Note: The job is a remote job and is open to candidates in USA. Jonas Software provides enterprise management software solutions across multiple vertical markets, including fitness and leisure. The Customer Services Representative I serves as a first point of contact for members and fitness clubs, handling billing, contract, payment, cancellation, and membership-support inquiries. The role also provides software support, documents client interactions, manages call queues, and meets customer service and performance objectives.
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
Skills
- 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
- High School Diploma/Some college preferred
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