Member Experience / Call Center Team Associate

Planet Fitness, a private equity backed fitness retailer, is seeking candidates for the role of Concierge Team Associate. The Concierge Team Associate is a highly friendly and courteous individual who consistently delivers first-rate service and fosters positive customer satisfaction and loyalty while promoting Ignite Fitness Holdings-Planet Fitness Mission, Vision and Values. Concierge Team Associate must be adept handling all member inquiries related to memberships, as well as conduct member reach-out initiatives which will assist in driving profitability by increasing member retention, minimizing member billing delinquencies and improving overall member satisfaction

Essential Duties and Responsibilities:

• Provide gracious and efficient telephone service. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Utilize strong communication and problem-solving skills to effectively resolve customer concerns, ensuring a pleasant experience.
• Deliver prompt, efficient customer service while maintaining a high level of accuracy in communication.
• Maximize customer satisfaction by answering all inbound member inquiries and resolving billing concerns
• Drive revenue by communicating and demonstrating benefits of products and special promotions to customers.
• Minimize member turnover by reaching out to member regarding billing issues and cancellations
• Proven ability to answer customers' questions and give information regarding the business procedures and policies in an exact and customer-friendly way

Minimum Skills

• Ability to manage multiple responsibilities
• Solid work ethic with strong decision-making, problem resolution skills
• Top tier phone etiquette
• Self-starter who takes initiative with minimal direction and supervision
• Comfortable working a flexible rotating schedule
• Superior customer service skills, preferably in the fitness industry.
• Hard working, enthusiastic and energetic!
• Physical Requirements: Ability to talk and hear, sit, stand, and use their hands and fingers to handle or feel. Will regularly be required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Minimum Qualifications

• 18 years old or older
• A High School Diploma or Equivalent required
• Six months face to face customer service experience in a retail environment required or 6-months employed at a Planet Fitness location preferred.
• Strong knowledge of the ABC member management system and Planet Fitness billing practices

Hours (Please specify your availability for the hours/days listed below.)

• Monday: 8:00am - 2:00pm // 4:00pm - 10:00pm
• Tuesday: 8:00am - 2:00pm // 4:00pm - 10:00pm
• Wednesday: 8:00am - 2:00pm // 4:00pm - 10:00pm
• Thursday: 8:00am - 2:00pm // 4:00pm - 10:00pm
• Friday: 8:00am - 2:00pm // 3:00pm - 8:00pm
• Saturday: 9:00am - 3:00pm // 11:00am - 5:00pm
• Sunday: OFF

Benefits

• Competitive Salary & 401K plan
• Company contribution towards health benefits including Medical, Dental, Vision, LTD, STD and Illness (Applicable for Full Time Positions)
• Paid Time Off benefits (Applicable for Full Time Positions)
• Free Black Card membership and fun exercise incentives

Minimum Qualifications

• 18 years old or older
• A High School Diploma or Equivalent required
• Six months face to face customer service experience in a retail environment required or 6-months employed at a Planet Fitness location preferred.
• Strong knowledge of the ABC member management system and Planet Fitness billing practices