Position: Member Support Expert

Reports to: Call Center Manager

Department: Call Center Operations

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

Duties and Responsibilities:

• Handle inbound phone calls, answering questions/concerns by internal and external customers regarding the Planet Fitness brand while delivering +1 customer service. Inbound calls include:

  • Membership questions

  • Billing questions

  • General Planet Fitness inquires.

  • Collection Attempt Calls

  • Cancel and Save Attempt Calls

  • Info Calls from Prospective Members

• 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 request 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.

• Maintain department inboxes and other items as designated by Call Center leadership, and ensure items are completed within Excel Fitness standards. 

• Participates in training of new Call Center employees.

• Help oversee the cleanliness of the Call Center.

• Perform additional duties as assigned

Qualifications:

• Proven performance by meeting bonus metrics for three (3) consecutive months.

• Proven mastery of Member Support Level 1 role through call quality scores of no less than 90% average for three (3) consecutive months.

• Successful completion of the Call Center advanced call training to handle collection, cancel-saves, and info calls. 

• HS diploma or equivalent required and must be at least 18 years old.

• Proven ability to efficiently utilize system applications to assist with all member inquiries, process member account transactions and provide research and resolution for member concerns.

• Proficient verbal and written skills to effectively communicate.

• Familiar with Excel mission, values, vision, and culture, as well as the Planet Fitness brand.

• Strong knowledge and familiarity of Planet Fitness operations and membership practices.

• Proficiency in Microsoft Office, Customer Relationship Management (CRM) systems and other related applications.

• Ability to exercise excellent judgement and guide others clearly and effectively.

• 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 beyond.

Benefits & Perks:

• Make payday any day by taking advantage of our financial wellness benefit, MyFlexPay

• Every Team Player receives a FREE Planet Fitness Black Card Membership

• Our Employee Assistance Program (EAP) gives you free and confidential access to counseling resources

• PLUS - Paid Time Off (PTO), Paid Parental Leave, and Health Insurance Benefits are offered to all eligible Team Players

Other Details:

• Supervisory Responsibility: There are no supervisory responsibilities for this role.

• 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 must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, sit, talk and hear; 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 nonexempt position. A nonexempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. The anticipated work schedule for this position will be set during normal Call Center