Customer Care Rep III
Gold's Gym
Los Angeles, CA, US
3d ago

Overview

The Customer Care Representative III will provide servicing to all facets of customer relations and the related billing functions using a strong emphasis on member service and problem solving with telephone skills and direct customer (internal and external) interaction.

The Customer Care Representative III responds to customer and gym requests and questions regarding service, products and account information.

The Customer Care Representative is responsible for analyzing and rectifying customer concerns by reviewing and improving established procedures while role modeling the organization’s values and culture.

This position reports to the Customer Care Manager and takes direction from the Sr. Customer Care Manager.

Responsibilities

  • Consistently delivers a clean, crisp, friendly member and team member experience
  • Provides superior customer service over the phone and via email communication with gyms and members.
  • Assist members & gyms with questions concerns, and resolves complex disputes as it relates to their gym membership.
  • Assist members in settling difficult billing inquiries, payment issues and delinquent accounts.
  • Collects all possible past due payments from members while addressing member concerns.
  • Maintains awareness of their personal daily statistics.
  • Resolve escalated inbound calls & Emails from designated gyms for member situations
  • Added Service Addendums processing
  • PTEFT / Golds STUDIO processing
  • Reactivations Processing
  • Franchise Liaison
  • Process Refunds from Gyms
  • Fixing Gym Errors within the software system
  • Responsible for creating invoices
  • Reset Fingerprints for PT
  • Responsible for Linking of Accounts (FAO & Other) for billing
  • PT Session Adjustments within our software system
  • Zendesk Tickets from gyms or members
  • Responsible for completing special projects as assigned
  • Qualifications

  • Ability to handle challenging and complex customer issues with patience, tact and professionalism.
  • Able to multitask
  • Excellent decision making skills.
  • Advanced computer skills with both the MSOffice suite as well as company specific applications.
  • High School diploma required with some college classes preferred.
  • Experience required along with corporate customer servicing department experience preferred.
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