Member Care Specialist I - Corp

We know IT, you’ve got IT, now Bring IT
The spirit of fun, family, and integrity is the hallmark of our employees and team members. California Family Fitness is committed to you. We know you have ideas; we know you have drive. BRING IT to a company that values these things and fosters them from the start! Our history is long and stable, but we’ve kept that entrepreneurial spirit that values your questions, your passion, and your ideas.
Voted the #1 Health Club 20 years in-a-row by Sacramento Magazine readers!
We are looking for Member Care Specialist I on a full-time basis based out of our Corporate office in Orangevale.
Apply to join our Family where we’ll value your talent, your ideas and your energy!
COVID-19 INFORMATION:
We appreciate the support and flexibility of all of our team members as we adjust to doing things a little differently to protect one another. While we work together to keep our clubs clean, we are rolling out temporary but necessary changes in club operations. To learn more about specific guidelines and safety precautions please visit our COVID information page here: https://www.californiafamilyfitness.com/covid-19-info
Availability:

• Full-time, 40+ hours a week
• Shifts vary within these times:
• Monday - Friday (8:00 AM – 5:00 PM)
• Monday - Friday (8:30 AM - 5:00 PM)

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Job Summary: *
Represents California Family Fitness through professionalism and the highest standards of customer service; serves members by guiding them through cancellation process, recommending alternatives to cancellation and ensuring that delinquent accounts are brought up to date by communicating directly with members through daily professional correspondence, and inbound/outbound telephone calls
Accountabilities:

• Meets and exceeds all daily and monthly productivity, calls-per-hour (CPH), call quality evaluations (CQE), membership saves, and all other metrics under stressful conditions caused by deadlines, expectations, and member verbal and written comments.
• Analyzes and documents reason for past due payments, reviewing terms of sales, service or credit contract with customer
• Consistently presents specific alternatives to cancellations by maintaining awareness of all club offerings and member packages
• Ensures current contact information for all calls, communications, mailings from and to members.
• Applies current “soft-sell” techniques and stays current in knowledge of high level customer service skills
• Files preparation of Bad Debt write-off accounts and regularly produces reports detailing cancellation rates, reason and other data as requested
• Tracks and Mails 30-60-90 day collection letters & credit card/EFT decline letters
• Maintains filing system for agency assigned accounts
• Educates members on basic cancellation policies, collects amounts due and negotiates settlements
• Ability to communicate effectively verbally and in writing
• Maintains accurate daily work log(s)
• Participates in regular cleaning and sterilizing of work and office areas as required
• Enforces and reports violations of physical distancing and any other health and safety ordinance, order, law or regulation to manager, safety committee member or Compliance
• Follows all health and safety requirements such as, but not limited to, physical distancing, regular surface cleaning, cough/sneeze etiquette, regular hand washing, and not coming to work when sick
• Promptly and thoroughly reviews all requested health and safety training provided, asking questions for any topic not clearly understood
• Work in a constant state of alertness and in a safe manner
• Maintains regular and predictable attendance
• Other duties as assigned

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Qualifications: *

• Must be at least 18 years of age
• HS Diploma or equivalent
• 2 years’ experience in high volume office environment or 1 year in CFF facility

Restrictions:

• I understand that if employed in a corporate position, I am ineligible to be considered for a non-management, club-level position.

Other Knowledge, Skills, and Abilities:

• Ability to work proactively on issues, maintain strict confidentiality, and communicate effectively with employees
• Proficiency in MS Office and superior written communication skills

Check out the benefits of working at California Family Fitness by clicking the link below:
https://cdn2.hubspot.net/hubfs/338227/HR_Recruiting/18257_HR_EmployeeBenefits_Package.pdf
We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Job Type: Full-time