Call Center Member Support Agent Austin, TX

Call Center Member Support Agent

Full Time • Austin, TX
Welcome to Excel Fitness! Who are we? Excel Fitness operates over 80 Planet Fitness locations throughout 6 different states. Excel Fitness is focused on building a team culture and atmosphere constructed on trust, humility and strong relationships, always leading by example and putting others first with the upmost integrity, dedication and accountability. Through our mission, Excel Fitness has created a company culture based around Humility, Integrity, Dedication, Accountability and always being a team player. Does this company sound like a perfect fit you for? If so, apply today to have the opportunity to become a part of the Excel Fitness Team!
  
  
Position: Member Support Level 1
  
  
Reports to: Call Center Manager
  
  
Department: Call Center Operations
  
  
Compensation: Up to $13.00 per hour


Full and Part Time shifts available! 
 
 
Opportunities for Advancement within the First 6 Months!
  
  
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.
    • 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. 
  • May participate in training of call new center employees.
  • Help oversee the cleanliness of the call center.  
  • Perform additional duties as assigned
        
Qualifications:  
  • Minimum six (6) months of previous Call Center experience preferred.
  • HS diploma or equivalent required and must be at least 18 years old.
  • Proficient verbal and written skills to effectively communicate.
  • Proficiency in Microsoft Office, CRM systems and other related applications.

 

Work Environment: The safety of our Team Players (what we call our team members) are our top priority. Here's what we're doing to keep YOU safe:

  • Mask Up! All of our Team Players are required to wear masks at all times while not actively taking phone calls.
  • Squeaky Clean! We’ve always been known for our clean clubs, but we have kicked that up to ensure all of our facilities (including our Member Support Call Center) are effectively sanitized against COVID-19.
  • Social Fitnessing! We promote keeping a safe distance between all Team Players at every shift.
  • Not Feeling Great? We encourage all Team Players who are not feeling well to stay home and offer a paid leave to lessen the stress of not working.
  
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 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 hours of operation and determined by business need. Full-Time employees are ones that regularly work at least 30 hours per week. Part-Time employees are ones that regularly work 29 hours per week or less. Availability of Full-Time and Part-Time positions are dependent on business need.
    
  
EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
 
 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.





Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.

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EARN RAVE REVIEWS

Our customer service philosophy is that it’s not enough to simply meet member expectations, we want to exceed their expectations and make them our Raving Fans. In addition to positively promoting the Judgement Free Zone, we also want our members to be raving fans of the team members who are responsible for impacting their lives every day, each time they step into a Planet Fitness club. Much like that post-workout bliss, it sure feels good to know that members recognize and appreciate the people here that create their excellent experience. 

 

CHECK OUT SOME OF OUR GOLDEN THUMB AWARD WINNERS, NOMINATED BY A MEMBER IN THEIR CLUB: