Job Description

Position: Member Support Specialist

Reports to: Member Support Center Supervisor

Department: Member Support Center

Purpose: Serves as an advocate to our members, guests, and prospective members. Provides accurate information regarding company products, policies, and practices to existing and prospective members while delivering +1 customer service.

Duties and Responsibilities:

• Handle inbound phone calls, answering questions/concerns by existing and prospective members, and internal agents regarding the Planet Fitness brand while delivering +1 customer service. Inbound contacts include:
• Membership and Billing Questions
• Potential Member Info Calls
• General Planet Fitness Inquires
• Collection Inquiries
• Member escalations
• Receive inbound and return voice mails from members that have been contacted via our collections campaign dialer. Work with these members to effectively position special offers and maximize collection dollars received.
• Handle inbound inquiries (both chat and calls) from internal Team Players regarding Excel Fitness and Planet Fitness policy and procedures.
• Take escalated member calls and practice de-escalation procedures to result matters.
• Meet department minimum standards and uphold company standards of conduct on a daily and monthly basis as designated by Member Support Center leadership.
• Answer detailed questions regarding member’s agreement and company policies while delivering +1 customer service.
• Facilitate needed updates to members’ accounts up to and including cancel requests with the mindset of saving the membership through asking questions and overcoming objections.
• Strive for first-call resolution and follow through with a sense of urgency.
• May be assigned to help maintain department inboxes and other items as designated by Member Support Center leadership, and ensure items are completed within Excel Fitness standards.
• Participate in training of call new center employees.
• Help oversee the cleanliness of the Member Support Center.
• Perform additional duties as assigned.

Qualifications:

• Must be at least 18 years of age.
• High School Diploma or equivalent required.
• Minimum of one (1) year Excel Fitness Member Support Center experience preferred.
• Proven mastery of Member Support Agent role through call quality scores of no less than 90% average for six (6) consecutive months.
• If internal candidate, proven performance by meeting agent metrics for three (3) consecutive months.
• Lead by example and build effective relationships by inspiring and supporting others.
• Strong knowledge and familiarity of Planet Fitness operations and membership practices.
• Proficient verbal and written skills to effectively communicate.
• Proficiency in Microsoft Office, Customer Relationship Management (CRM) systems and other related applications.
• Ability to exercise excellent judgement and guide others clearly and effectively. y
• Courtesy, tact, and diplomacy are essential elements of this position when working with internal and external customers.
• Punctuality, reliability, patience, and a strong willingness to go above and beond.
• Must have the ability to handle sensitive and confidential information.
• Minimum of one (1) year Excel Fitness Member Support Center experience preferred.
• Proven mastery of Member Support Agent role through call quality scores of no less than 90% average for six (6) consecutive months.
• If internal candidate, proven performance by meeting agent metrics for three (3) consecutive months.

Supervisory Responsibility: This position supports management in the daily operation of the Member Support Center and is occasionally called upon to oversee the team in leadership’s absence but has no direct supervisory responsibilities.

Work Environment: This job operates in a professional office environment. This role regularly uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: The physical demands described here are representative of those that a Team Player must meet to successfully perform the essential functions of this job.

• Regularly required to talk or hear.
• Frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work: This is a full-time, nonexempt position. A nonexempt Team Player is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA.

Standard work days and hours will be set during normal Member Support Center hours of operation and determined by business need. Full-Time employees are ones that regularly work at least 30 hours per week.

Travel: 0% travel is expected for this position.

EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Player for this job. Duties, responsibilities, and activities may change at any time with or without notice.