Company : ABC Fitness Solutions
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Job Description
INTRODUCTION:
This position is directly responsible for handling inbound and outbound calls and mail while providing quality service to customers. This position is directly responsible for the overall productivity of the call center.
WHAT YOU’LL DO:
- Responsible for taking inbound calls and processing mail directed from the queue; Typical inbound interactions include but are not limited to: Assisting clients and members with billing questions, account updates and corrections, report reviews, advising of cancellation and freeze policy and resolving disputes.
- Research member accounts to ensure all requests received are as outlined by the club; Communicate with clients and members when documentation is not correct.
- Responsible for accurately noting each account with the interaction content
- Maintain individual standards: Meet minimum QA goal of 90%; Minimum schedule adherence of 92%; Maintain an average talk time of 320 seconds or less; Maintain an average mail time of 435 seconds or less; Maintain an acceptable error percentage
- Maintain departmental standards
- Any other duties as assigned by Manager or management
- Regular and reliable attendance required
WHAT YOU’LL NEED:
- Must be able to work any shift including our latest shift from 12PM – 9PM Central
- Shift are assigned based on the needs of the call center and are not negotiable.
- Must be able to work a rotating schedule post training
- 100% mandatory attendance for 9-week training period; 8 am -5 pm CST, Mon-Fri (fully remote)
- Must be able to work overtime as needed.
- Must type 40 WPM
- Employee must furnish a high-speed internet connection to connect to ABC’s server - must be connected by wire.
- Experience with Microsoft Word, Excel, Outlook
- Must be able to accurately and effectively communicate with other departmental staff members, members and clients both verbally and in writing
- Ability to multi-task in a fast-paced environment
- Must be extremely detail-oriented and able to make sound decisions
- Must be self-motivated
- Must possess good grammar skills and professional phone presence
- Must be dependable
- Must have a secure, quiet work at home environment
- Must provide internet services that meet and/or exceed internet service requirements outlined by company guidelines
- High school diploma or equivalent
- Excellent verbal and written communication skills
- Ability to problem solve using deductive reason skills in a timely manner
- Basic skills including but not limited to addition, multiplication and division of whole numbers, decimals and fractions
- Flexibility and adaptability to frequent change
- Must be able to sit for prolonged periods of time up to 8-12 hours per day with periodic breaks
- Must be able to look at a computer monitor and type for prolonged periods of up to 8-12 hours per day with periodic breaks
- Must be able to speak and listen for prolonged periods of time up to 8-12 hours per day with periodic breaks.
- Employee must furnish a mobile phone, landline phone and/or devices necessary to receive and send business communications if system is unavailable to communicate or to report an absence.
AND IT’S GREAT TO HAVE:
- Bi-lingual is a plus
- 1 to 2 years previous call center experience preferred
- Experience handling a high volume of inbound calls preferred
- Work-from-home experience beneficial
- Billing experience beneficial
WHAT’S IN IT FOR YOU:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – competitive PTO policy
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Calm App +4 – enjoy tranquillity with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
We’re committed to diversity and passion, and encourage you to apply, even if you don’t tick all the listed skillsets!
This job is full-time and pays $17.50/hour.
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com
ABOUT ABC:
ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry, and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 31 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.
Founded in 1981, ABC helps over 24,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).
#LI-REMOTE
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!