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 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: $11.00 - $12.00 per hour
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:
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
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.
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 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.
Travel: No travel is expected for this position.
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.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice
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.
JOIN THE CLUB.
Enhancing people’s lives with an affordable, high-quality fitness experience requires a team of inspiring, motivated and fun-loving go-getters. As one of the largest and fastest-growing franchisors and operators of fitness centers in the United States, Planet Fitness is just getting warmed up. We’re continuously seeking top talent to join us in cultivating the Judgement Free Zone® and shaping the future of our brand. With more than 2,000 locations in all 50 states, the District of Columbia, Puerto Rico, Canada, the Dominican Republic, Panama, Mexico and Australia, there’s plenty of opportunity on our Planet and we are always looking for talented individuals to join our team!
Our member mission says it best: our product is a tool, a means to an end; not a brand name or a mold maker, but a tool that can be used by anyone. To use our product, members need to feel inspired and motivated. That’s where you come in. If you’re looking for a place where you can make a difference in a customer’s life, you’ve found it. Come to add your mojo to the Judgement Free Zone, but stay for the feeling that you’re making a difference on our Planet.
TO FIND YOUR PERFECT FIT, SEARCH FOR A CLUB OPPORTUNITY NEAR YOU.
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.