Customer Services Representative I

Jonas Software

United States

Remote

USD 42,000 - 60,000

Full time

14 days+

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Job summary

Jonas Software is seeking a MBS Member Services Representative to be the first point of contact for fitness club members, assisting with billing questions, cancellations, and payment issues while following client-specific guidelines.

You will collaborate with club owners and stakeholders, update billing details, notify members of past due balances, and strive to minimize hold times while delivering accurate information and friendly service to support member retention.

Qualifications

High School Diploma or some college preferred.
Experience in help desk and call center metrics.
Ability to handle high call volumes.
Strong written and verbal communication and complaint handling.
Analytical skills for root-cause analysis.
Excellent documentation and follow-up.

Responsibilities

Answer inbound calls/emails regarding billing, contracts and payment options for fitness clubs.
Serve as POC for strategic fitness clubs requiring customer service support.
Collaborate with club owners, internal/external customers and stakeholders to address needs and secure memberships.
Provide telephone consultation to clients on policies and guidelines.
Use knowledge bases to retain quick guides for club support.
Monitor wallboards and clear phone queues when thresholds are exceeded.
Maximize phone availability to minimize hold times for clients.
Log calls and capture relevant details of client interactions/services rendered.
Provide outstanding software support and exceed quality standards.
Meet/exceed performance benchmarks and assist call center in achieving SLAs.
Work on special projects as assigned by management.

Skills

Communication skills

Time management

Troubleshooting

Customer analytics

MS Office proficiency

Education

High School Diploma/Some college preferred

Tools

Microsoft Office

Job description

Job Profile: Customer Service Representative

Job Title: MBS Member Services Representative

Vertical: Fitness

THE POSITION:

The Member Services Representative reports to the MBS Member Services Supervisor. The Member Services Representative is the first point of contact for our client’s members. They will assist members with billing questions, cancellation requests, and freeze requests. The Member Services Representative will need to refer to the policies and guidelines for each individual client. They will also be responsible for contacting members to notify them of past due balances and attempting to obtain payment, update billing information, and save members from cancelling. They will need to meet individual goals to include but not limited to adherence, quality, and average talk time.

The Member Services Representative should demonstrate good decision quality when making decisions and offering suggestions. They should have patience and be an attentive listener. The Member Services Representative should demonstrate composure when handling stressful situations and not be knocked off balance by the unexpected. They should have customer focus by being dedicated to meeting the expectations of internal and external clients. They should use time management effectively and efficiently to set priorities.

JOB RESPONSIBILITIES:

Answer inbound calls/emails from clients regarding billing, contract and payment options for fitness clubs.

Serve as Point-of-Contact [POC] for strategic fitness clubs who require customer service support.

Work closely with fitness club owners, internal and external customers, and stakeholders to ensure client needs are being addressed and their memberships are secure.

Provide telephone and consultation to clients needing assistance with policies and guidelines.

Use knowledge bases to retain quick guides for club support.

Monitor wallboards and log-in to clear the phone queues if calls are holding past established thresholds.

Maximize phone availability to ensure that clients experience minimal hold-times in the queue.

Log all calls and capture relevant details regarding client interactions/services rendered by Member Services.

Provide outstanding software support to clients and exceed quality customer service standards

Meet/exceed individual performance benchmarks as required by productivity scorecards; assist call center to achieve service-level objectives and key operational initiatives.

Work on special projects as assigned by management.

QUALIFICATIONS:

High School Diploma/Some college preferred.

Previous help desk experience with a general familiarity of call center performance metrics.

Ability to work in high call volume.

Strong written and verbal communication skills with effective complaint handling & case resolution experience.

Able to apply customer service and analytical skills in a call center environment.

Effective time management and schedule adherence skills a must.

Good understanding and experience with MS Office and other desktop software applications.

Able to perform effectively in a fast-paced, high-volume call center environment with varying levels of stress and system issues that impact customers' experience.

Detailed troubleshooting, problem solving and root-cause analysis skills to promptly resolve client issues.

Strong work ethic and attention to detail with excellent documentation and client follow-up.

Business Unit:

Scheduled Weekly Hours:

Number of Openings Available:

Worker Type:

Regular

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

Jonas Software is a leading provider of enterprise management solutions, serving over 40 vertical markets and supporting 40,000 customers worldwide with innovative technology and dedicated service.

Software Development Technology, Information and Internet Technology, Information and Media

Company size 5,001–10,000 employees

Company type Public company

Total funding 0

Momentum

Team growth

Momentum

Team growth

1% in 12 mo

489 employees on LinkedIn

Employee experience

What it’s like inside