Customer Care Representative

Company : ABC Fitness Solutions

Join ABC Fitness, the leading technology provider for the fitness industry!

Job Description

INTRODUCTION:

This position is directly responsible for handling inbound and outbound calls and mail while providing quality service to customers. This position is directly responsible for the overall productivity of the call center.

WHAT YOU’LL DO:

• Responsible for taking inbound calls and processing mail directed from the queue; Typical inbound interactions include but are not limited to: Assisting clients and members with billing questions, account updates and corrections, report reviews, advising of cancellation and freeze policy and resolving disputes.

• Research member accounts to ensure all requests received are as outlined by the club; Communicate with clients and members when documentation is not correct.

• Responsible for accurately noting each account with the interaction content

• Maintain individual standards: Meet minimum QA goal of 90%; Minimum schedule adherence of 92%; Maintain an average talk time of 320 seconds or less; Maintain an average mail time of 435 seconds or less; Maintain an acceptable error percentage

• Maintain departmental standards

• Any other duties as assigned by Manager or management

• Regular and reliable attendance required

WHAT YOU’LL NEED:

• Must be able to work any shift including our latest shift from 12PM – 9PM Central

• Shift are assigned based on the needs of the call center and are not negotiable.

• Must be able to work a rotating schedule post training

• 100% mandatory attendance for 9-week training period; 8 am -5 pm CST, Mon-Fri (fully remote)

• Must be able to work overtime as needed.

• Must type 40 WPM

• Employee must furnish a high-speed internet connection to connect to ABC’s server - must be connected by wire.

• Experience with Microsoft Word, Excel, Outlook

• Must be able to accurately and effectively communicate with other departmental staff members, members and clients both verbally and in writing

• Ability to multi-task in a fast-paced environment

• Must be extremely detail-oriented and able to make sound decisions

• Must be self-motivated

• Must possess good grammar skills and professional phone presence

• Must be dependable

• Must have a secure, quiet work at home environment

• Must provide internet services that meet and/or exceed internet service requirements outlined by company guidelines

• High school diploma or equivalent

• Excellent verbal and written communication skills

• Ability to problem solve using deductive reason skills in a timely manner

• Basic skills including but not limited to addition, multiplication and division of whole numbers, decimals and fractions

• Flexibility and adaptability to frequent change

• Must be able to sit for prolonged periods of time up to 8-10 hours per day with periodic breaks

• Must be able to look at a computer monitor and type for prolonged periods of up to 8-10 hours per day with periodic breaks

• Must be able to speak and listen for prolonged periods of time up to 8-10 hours per day with periodic breaks. 

• Employee must furnish a mobile phone, landline phone and/or devices necessary to receive and send business communications if system is unavailable to communicate or to report an absence.

AND IT’S GREAT TO HAVE:

• Bi-lingual is a plus

• 1-2 years Customer Service experience preferred

• Billing experience beneficial

WHAT’S IN IT FOR YOU:   

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset   

• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!  

• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam   

• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!   

• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement   

• Medical/Dental/Vision coverage   

• EAP – we get you help when you need it. Period.   

• Premium Cal