Member Experience Team Associate

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. Full Time Hours (Please specify your availability for the hours/days listed below) Monday -

Friday:

2:00pm - 8:00pm

Saturday and Sunday:

OFF Benefits Competitive Salary & 401K plan Company contribution towards health benefits including 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 and fun exercise incentives 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

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Parental leave Referral program Vision insurance

Work Location:

In person