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Client Support Specialist
2 months ago
Client Support Specialist
Position Overview
The Client Support Specialists at 10 Fitness are dedicated to providing an exceptional experience for our members. We seek individuals who are trustworthy, dedicated, and possess the patience and resilience to assist others. Enthusiasm for helping clients and a genuine desire to create a positive impact are essential qualities for this role. The Client Support Specialist will ensure that all inquiries are addressed promptly while maintaining a professional and welcoming atmosphere.
Key Responsibilities:
- Membership Inquiries: Provide detailed explanations of various membership options and amenities available.
- Assist potential members in signing up for memberships online or scheduling tours with management.
- Clarify pricing structures for personal training services, including one-on-one, online, and group training.
- Coordinate appointments for Fitness Assessments or follow-up discussions with management.
- Direct calls to the appropriate departments or staff members as needed.
- Ensure all member inquiries are answered thoroughly and accurately.
Billing Support:
- Clarify details regarding missed payments to members.
- Update and verify members' payment methods as necessary.
- Waive late fees when applicable and communicate this to the member.
- Offer the Forgiveness Program to members with accounts in collections to maintain their active status.
- Remove members from collections upon payment of past due balances or enrollment in the Forgiveness Program.
- Maintain a calm and professional demeanor during all member interactions.
Membership Cancellations:
- Assist members in the cancellation process for memberships and personal training accounts.
- Ensure that all aspects of membership cancellation are clearly communicated to the member.
- Process refunds for annual fees drafted shortly before a cancellation inquiry.
- Utilize sound judgment when addressing member concerns and offer solutions to retain membership.
- Collect any outstanding balances prior to processing cancellations.
- Encourage members to reconsider cancellations by offering incentives tailored to their interests.
Membership Adjustments:
- Support members in upgrading or downgrading their membership plans.
- Assist in updating billing information and promote electronic funds transfer (EFT).
- Guide members in adjusting their personal training services.
- Help Basic members change their designated home club.
Qualifications:
- Prior experience in customer service or sales is preferred.
- Basic computer proficiency is required.
Education:
- A High School Diploma or GED is mandatory.
Physical Requirements:
- This position may require extended periods of phone use and computer work.
Compensation:
- Hourly wage ranges from $15.00 to $18.00.
- Client Support Specialists are eligible for commission opportunities.
This job description is intended to provide a general overview of the role and responsibilities associated with this position. It is not exhaustive and may be subject to change.
