Customer Service Representative

Hot 8 Yoga Customer Care Team8

At Hot 8 Yoga, we embody the practice we teach. Powered by heat, movement, and community, we are the premier hot yoga studio coast to coast with locations across California and New York City. Our philosophy is rooted in connection and in the belief that true transformation begins when individuals step into purpose-driven work. We offer a wide range of class styles, so there's space for every level and every body and our studios are sleek, spotless, and intentionally hot.

We are more than a yoga studio, we are a community. If you are passionate about wellness and looking to contribute to a professional, supportive, and mission-driven environment, we'd love to hear from you!

Hot 8 Yoga is looking for passionate, high-energy individuals to join our Customer Care Team (TEAM8). As a TEAM8 member, you are critical to protecting our brand reputation, upholding our Credo: Hottest. Cleanest. Most Connected, and achieving our collective purpose: to grow the H8Y community and reduce attrition through exceptional service.

This role requires a dedicated focus on our three core priorities, with an emphasis on remote support and membership retention.

Core Priorities: Customer Care TEAM8 Top 3

1. ATTRITION REDUCTION & RETENTION
   • Serve as the primary point of contact for members seeking account changes, freezes, or cancellations, utilizing expert communication skills to retain members and reduce attrition.
   • Provide top-tier customer service over the phone and email to proactively address member concerns and ensure long-term satisfaction.
   • Maintain a current understanding of all membership policies and promotions to offer optimal solutions to clients.
2. MEMBERSHIP SALES & UPGRADES
   • Achieve goals for membership upgrades, reactivations, and package sales driven by remote outreach and inbound calls/emails.
   • Identify opportunities to improve the client experience through special offerings or membership enhancements.
   • Process all sales accurately through the Mindbody (MBO) point-of-sale system.
3. SERVICE EXCELLENCE & COMMUNICATION
   • Handle all incoming calls and emails efficiently, ensuring rapid and accurate resolution.
   • Consistently provide empathetic and professional communication that reinforces the positive community aspect of Hot 8 Yoga.

Essential Duties and Responsibilities

• Customer Service & Issue Resolution: Handle all client concerns with grace using the B.R.E.A.T.H. method: Be Present, Remain Calm, Empathize, Act, Thank, and Help To Explain.
• Communication:
  • Answer the phone enthusiastically and be prepared to meet clients with understanding, providing their situation, and taking action.
  • Manage and prioritize client inquiries via the View email address on click.appcast.io email and other digital support channels.
• Client Management (MBO): Manage client accounts in MBO, including processing purchases, managing membership changes (freezes, terminations), and addressing account status icons (e.g., 'Delinquent Accounts,' 'NO ACCESS,' 'DECLINED MEMBER').
• Administration: Complete Shift Notes daily with a recap of the shift, detailing call/email volume, retention successes, membership changes processed, and sales opportunities.
• Professionalism: Maintain a professional demeanor while working, communicate respectfully, and clock in/out on time using Rippling.

$18.05/hr + commission