· Answer inbound calls promptly and professionally, addressing customer inquiries, concerns, and requests with accuracy and empathy.· Make outbound calls to follow up on customer inquiries, resolve issues, or provide additional information as needed.· Provide accurate and timely information to customers regarding products, services, and promotions.· Document all interactions with customers accurately and thoroughly in the designated CRM system.· Assist in membership sales inquiries through any channel (website, social media, phone, etc.)· Book all member appointments for the preferred club in the designated CRM system.· Manage membership renewals and offer upgrade and upsell options to customers.· Regularly do member service calls to ensure service quality and ensure resolution of queries within their scope.· Collaborate with other team members and departments to resolve complex customer issues and escalate unresolved matters to the appropriate level of management.· Meet or exceed individual and team performance targets, including membership sales and renewals, call quality, productivity, and customer satisfaction metrics.· Continuously strive to improve knowledge of products, services, and procedures through ongoing training and development initiatives.
Adhere to company policies, procedures, and compliance requirements at all times.
Qualifications· Answer inbound calls promptly and professionally, addressing customer inquiries, concerns, and requests with accuracy and empathy.· Make outbound calls to follow up on customer inquiries, resolve issues, or provide additional information as needed.· Provide accurate and timely information to customers regarding products, services, and promotions.· Document all interactions with customers accurately and thoroughly in the designated CRM system.· Assist in membership sales inquiries through any channel (website, social media, phone, etc.)· Book all member appointments for the preferred club in the designated CRM system.· Manage membership renewals and offer upgrade and upsell options to customers.· Regularly do member service calls to ensure service quality and ensure resolution of queries within their scope.· Collaborate with other team members and departments to resolve complex customer issues and escalate unresolved matters to the appropriate level of management.· Meet or exceed individual and team performance targets, including membership sales and renewals, call quality, productivity, and customer satisfaction metrics.· Continuously strive to improve knowledge of products, services, and procedures through ongoing training and development initiatives.Adhere to company policies, procedures, and compliance requirements at all times.
