Customer Service/ Retention Specialist

BOXR GYM Customer Support

Looking for an exciting career opportunity with room for growth? Join the #1 Gym in Miami, BOXR GYM where our Customer Support Representative role is a perfect entry-level opportunity with room to grow within the company.

We expect nothing less than a strong work ethic dedication to grow from our team members. Team players who put in the effort to improve themselves will be rewarded for their hard work.

GENERAL SUMMARY: The Customer Support Representative will represent BOXR GYM by delivering exceptional service to members and prospects across phone, email, text, and in-person interactions. This role focuses on resolving questions, supporting membership needs, assisting with account updates, and ensuring a seamless member experience while meeting response-time and satisfaction targets.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Respond to member and lead inquiries via phone, email, and text in a timely, professional manner.
• Assist members with account questions, billing inquiries, schedule questions, and general gym information.
• Troubleshoot and resolve common issues, escalating complex requests to the appropriate manager when needed.
• Document interactions accurately in the CRM/member management system.
• Follow up on open cases to ensure resolution and a positive member experience.
• Deliver exceptional customer service on every interaction.

Ideal Candidate

BOXR Gym is looking for someone who:

• Communicates clearly and confidently and enjoys helping people.
• Stays calm, empathetic, and solution oriented in fast paced situations.
• Is highly organized, detail oriented, and strong with follow through.
• Represents the BOXR brand with professionalism, positivity, and a team-first attitude.
• Is coachable, accountable, and motivated by measurable performance goals.

Minimum experience:

• A high school diploma or GED is required.
• Minimum 1 year of customer support experience in a service-based business (fitness, hospitality, retail, or similar).
• Ability to de-escalate concerns, handle objections, and resolve issues with confidence and professionalism.
• Bilingual in English and Spanish (strongly preferred).
• Strong verbal and written communication computer skills.
• Ability to stand and remain on your feet for a full shift when supporting the front desk as needed.

Compensation & Employment Policies

• Scheduling: Work schedules are issued weekly and distributed at the end of each week after General Manager approval.
• Performance Incentives: Eligible for performance-based incentives tied to response time, resolution quality, and member satisfaction (details provided during interview).
• Pay Schedule: Bi-weekly
• Time Off & Schedule Changes: Any requested time off or schedule changes must be submitted at least two weeks in advance using a Time Off Request Form (or appropriate documentation, when applicable).
• Probationary Period: All new hires must complete a 2-month probationary period, during which full-time availability is required.

Job Type: Full-time

Benefits:

• Employee discount on meal preps/beverages
• Free Gym/Recovery Membership
• Flexible schedule

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift
• Week availability (required)

Job Type: Full-time

Pay: $20.00 - $35.00 per hour

Application Question(s):

• Are you available to work full time?

Experience:

• Customer Support: 1 year (Required)

Language:

• Spanish (Required)

Work Location: In person

Salary : $20 - $35