Customer Service Representative

4 days ago

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

We are seeking a highly skilled and customer-focused Customer Service Representative 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 Calls: Respond to customer inquiries, resolve issues, and provide accurate information regarding company products, policies, and practices.
  • Answer Detailed Questions: Provide clear and concise answers to customer questions regarding membership agreements and company policies.
  • Facilitate Account Updates: Assist customers with updating their accounts, including cancel requests, while maintaining a focus on saving memberships.
  • Strive for First Call Resolution: Prioritize resolving customer issues on the first call, while following through with a sense of urgency.
  • Maintain Department Inboxes: Ensure department inboxes and other designated items are completed within Excel Fitness standards.
  • Participate in Training: Assist in training new Call Center employees and contribute to the development of our team.
  • Oversee Call Center Cleanliness: Help maintain a clean and organized Call Center environment.
Requirements
  • Proven Performance: Meet bonus metrics for three consecutive months.
  • Call Quality Scores: Achieve an average call quality score of no less than 90% for three consecutive months.
  • Advanced Call Training: Successfully complete Call Center advanced call training to handle collection, cancel-saves, and info calls.
  • Education and Age: High school diploma or equivalent required, and must be at least 18 years old.
  • System Applications: Proven ability to efficiently utilize system applications to assist with customer inquiries and process account transactions.
  • Communication Skills: Proficient verbal and written skills to effectively communicate with customers and team members.
  • Knowledge and Familiarity: Strong knowledge and familiarity of Planet Fitness operations and membership practices.
  • Technical Skills: Proficiency in Microsoft Office, Customer Relationship Management (CRM) systems, and other related applications.
  • Judgment and Leadership: Ability to exercise excellent judgment and guide others clearly and effectively.
  • Courtesy and Diplomacy: Demonstrate courtesy, tact, and diplomacy when interacting with customers and team members.
Benefits and Perks
  • Financial Wellness Benefit: Take advantage of our financial wellness benefit, MyFlexPay.
  • Free Planet Fitness Membership: Receive a free Planet Fitness Black Card Membership.
  • Employee Assistance Program: Access free and confidential counseling resources through our Employee Assistance Program.
  • PTO, Paid Parental Leave, and Health Insurance: Enjoy paid time off, paid parental leave, and health insurance benefits.
Work Environment

This role operates in a professional office environment, and the employee is regularly required to talk or hear, stand, sit, talk, and hear; walk; use hands to finger, handle, or feel; and reach with hands and arms.

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.

This is a nonexempt position, and the anticipated work schedule 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, and 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.

No travel is expected for this position.

Excel Fitness is an Equal Opportunity Employer, committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.

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