Member Services Representative

Jonas Fitness

May 03, 2017

Website :

jonasfitness.com

Location :

Webster, TX

Job Type :

Full Time

Company Description :

Jonas Fitness, Inc. was created from the acquisition of the software, clients, billing services and other assets of Club Solutions by Fiserv, Inc. We are a division of Jonas Software, Inc., a leading provider of enterprise management software and billing solutions to a variety of industries, including golf and private club, fitness, sports and leisure, attractions, foodservice, construction and many more.

Jonas Software is the valued technology partner of over 40,000 customers worldwide in more than 15 countries. Jonas employs over 1,500 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia, New Zealand and the Caribbean. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the TSX (CSU.TO).

At Jonas Fitness, our vision is to be the branded global leader in fitness software and billing services. We strive every day to be recognized by customers and industry stakeholders as a trusted provider of "Software for Life" and as an ambassador for technology, product innovation, quality, and customer service.
 

Job Description :

Our call center hours are Mon – Fri 7AM – 8:05PM and Saturday’s 9AM – 2PM. Generally, a Saturday shift is not required but is available if the agents would like to work OT. All new hires will start off working the 11-8PM schedule with schedule changes potentially occurring every quarter due to shift bids. The pay rate for our call center rep is $13.00.

JOB RESPONSIBILITIES: 

  • Answer inbound calls/emails from clients regarding billing, contract and payment options
  • Serve as Point-of-Contact [POC] for strategic fitness clubs who require customer service support with Jonas Fitness Solutions clients
  • Work closely with fitness club owners, internal and external customers, and stakeholders to ensure client needs are being addressed and their memberships are secure
  • Provide telephone and consultation to clients needing assistance with policies and guidelines
  • Use SharePoint and other knowledge bases to retain Quick Guides for club support
  • Maximize phone availability to ensure that clients experience minimal hold-times in the queue
  • Log all calls and capture relevant details regarding client interactions/services rendered by Member Services
  • Provide outstanding software support to clients and exceed customer service standards
  • Meet/exceed individual performance benchmarks as required by productivity scorecards; assist call center to achieve service-level objectives and key operational initiatives
  • Work on special projects as assigned by management

JOB QUALIFICATIONS:
  • High School Diploma/Some college preferred
  • Previous help desk experience with a general familiarity of call center performance metrics.
  • Ability to work in high call volume
  • Strong written and verbal communication skills with 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 with varying levels of stress and system issues that impact customers' experience
  • Detailed troubleshooting, problem solving and root-cause analysis skills
  • Strong work ethic and attention to detail with excellent documentation and client follow-up

Is This You?

IS THIS YOU?

To apply for this position, submit a resume to Human Resources at: 

jobs@gjonas.com

Please indicate job title in subject heading of email 

“An Equal Opportunity Employer”