24 Hour Fitness, INC. Member Care Specialist in Carlsbad, California

LOCATION 1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011

JOB SUMMARY

The Member Care Specialist is responsible for providing exceptional customer support to the organization by assisting with a variety of different questions and concerns in an efficient and timely manner by taking ownership for first contact resolution. While performing the functions of this job, the Member Care Specialist will be required to interact with members, club personnel, off-site call center vendor employees and management as required.

ESSENTIAL DUTIES & RESPONSIBILTIES Estimated % of Time Spent

  1. Member Service Resolution
  • Resolve elevated member issues via phone, email, or mail by clarifying the nature of the complaint, determining the cause of the problem, selecting and expediting correction or adjustment, and following up to ensure satisfactory resolution.

  • Utilize critical thinking skills and approved levels of discretion/empowerment to diffuse and resolve escalated issues.

  • Utilize a variety of customer service software and operating systems to research and resolve member issues.

  • Develop and maintain high level of knowledge of customer service inquiry, account maintenance and other internal systems.

  • Provide recommendations to management for ways to enhance or improve procedures, processes and overall performance.

  • Maintain essential knowledge base of company activities through company and new initiatives utilizing divisional organization charts, club listing, mail and marketing campaigns and agreement knowledge.

80%

  1. Vendor Relationship
  • Utilize daily reports to identify areas of training for call center agents and communicate to call center management teams

  • Consult with contracted call center personnel and field management to ensure satisfaction and complaint resolution.

  • Develop business relationships by fostering a spirit of cooperation with company related departments as needed to serve the needs of the field organization, members and contracted off-site call centers.

20%

Total 100%

ORGANIZATION RELATIONSHIPS

While performing the functions of this job, the Member Services Specialist interacts with members, team members, off-site call center vendor employees and management, and all levels of 24-Hour Fitness management. This role has no direct report.

REQUIRED QUALIFICATIONS

Knowledge, Skills & Abilities

  • Strong verbal and written communication skills.

  • Excellent problem solving and reasoning skills while demonstrating accuracy and thoroughness.

  • Ability to apply basic accounting and math principles to resolve complex billing and payment issues.

  • Thorough knowledge of Microsoft Office applications; Outlook, Word and Excel.

  • Ability to maintain focus in a changing and diverse environment; handle multiple assignments, prioritize tasks, and manage timelines.

  • Establish priorities, work independently, and proceed with objectives with limited supervision.

  • Demonstrate personal initiative and strive to continuously build knowledge and skill set.

  • Ability to train others on new processes and procedures.

  • Language Skills:

  • Ability to read English and interpret documents such as policy and procedure manuals, memorandums.

  • Ability to write and speak (English) effectively for communication with individual members and all levels of other employees within the organization.

  • Communications Skills:

  • Excellent written and verbal communications skills.

  • Ability to listen attentively, speak/write clearly and informatively when communicating with members and team members, business vendors, and other outside agencies.

  • Reasoning Ability:

  • Use independent judgment and discretion to resolve member issues.

  • Ability to interpret a variety of instructions furnished in written, oral or schedule form.

  • Ability to define problems, collect data, establish facts, and draw conclusions based on correspondence, calls and/or various computer screens along with numerous companies polices.

Minimum Educational Level/Certifications

  • High School Diploma or General Education Degree (GED).

Minimum Work Experience and Qualifications

  • 4+ years of customer service in a senior or expert-level position with responsibility to resolve non-standard customer issues.

Physical Demands/ Environmental Conditions

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit, listen and speak. The employee is occasionally required to walk, reach with hands and arms: and stoop, kneel or crouch.

Travel Requirement

  • Travel is not a requirement of this position.

PREFERRED QUALIFICATIONS

Knowledge, Skills & Abilities

  • Bilingual skills.

  • Ability to use PowerPoint.

Educational Level/Certifications

  • Bachelor's degree.

Work Experience and Qualification

  • Experience training customer service personnel and developing collateral training materials.

FUNCTIONAL GROUP Membership

FULL-TIME Full-time