.
  • Exhibit leadership qualities and foster effective relationships by motivating and supporting others.
  • Strong understanding of Planet Fitness operations and membership practices.
  • Proficient in Microsoft Office, Customer Relationship Management (CRM) systems, and related applications.
  • Ability to exercise sound judgment and provide clear direction to others.
  • Exemplary courtesy, tact, and diplomacy are essential when interacting with internal and external customers.
  • Dependability, punctuality, patience, and a commitment to exceeding expectations are crucial.
Benefits & Perks:
  • Access to MyFlexPay, allowing for flexible payday options.
  • All Team Players receive a complimentary Planet Fitness Black Card Membership.
  • Our Employee Assistance Program (EAP) offers free and confidential counseling resources.
  • Eligible Team Players enjoy Paid Time Off (PTO), Paid Parental Leave, and Health Insurance Benefits.
Other Details:
  • Supervisory Responsibility: This role supports management in daily Call Center operations and may oversee the team in the absence of leadership, though it does not carry direct supervisory responsibilities.
  • Work Environment: This position operates within a professional office setting, utilizing standard office equipment such as computers, phones, and photocopiers.
  • Physical Demands: The physical requirements outlined here represent those that must be met by an employee to successfully perform the essential functions of this role.
  • Position Type/Expected Hours of Work: This is a full-time, nonexempt position, with work schedules determined by business needs during normal Call Center hours.
  • Travel: No travel is anticipated for this position.
  • EEO Statement: Excel Fitness is an Equal Opportunity Employer, committed to equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
  • Other Duties: This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. Duties and responsibilities may change at any time with or without notice.