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Customer Care Representative Jobs
Company | ABC Fitness |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Wellness and Fitness Services |
Expires | 2023-07-01 |
Posted at | 10 months ago |
Company : ABC Fitness Solutions
- Responsible for taking inbound calls directed from the queue; Typical inbound calls include but are not limited to: Assisting members with billing questions, cancellation and/or freezing member accounts and account delinquencies and disputes
- Responsible for performing outbound dialer/collection calls regarding delinquent accounts: Typical outbound calls include but are not limited to: Billing updates, providing cancellation or freeze services, resolving account delinquencies and disputes
- Responsible for reviewing accounts and answering customer questions.
- Regular and reliable attendance required
- Maintain departmental standards
- Any other duties as assigned by Manager or management
- Maintain individual standards: Meet minimum QA goal of 90%; Minimum schedule adherence of 92%; Maintain an average talk time of 315 seconds or less on member calls; Maintain an acceptable error percentage
- Note: In addition to the essential duties and responsibilities listed above representatives will add the following skill levels: Mail Processor : Process incoming faxes, letters and e-mails from members; Research members accounts to ensure all mail received is as outlined by the club; Communicate with members when documentation is not correct. Client Services: Responsible for taking inbound Client Services calls directed from the queue. Recurring Services: Responsible for taking inbound Recurring Services calls directed from the queue; Process incoming faxes, letters and e-mails from members with a recurring service. Escalated Supervisor: Take calls from members who have requested to speak to a supervisor. Answer the phone as a supervisor and be empowered to make decisions to help resolve customer’s issues; Requires leadership nomination
- Responsible for noting each account with the call content
- Must be self-motivated
- Ability to periodically lift and set up 20-25 pounds of computer related equipment
- A quiet to moderate noise level work setting
- High school diploma or equivalent
- Flexibility and adaptability to frequent change
- Must possess good grammar skills and professional phone presence
- Must be able to accurately and effectively communicate with other departmental staff members, members and clients both verbally and in writing
- Must be extremely detail-oriented and able to make sound decisions
- May frequently be required to stand, walk, use hands, reach, stoop, kneel or bend, talk, or hear
- Must provide internet services that must meet and/or exceed internet service requirements outlined by company guidelines
- Must be able to sit for prolonged periods of time usually between 8-12 hours per day with periodic breaks
- Experience with the AS400, Microsoft Word, Excel, Outlook
- Excellent verbal and written communication skills
- Ability to multi-task in a fast-paced environment
- Ability to problem solve using deductive reason skills in a timely manner
- Must be able to speak and listen for prolonged period of time usually between 8-12 hours per day with periodic breaks.
- Must be able to look at a computer monitor and type for prolonged periods of time usually between 8-12 hours per day with periodic breaks
- Employee must furnish a high speed internet connection to connect to ABC’s server
- Must be dependable
- Basic skills including but not limited to addition, multiplication and division of whole numbers, decimals and fractions
- Must type 30 WPM
- Must have a secure, quiet work at home environment
- Employee must furnish a mobile phone, landline phone and/or devices necessary to receive and send business communications if system is unavailable to communicate or to report an absence.
- Work-from-home experience beneficial
- 1 to 2 years previous call center experience preferred
- Experience handling a high volume of inbound and outbound calls preferred
- Bi-lingual is a plus
- Medical/Dental/Vision coverage
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Time Off – with our open PTO policy, you pick when you want time off when it’s best for you!
- EAP – we get you help when you need it. Period.
- And more! – so many benefits we couldn’t even fit them all here!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
- Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
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