Location(s): Austin, Texas, United States ⋅ Texas, United States
Experience Level(s): Junior ⋅ Mid Level
Field(s): Customer Success & Support
Position: Member Support Level 2
Reports to: Call Center Manager
Department: Call Center Operations
Purpose: Serves as an advocate to our members, guests and prospective members. Provides accurate information regarding company products, policies, and practices to both internal and external customers while delivering +1 customer service.
Duties and Responsibilities:
Handle inbound phone calls, answering questions/concerns by internal and external customers regarding the Planet Fitness brand while delivering +1 customer service. Inbound calls include:
Membership questions
Billing questions
General Planet Fitness inquires.
Collection Attempt Calls
Cancel and Save Attempt Calls
Info Calls from Prospective Members
Answer detailed questions regarding member’s agreement and company policies while delivering +1 customer service.
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.
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, and ensure items are completed within Excel Fitness standards.
Participates in training of new Call Center employees.
Help oversee the cleanliness of the Call Center.
Perform additional duties as assigned
Qualifications:
Proven performance by meeting bonus metrics for three (3) consecutive months.
Proven mastery of Member Support Level 1 role through call quality scores of no less than 90% average for three (3) 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 judgement 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 & 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. 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 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. Full-Time employees are ones that regularly work at least 30 hours per week. 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.
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.