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Customer Call Center- Member Support Representative

MVP Sports Clubs

This is a Full-time position in Kentwood, MI posted June 8, 2021.

Position Title: MEMBER SUPPORT REPRESENTATIVEDepartment: MEMBER SUPPORT CENTERReports To: SALES ANALYTIC MANAGERWHO WE ARE: MVP Sports Clubs represents quality and success in health and recreation in all facets of the community. We believe that strategically placed facilities, combined with a strong brand of quality and customer service allows us to be industry leaders.ROLE SUMMARY: As the premier brand of health and recreation, MVP is looking for an energetic, self-motivator to join our Members Support Center that will service our 8 Athletic Clubs. This individual will be responsible for answering phone calls and providing a large, diversified clientele with outstanding customer service by answering questions and finding solutions.RESPONSIBILITIES* Answer member and guest inquiries by clarifying desired information and researching, locating, and providing information and solutions.* Develop and maintain a complete working knowledge of the entire operation; keep current on all programming, events, and functions at the facility.* Develop thorough understanding of online account process and be able to assist members and guests with online account set up, log in, and troubleshooting.* Assist members and guests with account billing questions (ie transaction listings, credit card updates).* Responsible for sufficient prospecting to assure achievement of sales and fitness goals, including outbound calling and follow-up.* Assist members and guests with registering for our programs online.* Field phone calls, chat sessions, and email inquiries regarding MVP Health Point program.* Field and process incoming manual Health Point requests.* Ability to provide superior customer service in a timely, professional, and courteous manner.* Follow up with customers within 24 hours as necessary.* Effectively communicate members’ concerns, comments, and questions to appropriate Manager.* Look for ways to make processes more efficient for team members and club members/guests.* Perform all job functions at an exceptional level while adhering to areas of accountability.* Document and log all calls and call subject matter.* Maintain a neat and professional personal appearance, by wearing the MVP Sports Clubs uniform (see uniform matrix) and name badge.* Other duties as assigned.REQUIREMENTS* High school diploma or equivalent or relevant work experience.* Excellent verbal and personal communication skills, confident, outgoing, and professional.* Excellent listening skills.* Excellent organizational skills and focus on attention to detail.* Ability to handle multiple tasks and functions while maintaining a low personal stress level.* Proven track record of accountability and integrity.* Minimum 6 months prior customer service experience in high volume service industry.* Experience with telecommunications.* Must be able to work a minimum of 20 hours.* Must be able to work extra hours, weekends, and holidays.Physical Requirements: Bend, stoop, crouch, climb, stand, sit and turn/pivot; Lift/lower, push, pull and carry up to 40 lbs; perform office tasks using simple hand grasping, fine hand manipulation and reach associated with assigned tasks such as paperwork, typing, and/or word processing, filing, calculating and use of telephone; See, hear, and speak with sufficient capability to perform assigned tasks and maintain proper job safety conditions.