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Client Support Specialist

2 months ago

Hemet, California, United States The Gym Group Full time
Position: Customer Service Agent (6 Months FTC)

Reporting to: Customer Service Team Leader

Location: Hybrid/ East Croydon

At The Gym Group, we pride ourselves on being a leader in the fitness industry. Our dedicated teams possess the skills, enthusiasm, and positive attitudes that create an exceptional workplace.

We uphold strong values and a relaxed culture that prioritizes our people. Our environment is fun, innovative, inclusive, and engaging. We are currently seeking a Customer Service Agent to join our dynamic team.

About Us...

We are not just another gym company; we are The Gym Group, where you can truly #BeYouWithUs and excel in your role. As the 2nd largest gym business in the UK and the 4th largest in Europe by membership, we seek individuals with genuine passion and enthusiasm that inspire those around them. We are committed to investing in our employees, ensuring they thrive in our supportive environment. Our achievements include being recognized as #1 in our industry by Glass Door and #25 in the Top 50 Best Places to Work in 2022, a testament to our outstanding leadership and exceptional teams. We are proud holders of the Investors in People Gold Award for two consecutive years, and we invite you to be part of our phenomenal Gym Support teams.

About the Role...

This is a fantastic opportunity to join us during a period of growth and innovation. This is a fixed-term position for 6 months, where you will be based at our headquarters to collaborate closely with colleagues and receive training from your manager. Key responsibilities include:
  • Addressing member inquiries through live chat, tickets, and social media, while adhering to data protection regulations and formal complaint procedures.
  • Providing outstanding customer experiences aligned with our operational member service strategy.
  • Ensuring customer service prioritizes member needs while considering business objectives.
  • Meeting performance targets and delivering high-quality written communication as part of the Quality Assurance process.
  • Overseeing the Quality Assurance process to ensure responses from executives meet the highest standards.
  • Actively engaging with members and potential members online.
  • Proactively escalating issues to management.
  • Collaborating with Team Leaders to enhance systems, processes, and efficiencies.
  • Assisting the operations team with member support and additional requests as needed.

What We Are Looking For...

To complement our exceptional team, we seek a Customer Service Agent who embodies our culture and values. The ideal candidate will demonstrate:
  • Experience in a contact center environment across multiple channels, including digital and phone.
  • A proven track record of achieving KPIs at a high level.
  • A proactive, positive attitude and readiness to embrace challenges.
  • Strong communication skills, particularly in written form, reflecting the organization's Tone of Voice.
  • The ability to work effectively within a close-knit team.
  • A customer service focus, with a clear understanding of what excellent service looks like.
  • Strong communication abilities, both written and verbal.
  • Effective workload management skills, capable of handling multiple tasks simultaneously.
  • Commitment to meeting deadlines and learning from experiences.
  • A proactive mindset with a history of driving results.
  • Comfort in fast-paced environments and adaptability to change.
  • Confidence in seeking assistance when necessary.

We have shared our vision and the exciting opportunity available; now we look forward to learning more about you. We encourage applications from diverse backgrounds and are passionate about aligning our culture and values with yours. When we say #beYOUwithus, we genuinely mean it.