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About this job

Position Description

The part-time Client Services Representative will be responsible for providing exceptional customer service and administrative support to our members.  This position will be handling customer issues over the phone, assisting employees in the field with contract issues and providing insight and feedback to the corporate team regarding the customer experience. This is an entry-level position with a maximum of 25 hours a week that would be scheduled during normal business hours Monday-Friday 9:00 am - 6:00 pm.

DUTIES AND RESPONSIBILITIES

  • Process cancellations submitted through the customer service email and PO BOX.
  • Work with ABC financial to process refunds which include early terminations, cancellation requests, and errors in billing.
  • Process all reinstatements submitted by the collections agency.
  • Conduct soft collections for members which are past due less than 60 days.
  • Handle customer services issues such as change of address, new membership cards, EFT changes, and/or any other billing issue.
  • Conduct welcome calls for all new members at the gyms after their second day as a member and after a 30 day follow-up period.
  • Run ad hoc report for various departments

SKILLS & ABILITIES

  • Believe in a high level of customer service.
  • Attention to detail and organizational skills.
  • Problem-solving skills.
  • Ability to work in a team environment.
  • Ability to answer very busy phones, handle customer issues while maintaining a positive and friendly demeanor.
  • High level of professionalism and personal drive.

 

 EDUCATION & EXPERIENCE

  • Minimum of a high school education (or equivalent) required. 
  • Must be fully bilingual - Spanish and English - the majority of the calls are in Spanish
  • Must have 1-2 years customer service experience– preferably in a retail/gym environment.
  • High volume telephone experience preferred.