What are the responsibilities and job description for the Member Experience Specialist position at BDP Management?
At BDP Management, we pride ourselves in creating a culture that empowers people to live a healthy lifestyle through our Planet Fitness franchise locations and offer opportunities for career development through our related entities. We are looking to add Member Experience Specialists to our Member Experience HUB to continue to provide a quality experience for our club members.
This individual will play a pivotal role to ensure members account questions are addressed effectively and efficiently. The ideal individual would have a high level of energy with a passion for helping others.
Essential duties & responsibilities:
- Answer inbound calls and respond to member billing inquiries in a friendly and professional manner
- Assist members with payment processing, account updates, and billing issues
- Handle escalations involving past-due accounts, disputes, and refunds
- Make outbound calls to collect overdue payments or clarify billing matters
- Maintain accurate and up-to-date member records in the billing system
- Explain billing policies, membership plans, and fees clearly to members
- Collaborate with other departments (e.g., membership services, operations) to resolve complex issues
- Meet individual and team performance metrics, including call quality and resolution time
- Ability to work any hours the HUB is open and operating
Qualifications:
- Exceptional customer service skills
- Ability to interact in a professional way with members and co-workers
- Computer proficiency
- Passion for helping others
- Upbeat and positive attitude
- Punctual and reliable
- Strong listener with ability to empathize and problem solve
- High school diploma
- Must be at least 18 years of age or older
- Plus: bilingual candidates proficient in Spanish will receive higher pay!
Physical Demands/Work Environment:
- Ability to work both shifts of 8 a.m. to 4 p.m. and 12 p.m. to 8 p.m.
- Ability to work 8 hour shifts and 40 hours per week
- Continual talking over the phone
- Ability to stand/sit for 8 hours