Customer Service Representative

Purpose Brands, the parent company of Anytime Fitness, LLC, Basecamp Fitness, LLC, The Bar Method, LLC, Waxing the City Worldwide, LLC, and Orangetheory Fitness, is seeking a Customer Service Representative to join its Healthy Contributions team. This is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture.

Overview

The Customer Service Representative will be part of our Customer Service team that will work with a variety of customers within the fitness and insurance industries throughout the country. This role will perform a variety of customer-driven duties in both a phone and email environment. With this position, you will coordinate fitness reimbursement timelines with multiple parties and ultimately expand the Healthy Contributions network.

As a Customer Service Representative, you will play a key role in ensuring customer satisfaction and contributing to the overall success of our customer service team. This role will work on special projects and collaborate with other departments to handle and resolve complex inquiries and complaints.

Purpose/Impact: (Duties & Essential Functions)

• Make regular outbound calls and respond promptly to inbound - phone calls and e-mails - to all our customers
• Train clubs to use our web-based portal to effectively and efficiently manage the programs they are enrolled in
• Educate and assist clubs in registering and providing ongoing support for a variety of insurance programs
• Provide support to clubs and members pertaining to payment inquires and technical troubleshooting
• Resolve escalated issues involving members or clubs
• Develop and maintain relationships with club owners, managers, and plan providers
• Manage payment processing activities between support teams and customers
• Approve assigned applications for new clubs that join the Healthy Contributions network
• Maintain and update information for clubs currently in the Healthy Contributions network
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions
• Collaborate with other departments to address complex customer issues
• Conduct training sessions for new and existing team members
• Identify areas for improvement and implement strategies to meet or exceed goals
• Create and manage Standard Operating Procedures (SOP’s) for the team
• Create and distribute weekly statistics
• Contribute to special projects as needed
  
  

Strengths

• Outstanding customer service skills and ability to relate to any type of internal or external customer on a regular basis
• Compassionate yet firm oral communication tone and skills
• Written communication skills – must be able to generate a clear and concise message using limited space
• Ability to work independently and exercise sound decisions
• Highly organized and able to manage multiple projects and tasks at once
• Ability to take initiative and works collaboratively
• Strong sense of adaptability with the openness and willingness to learn new information and take on new challenges as they arise.
  
  

Background

• Strong familiarity with Microsoft office. Specifically Excel, Word, and Outlook
• Previous practice with projects that have a specific start and end date
• This position requires to work with confidential information and to maintain and ensure the security of confidential data. Understanding the importance of data security and release of such data to authorized persons.
• This position requires organization and time management skills and the ability to work independently and confidently under minimal direction.
  
  

What’s In It For You

• The salary range for this position is $45k - $50k
• Medical, Dental and Vision Coverage
• Hybrid Work Environment
• Life and Disability Insurance
• Unlimited Time off + Paid Holidays
• Fridays off between Memorial Day and Labor Day
• 401(K) Savings Plan Matching at 4%
• Paid Parental Leave
• Coaching & Therapy Sessions
• Mental Health Benefits
• Brand Discounts & Reimbursements
• Professional Development Opportunities which includes Coaching