Job Type
Full-time
Description
Founded in 2010, Grand Fitness Partners is a leading Planet Fitness Franchisee, owning and operating 82+ locations. We strive to achieve Planet Fitness' mission to enhance people's lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment.
The Call Center Representative at Grand Fitness is responsible for assisting members with outstanding balances, upselling additional services, recapturing cancelled members, and proactively addressing concerns to prevent cancellations. The role emphasizes providing positive and professional experience that aligns with the Judgement Free Zone philosophy while supporting member satisfaction and retention goals. The ideal candidate will have a passion for customer service and sales, with the ability to communicate effectively with clients. Bilingual candidates are preferred to enhance our service offerings.
Key Responsibilities: - Contact members with overdue balances via phone to resolve payment issues.
- Assist members with updating billing information or making a payment on our app.
- Provide clear and accurate information about account balances, payment options, and membership policies.
- Proactively upsell services that enhance the member experience.
- Identify and reach out to cancelled members to recapture their business and restore memberships.
- Address member inquiries and concerns, offering solutions and promotions to avoid membership cancellations.
- Negotiate payment arrangements or schedules in alignment with company guidelines.
- Update member accounts and document all interactions in the system accurately.
- Meet or exceed collection goals while maintaining a positive and supportive approach to member interactions.
- Collaborate with club staff and other departments to ensure seamless communication and resolution of member concerns.
- Adhere to all company policies, including compliance with the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations.
Benefits: - On-Demand Pay
- Medical, Dental and Vision insurance (full time employees only)
- Employee perks and discount program
- Free Black Card Membership
- 401(K) Plan Savings plan
Requirements
- High school diploma or equivalent; additional education in customer service, finance, or related fields is a plus.
- Previous experience in collections, customer service, or call center environments preferred.
- Strong listening, communication, negotiation, and interpersonal skills.
- Ability to stay calm under pressure to de-escalate potential member or billing concerns.
- Ability to work in a fast-paced, goal-oriented environment while maintaining a positive attitude.
- Proficiency with computer systems and data entry
- Ability to multitask, prioritize, and manage time effectively
- Bilingual proficiency in English and another language is preferred
- Ability to continuously talk in person or on the phone during shift
- This is a call center position that may require evening or weekend shifts to accommodate member needs across various time zones.
- The role involves extended periods of sitting and making outbound calls.
This role is subject to successful completion of a background check, after offer acceptance. All background screens will be conducted in accordance with applicable federal, state and local laws. Salary Description
$13.00 Per Hour