MSC Specialist

Excel Fitness•Austin, TX

12d•Onsite

About The Position

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.

Requirements

Must be at least 18 years of age.
High School Diploma or equivalent required.
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.
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.
Must have the ability to handle sensitive and confidential information.

Nice To Haves

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.

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.
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.