Description

Customer Service Specialist at Fitness Connection

Position Summary: The Customer Service Specialist role at Fitness Connection is centered around providing exceptional remote customer service. Key responsibilities include handling inbound and outbound calls, managing member accounts and billing, and maintaining high performance and efficiency standards. This role emphasizes delivering EPIC customer service with a professional and personable attitude. The position is ideal for self-motivated individuals who are dedicated to creating a positive member experience.

1. Remote Customer Interaction: Focus on direct communication with members, addressing their needs and inquiries.
   • Answer inbound and outbound calls regarding billing, customer service, and general inquiries.
   • Resolve member issues in line with company policies to ensure satisfaction and retention.
2. Account Management: Ensure accurate and efficient handling of member accounts and billing.
   • Update and manage member billing information with precision.
   • Collect past due balances while maintaining professionalism.
   • Accurately log all member interactions for effective tracking.
3. Performance & Efficiency: Aim for high-performance standards to provide seamless service.
   • Meet or exceed individual and team performance benchmarks.
   • Ensure minimal wait times for clients by maximizing phone availability.
   • Assist in various reporting and administrative tasks as needed.
4. Customer Service: Dedicated to providing EPIC customer service with a professional and personable attitude.
   • Consistently demonstrate a professional, personable approach in every interaction.
   • Uphold a high level of professionalism, honesty, and integrity in all dealings.
   • Exhibit willingness to work flexible hours to meet customer needs.

Qualifications:

• 1 to 3 years of customer service experience, preferably in a call center or WFM setting.
• Basic office skills, telephone, and computer knowledge (Excel and Word a plus)
• Strong customer service skills
• Possess strong motivational, communication, team building, and training skills.
• Must be self-motivated and have strong organizational & and management skills.
• Must have a complete understanding of Front Desk, Sales, and Kid’s Club policies and procedures and software.
• Excellent verbal and written communication.
• Must have the ability to handle challenging customer issues with patience, tact, and professionalism.
• Must have a high level of professionalism, honesty, integrity, and work ethic.
• Exhibit willingness to work flexible hours.
• Ability to complete multiple tasks.
• Other duties as assigned.

Technical Requirements for Remote Call Center Agents:

Uninterrupted access to a Windows-based Personal Computer (desktop or laptop) in a quiet/private area (please note that Chromebooks and Apple Computers are not supported).

Personal Computer meeting the following minimum specifications: Minimum 1.5 GHz processor
Minimum 8 GB RAM
Minimum 10 GB available hard drive space
Microsoft Windows 10 operating system (please note that Windows 10 Home in S mode*, Windows 7, Windows 8, and Windows XP are not compatible)
Windows 10 version must be current: Version 1909
Windows 10 Security features must be enabled and active

Home broadband internet connection speed of at least 15 Mbps up & and down

A passing connectivity test for VOIP capabilities

A wired USB headset/microphone

Join our team and make a difference by providing exceptional customer service, managing accounts effectively, and ensuring a positive member experience.

Qualifications