Customer Service Representative

HCOA Fitness; Miami (FL); On-site; USD 17,000 - 24,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Sign On Bonus

Job summary

HCOA Fitness in Miami seeks a Client Services Representative to deliver exceptional customer service and administrative support for members. You will handle phone-based issues, assist field staff with contracts, and provide feedback to the corporate team on the customer experience.

The role includes processing cancellations, refunds with finance, reinstatements via a collections agency, soft collections under 60 days, and handling billing changes.

Qualifications

• High school education required.
• Must be bilingual Spanish and English.
• 1-2 years customer service preferred.
• High volume phone experience preferred.

Responsibilities

• Process cancellations submitted through the customer service email and PO BOX.
• Work with ABC financial to process refunds including early terminations, cancellation requests, and billing errors.
• Process all reinstatements submitted by the collections agency.
• Conduct soft collections for members past due less than 60 days.
• Handle customer service issues such as change of address, new membership cards, EFT changes, and billing issues.
• Conduct welcome calls for all new members after their second day and after a 30 day follow-up.
• Run ad hoc reports for various departments.

Skills

Customer service

Attention to detail

Problem solving

Teamwork

Phone handling

Professionalism

Education

High school diploma

Bilingual: Spanish & English

Job description

Position Description

The Client Services Representative will be responsible for providing exceptional customer service and administrative support for our members, handling customer issues over the phone, assisting employees in the field with contract issues and providing insight and feedback to the corporate team regarding the customer experience.

Duties And Responsibilities

• Process cancellations submitted through the customer service email and PO BOX.


• Work with ABC financial to process refunds which include early terminations, cancellation requests, and errors in billing.


• Process all reinstatements submitted by the collections agency.


• Conduct soft collections for members which are past due less than 60 days.


• Handle customer services issues such as change of address, new membership cards, EFT changes, and/or any other billing issue.


• Conduct welcome calls for all new members at the gyms after their second day as a member and after a 30 day follow-up period.


• Run ad hoc report for various departments.

SKILLS & ABILITIES

• Believe in a high level of customer service.


• Attention to detail and organizational skills.


• Problem-solving skills.


• Ability to work in a team environment.


• Ability to answer very busy phones, handle customer issues while maintaining a positive and friendly demeanor.


• High level of professionalism and personal drive.

Education & Experience

• Minimum of a high school education (or equivalent) required.


• Must be fully bilingual - Spanish and English


• 1-2 years customer service experience preferred.


• High volume telephone experience preferred.

Benefits

• $15.00 p/h


• 15 days PTO


• 9 Paid Holidays + 1 Paid Floating Holiday


• Health Insurance


• Dental Insurance


• Vision Insurance


• Life Insurance


• Sign On Bonus*