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.

Call Center Hours: Monday - Thursdays: 9:00am - 7:00pm, Fridays: 9:00am - 6:00pm

Benefits

• Competitive Pay with monthly bonus available with eligibility & 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

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