Customer Service/ Retention Specialist

Overview
We are seeking a friendly and detail-oriented Customer Service Associate to join our retail team. This role is essential in providing exceptional service to customers, assisting with billing inquiries and saving cancellations. The ideal candidate will possess strong communication skills, be bilingual (mandatory English & Spanish), and have experience in sales. This position offers an engaging environment where teamwork, sales, and customer satisfaction are prioritized.

Duties

• Greet customers warmly and assist with their needs for billing- freezing cancelling memberships
• Provide excellent phone etiquette when handling inquiries or customer concerns
• Operate ABC gym membership systems efficiently for membership notes, freezes, cancellations.
• Conduct outreach to members requesting to cancel utilize retention strategies
• Customize offers to retain memberships
• Maintain proper detailed notes of cancel requests, member experience feedback billing inquiries on members account
• Assist with inventory management, including stock replenishment and inventory counts
• Support front desk staff as needed, including selling gym memberships, touring prospects handling customer support tasks in person.
• Prior experience in sales & customer support is strongly preferred
• Strong communication skills, including bilingual abilities (English/Spanish and/or others), are MANDATORY
• Experience with POS systems, cash handling, and POS math is essential
• Demonstrated ability to perform basic math calculations accurately for transactions and billing inquiries
• This position provides an opportunity to develop customer service sales expertise within a dynamic gym setting. We value proactive individuals who are committed to delivering exceptional customer support experiences while supporting team goals.

Miscellaneous:

• Schedules are given on a weekly basis and distributed to all team members at the end of each week, following approval from the General Manager. Any deviation from the schedule must be communicated to management in a timely manner through the submission of a time request off form or with the appropriate documentation.

ORGANIZATION RELATIONSHIPS:

• The Front Desk and Sales Representative reports to the Operations Manager, Assistant Manager and General Manager.

Note: This role is a hybrid of Sales and Front Desk.

Minimum certifications/educational level:

• A high school diploma or GED is required.

Job Type: Full-time

Pay: $17/hr 10% commission of membership sales

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)

Language:

• Spanish (Required)
• English (Required)

Work Location: In person

Job Type: Full-time

Pay: $17.00 - $25.00 per hour

Work Location: In person

Salary : $17 - $25