What are the responsibilities and job description for the Member Experience Team Associate position at Planet Fitness?
Job Details
Description
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
- Bilingual candidates could be eligible for a pay differential.
Hours (Please specify your availability for the hours/days listed below.)
- Monday: 8:00am - 1:00pm // 3:00pm - 8:00pm
- Tuesday: 8:00am - 1:00pm // 3:00pm - 8:00pm
- Wednesday: 8:00am - 1:00pm // 3:00pm - 8:00pm
- Thursday: 8:00am - 1:00pm // 3:00pm - 8:00pm
- Friday: 8:00am - 1:00pm // 1:00pm - 6:00pm
- Saturday: 9:00am - 3:00pm // 9:00am - 3:00pm
- 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 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
Salary : $17 - $18
