Location(s): Austin, Texas, United States ⋅ Texas, United States
Experience Level(s): Junior ⋅ Mid Level ⋅ Senior
Field(s): Customer Success & Support
Position: Member Support Level 3
Reports to: Call Center Manager
Department: Call Center Operations
Purpose: Serves as a team resource that provides accurate information regarding company products, policies, and practices to both internal and external customers.
Duties and Responsibilities:
Act as a subject matter and technical expert when receiving higher-skilled inbound calls, answering questions/concerns by internal and external customers regarding the Planet Fitness brand while delivering +1 customer service.
Act as a point of contact for escalated forms of communication from internal and external customers, and forward to Call Center leadership when necessary.
Assist with special projects as designated by Call Center leadership, such as:
Delinquent Outbound Calls
Inbound Abandon Call Backs
Completing and Auditing Call Center Operations Check list
Maintaining Info Call Scripts
Facilitate needed updates to members’ accounts up to and including cancel request with the mindset of saving the membership through asking questions and overcoming objections.
Maintain department inboxes and other items as designated by Call Center leadership, and ensure items are completed within Excel Fitness standards.
Assist and participates in coaching and training of Call Center employees.
Help oversee the cleanliness of the Call Center.
Effectively identify and communicate to supervisor areas of opportunity for coaching based on all policies, procedures, and protocols set by the department and company.
Qualifications:
Minimum of one (1) year Excel Fitness Call Center experience required.
Proven performance by meeting bonus metrics for six (6) consecutive months.
Proven mastery of Member Support Level 2 role through call quality scores of no less than 90% average for six (6) consecutive months.
HS diploma or equivalent required and must be at least 18 years old.
Lead by example and build effective relationships by inspiring and supporting others.
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 judgement and direct 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 & 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: This position supports management in the daily operation of the Call Center and is occasionally called upon to oversee the team in leadership’s absence, but has no direct supervisory responsibilities.
Work Environment: This job operates in a professional office environment. This role regularly uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
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.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, sit, talk and hear; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work: This is a full-time, nonexempt position. A nonexempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. The anticipated work schedule for this position will be set during normal Call Center hours of operation and determined by business need.
Travel: No travel is expected for this position.
EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.