[Hiring] Customer Services Representative I @Jonas Software

Role Description

The Member Services Representative reports to the MBS Member Services Supervisor. The Member Services Representative is the first point of contact for our client’s members. They will assist members with:

• Billing questions
• Cancellation requests
• Freeze requests

They will need to refer to the policies and guidelines for each individual client. Responsibilities include:

• Contacting members to notify them of past due balances and attempting to obtain payment
• Updating billing information
• Saving members from cancelling
• Meeting individual goals including adherence, quality, and average talk time

The Member Services Representative should demonstrate:

• Good decision quality
• Patience and attentiveness
• Composure in stressful situations
• Customer focus
• Effective time management

Qualifications

• High School Diploma/Some college preferred
• Previous help desk experience with familiarity of call center performance metrics
• Ability to work in high call volume
• Strong written and verbal communication skills
• Effective complaint handling & case resolution experience
• Able to apply customer service and analytical skills in a call center environment
• Effective time management and schedule adherence skills
• Good understanding and experience with MS Office and other desktop software applications
• Able to perform effectively in a fast-paced, high-volume call center environment
• Detailed troubleshooting, problem solving and root-cause analysis skills
• Strong work ethic and attention to detail with excellent documentation and client follow-up

Requirements

• Answer inbound calls/emails from clients regarding billing, contract and payment options for fitness clubs
• Serve as Point-of-Contact [POC] for strategic fitness clubs requiring customer service support
• Work closely with fitness club owners, internal and external customers, and stakeholders
• Provide telephone and consultation to clients needing assistance with policies and guidelines
• Use knowledge bases to retain quick guides for club support
• Monitor wallboards and log-in to clear the phone queues
• Maximize phone availability to ensure minimal hold-times
• Log all calls and capture relevant details regarding client interactions
• Provide outstanding software support to clients
• Meet/exceed individual performance benchmarks
• Work on special projects as assigned by management

Company Description

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including:

• Hospitality
• Healthcare
• Construction
• Education
• Personal care
• Fitness
• Leisure
• Moving
• Legal services

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.”

Jonas Software supports over 60,000 customers in more than 30 countries and employs over 6,000 skilled professionals.