JobsUSACall Center Member Support Agent Il
Company : Excel Fitness
Location : Austin, TX, 78716
Posted Date : 15 September 2025
Job Details
Reports to: Call Center Manager
Department: Call Center Operations
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:
- Membership questions
- Billing questions
- General Planet Fitness inquires.
- Collection Attempt Calls
- Cancel and Save Attempt Calls
- Info Calls from Prospective Members
- 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.
- Participates in training of new Call Center employees.
- Help oversee the cleanliness of the Call Center.
- Perform additional duties as assigned
- Proven performance by meeting bonus metrics for three (3) consecutive months.
- Proven mastery of Member Support Level 1 role through call quality scores of no less than 90% average for three (3) consecutive months.
- Successful completion of the Call Center advanced call training to handle collection, cancel-saves, and info calls.
- HS diploma or equivalent required and must be at least 18 years old.
- Proven ability to efficiently utilize system applications to assist with all member inquiries, process member
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