Member Experience Advocate

Excel Fitness; Austin (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

Excel Fitness in Austin, TX is seeking a Member Support Specialist to serve as a friendly advocate for members, guests, and prospective members, providing accurate information on policies and products while delivering +1 customer service.

You will handle inbound calls and inquiries, assist with account updates including cancellations, strive for first-call resolution, and assist in training new team members, all within a professional office setting.

Qualifications

• Must be 18 years or older.
• High School Diploma or equivalent required.
• Minimum 1 year Excel Fitness Member Support Center experience preferred.
• Proven call quality of 90% average for six consecutive months.
• Proficient with Microsoft Office and CRM systems.

Responsibilities

• Handle inbound calls and chats from members and prospects.
• Provide accurate information on policies and products.
• Update member accounts and process cancellation requests.
• Strive for first-call resolution with sense of urgency.
• Escalate issues as needed and de-escalate when appropriate.
• Assist in training new center staff.

Skills

Customer service excellence

Communication skills

CRM software proficiency

MS Office proficiency

De-escalation techniques

Problem solving

Education

High School Diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

Excel Fitness in Austin, TX is seeking a Member Support Specialist to serve as a friendly advocate for members, guests, and prospective members, providing accurate information on policies and products while delivering +1 customer service.

You will handle inbound calls and inquiries, assist with account updates including cancellations, strive for first-call resolution, and assist in training new team members, all within a professional office setting.