What are the responsibilities and job description for the Member Experience Team Associate position at Planet Fitness?
Member Experience / Call Center Team Associate
Planet Fitness, a private equity backed fitness retailer, is seeking candidates for the role of Member Experience Call Center Associate. The Member Experience Call Center 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. Member Experience Call Center 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.
- Maintain an expert-level knowledge of all Planet Fitness policies and procedures.
- Utilize strong communication and problem-solving skills to effectively resolve customer concerns, ensuring a pleasant experience.
- Handle sensitive customer data, including payment card information, with strict confidentiality and in compliance with PCI standards.
- Maintain accurate records of customer interactions using our CRM system, DataTrak.
- 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.
- Flexibility to adapt to changing priorities, procedures, and call scripts.
- Minimize member turnover by reaching out to members regarding billing issues and cancellations.
- Proven ability to answer customers' questions and give information regarding business procedures and policies in an exact and customer-friendly way.
- Ensure you are always up to date with company updates, campaigns and updated policies.
Minimum Skills
- Ability to manage multiple responsibilities
- Solid work ethic with strong decision-making, problem resolution skills
- Top-tier phone etiquette
- Basic computer, math, typing and communication skills
- 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 your 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. Comfortable sitting for long periods of time while on calls.
Part Time Hours (Please specify your availability for the hours/days listed below)
- Monday - Friday: 8:00am - 3:00pm // 3:00pm - 8:00pm
- Saturday: OFF
- Sunday: OFF
Full Time Hours (Please specify your availability for the hours/days listed below)
- Monday - Thurs: 8:00am – 4pm // 1pm – 8pm
- Saturday: OFF
- Sunday: OFF
Benefits
- Compensation starts at $17/hour, depending on experience
- Company contribution towards health benefits including 401K, 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
Qualifications:
Minimum Qualifications
- 18 years old or older
- A High School Diploma or Equivalent required
- Six months Call Center or Email Customer Service experience required
- Bilingual is a plus