Customer Service Person (PT)

Our mission is to help individuals live the best lives possible through better health and inclusion in a positive community!
The Member Services Representatives of 10 Fitness are expected to uphold and deliver the 10 Fitness member experience by being honest, committed individuals who are patient and resilient. They should be enthusiastic about helping others and have a strong desire to make a difference. The Member Services Representative will strive to answer all calls in a timely manner while ensuring a positive and professional experience by the caller. The Member Services Representatives will execute the team member basics of being on time and following the policies and procedures of 10 Fitness.
Help prospects sign up for memberships online or schedule them for a tour with the manager of the location of their choice.
Explain the range of cost for one-on-one personal training and team training, as well as what is provided with each option.
Billing:
If a member's status is Return for Collection, offer the member the Forgiveness Program to keep them active.
Remove members from the collection agency if they have paid their past due balance or enrolled the Forgiveness Program.
Help assist all members in canceling their membership (by sending a link or doing it over the phone) and/or personal training accounts (by directing them to the club).
Ensure that, when canceling a membership, members also cancel their personal training if they are paying for that service. Direct members to their club for personal training.
Ensure that the member is aware of all cancellation details (3 day policy, 30 days to rejoin without fees, annual fee date, remaining days they can use the club, remaining PT sessions, etc.)
Use good judgment when dealing with upset customers. Waive fees when necessary to ensure members receive great customer service.
Attempt to change each member's mind on canceling by offering them a free month, a free PT session, a Fitness Assessment, a free month of Level 10, or a free month of group exercise, based on the members interests and goals.
Help assist all members in up-grading or down-grading their membership.
Help assist all members in updating their billing information; Help direct members in up-grading or down-grading their personal training.
Help assist Basic members in changing the location of their home club.
6 - 12 months experience in sales/customer service preferred
Basic computer skills
High School Diploma or GED required

This job often requires the employee to be on the phone and use a computer for up to 8 hours a day.
This job often requires the employee to sit in front of a computer screen for up to 8 hours a day .
Because our facilities remain open on holidays, employees in this role may be required to work on holidays as scheduled.

15.00 to $18.00 per hour, plus shift differentials
Member Services Representatives are eligible for commissions.
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