Customer Success Manager

Job Description

We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Success Associate. In this role, you will be responsible for ensuring our members have a positive and successful experience at our gym. You will be the first point of contact for any member inquiries, concerns, or feedback and will work closely with our management team to address and resolve any issues.

Responsibilities

• Greet and check-in members as they enter the gym, providing a warm and welcoming atmosphere
• Answer phone calls and respond to emails from members, addressing any inquiries or concerns in a timely and professional manner
• Conduct gym tours for potential new members, highlighting our facilities and services
• Monitor member activity and enforce gym policies and procedures to ensure a safe and comfortable workout environment
• Proactively reach out to members to ensure they are satisfied with their experience and address any issues or concerns they may have
• Collaborate with the management team to develop and implement strategies to improve member retention and satisfaction
• Attend and participate in team meetings and training sessions to stay updated on company policies, procedures, and promotions
• Perform other duties as assigned by the management team

Qualifications

• High school diploma or equivalent; college degree preferred
• 1-2 years of customer service experience, preferably in a fitness or retail setting
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Ability to multitask and prioritize tasks in a fast-paced environment
• Passion for health and fitness and a desire to help others achieve their fitness goals
• Availability to work flexible hours, including evenings and weekends

Additional Qualifications

• Minimum of 2 years of customer service experience
• Exceptional written and verbal communication skills
• Proficiency in email composition and cold calling
• Strong interpersonal skills to effectively engage with customers
• Ability to empathize with customers, understand their needs, and offer appropriate solutions
• Analytical mindset and problem-solving capabilities to address customer issues effectively
• Effective time management skills to handle multiple customer inquiries concurrently
• Collaborative mindset to work effectively with various teams, including sales, marketing, and product development
• Attention to detail in recording customer interactions accurately
• Willingness to stay informed about industry trends, product knowledge, and best practices in customer service
• Ability to liaise with fitness trainers, instructors, and other staff members to provide comprehensive customer support
• Positive and energetic demeanor to inspire and motivate both customers and colleagues
• Customer Service Associate
• The Customer Success Associate is responsible for delivering an outstanding customer experience to both members and guests of the fitness club

Duties and Responsibilities

• Maintain professional and excellent customer support to ensure customer satisfaction
• Manage various communication channels, including phone calls, chats, and emails
• Interact with customers to solve inquiries and questions about gym membership renewal, freezing & cancellation
• Listen attentively to customer concerns, striving to identify the root cause of their issues
• Determine the appropriate response and strategy to resolve customer problems promptly
• Maintain an overall positive and friendly environment for clients & prospects at all times
• Facilitate cancel-save process and apply retention strategies to manage member net movement
• Participate in team meetings and training sessions as required
• Assist with special events or promotions as needed
• Develop and maintain positive relationships with customers to enhance their overall club experience
• Promote services to potential customers, demonstrating how they personally benefit from them
• Implements strategies and processes that deliver consistent customer satisfaction and retention
• Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation
• Utilizes extensive product knowledge, problem-solving skills and training to enhance customer engagements and achieve successful outcomes
• Coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers
• Delivers customer feedback as a voice of the customers to internal teams identifying customer needs, ideas, and challenges
• Advocates for solutions, service improvements, and other actions to meet the needs of customers

Job Type: Full-time

Benefits

• Additional leave
• Company Christmas gift
• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Application Question(s)

• Rate e-mail writing and cold calling skills (0 as the lowest, 10 highest)

Experience

• Customer service: 2 years (Required)

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