Member Experience / Call Center Team Associate

Description

Member Experience / Call Center Team Associate 

Planet Fitness, a private equity backed fitness retailer, is seeking candidates for the role of Member Experience Call Center Associate. The Member Experience Call Center 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. Member Experience Call Center 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. 
• Maintain an expert-level knowledge of all Planet Fitness policies and procedures. 
• Utilize strong communication and problem-solving skills to effectively resolve customer concerns, ensuring a pleasant experience. 
• Handle sensitive customer data, including payment card information, with strict confidentiality and in compliance with PCI standards. 
• Maintain accurate records of customer interactions using our CRM system, DataTrak. 
• 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. 
• Flexibility to adapt to changing priorities, procedures, and call scripts. 
• Minimize member turnover by reaching out to members regarding billing issues and cancellations. 
• Proven ability to answer customers' questions and give information regarding business procedures and policies in an exact and customer-friendly way. 
• Ensure you are always up to date with company updates, campaigns and updated policies. 

Minimum Skills 

• Ability to manage multiple responsibilities 
• Solid work ethic with strong decision-making, problem resolution skills 
• Top-tier phone etiquette 
• Basic computer, math, typing and communication skills 
• 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 your 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. Comfortable sitting for long periods of time while on calls.  

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

• Monday - Thursday: 8:00am - 3:00pm // 3:00pm - 10:00pm 
• Friday: 8:00am - 3:00pm // 3:00pm - 8:00pm 
• Saturday: 9:00am - 1:00pm // 1:00am - 5:00pm 
• Sunday: OFF 

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

• Monday - Thurs: 8:00am – 4pm // 2pm – 10pm 
• Friday: 8:00am – 4:00pm // 1:00pm – 8:00pm 
• Saturday: 9:00am – 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

Qualifications

Minimum Qualifications 

• 18 years old or older 
• A High School Diploma or Equivalent required 
• Six months Call Center or Email Customer Service experience required  
• Bilingual is a plus 

Salary : $17