Customer Service Representative

2 months ago

Durham, North Carolina, United States Excel Fitness Full time
Job Summary

We are seeking a highly skilled and customer-focused Member Support Specialist to join our team at Excel Fitness. As a key member of our Call Center Operations department, you will be responsible for providing exceptional service to our members, guests, and prospective members.

Key Responsibilities
  • Handle inbound phone calls, answering questions and concerns from internal and external customers while delivering top-notch customer service.
  • Provide accurate information regarding company products, policies, and practices to both internal and external customers.
  • Facilitate needed updates to members' accounts, including cancel requests, while maintaining a customer-centric approach.
  • 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, ensuring timely completion within Excel Fitness standards.
  • Participate in training of new Call Center employees and contribute to a positive team environment.
Requirements
  • Proven performance by meeting bonus metrics for three consecutive months.
  • Proven mastery of Member Support Level 1 role through call quality scores of no less than 90% average for three 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 judgment 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.
Benefits and Perks
  • 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.
Other Details
  • Supervisory Responsibility: There are no supervisory responsibilities for this role.
  • Work Environment: This job operates in a professional office environment.
  • 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.
  • 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.
  • Travel: No travel is expected for this position.
  • EEO Statement: Excel Fitness is an Equal Opportunity Employer.

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