Benefits:

• Bonus based on performance
• Employee discounts
• Flexible schedule
• Opportunity for advancement

Member Service Representative - Call Center| Fit Fusion

Company: Fit Fusion

Availability: Various shifts between the hours of 8am-8pm Mon-Fri; 8am-6pm Sat & Sun

About Us: Fit Fusion is a leading provider of fitness and wellness solutions, dedicated to helping individuals achieve their health goals through innovative and engaging programs. Our team is passionate about fitness, and we strive to create a supportive and motivating environment for our members.

Job Responsibilities:

Answering and Handling Inbound Calls:

• Address customer questions, concerns, and complaints from various locations.
• Record prospect information, book appointments, and more.

Providing Customer Support:

• Assist with membership, location, and facility questions via phone, text, email, and CRM services.

Problem Solving:

• Identify and resolve customer issues efficiently and effectively.
• Record and update records for each interaction.
• Properly dispatch and relay issues to other team members as needed.

Troubleshooting Online Transactions:

• Monitor and contact prospects who abandoned their online cart.
• Assist in completing online transactions and updating customer information if required.

Maintaining Accurate Records:

• Document customer interactions and outcomes for all types of communication.

Escalating Complex Issues:

• Refer difficult cases to supervisors or specialized departments in a timely and professional manner.

Maintaining Product Knowledge:

• Stay up-to-date on events, locations, amenities, membership pricing, services, and company policies.

Meeting Performance Metrics:

• Adhere to call handling time targets and customer satisfaction goals for incoming and outgoing communication.

Making Outbound Calls (Leads):

• Contact leads generated online to assist in completing their membership, booking an appointment, and other “soft” sales calls.

Making Outbound Calls (in some cases):

• Contact customers for surveys, follow-ups, or to inform them about new products or services.

Required Skills:

Excellent Communication Skills:

• Clear and professional verbal and written communication.

Active Listening:

• Pay close attention to customer concerns and understand their needs.

Problem-Solving Skills:

• Identify and resolve issues quickly and effectively.

Empathy and Patience:

• Understand and address customer emotions and concerns with patience.

Time Management:

• Effectively manage time and prioritize tasks to meet performance goals.

Multitasking:

• Handle multiple calls and tasks simultaneously.

Technical Skills:

• Proficiency with CRM software and other call center tools.

Adaptability and Flexibility:

• Ability to adapt to changing situations and work various shifts.

Benefits:

• Competitive pay and performance-based incentives.
• Opportunities for career growth and development.
• A supportive and dynamic work environment.
• Access to Fit Fusion's fitness programs and facilities.

Job Types: Full-time, Part-time, Contract

Pay: $18.00 - $22.00 per hour

Expected hours: 20 – 40 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Physical Setting:

• Call center
• Office

Schedule:

• 8 hour shift
• Afternoon shift
• Evening shift
• Monday to Friday
• Overtime
• Weekdays

Location:

• Crestview, FL 32539 (Preferred)

Ability to Commute:

• Crestview, FL 32539 (Required)

Ability to Relocate:

• Crestview, FL 32539: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Crestview, FL 32539

Flexible wo