Customer Care Specialist

Level

Job Location

Job Title: Customer Care Specialist

Direct Supervisor: Regional Sales Manager

Status: Hourly non-exempt

Location: 90049

COMPANY DESCRIPTION

West Coast Fitness

West Coast Fitness is a leading franchisee of Orangetheory® Fitness with 50+ studios in Los Angeles, San Francisco’s Bay area, Sacramento, and Ohio. Our mission is to lead, support, and inspire the Orange Passion. We do this by focusing on our amazing and talented team and emphasizing the 3 Cs of Success - Clarity, Communication, and Collaboration. We strive to grow future leaders with an atmosphere of inclusivity, enthusiasm, and empathy. Established in Los Angeles, CA, in 2014, WCF prides itself on building teams that break records, innovate with intention, and continue to expand our reach – many of our original teams are still with us today!

Orangetheory® Fitness

Led by highly skilled coaches, each Orangetheory workout incorporates endurance, strength, and power elements through a variety of equipment including treadmills, rowing machines, TRX Suspension Training®, free weights, and more. As a heart-rate-based total-body group workout, OTF combines science, coaching, and technology to guarantee maximum results from the inside out. The result is more energy, visible toning, and a supercharged metabolism for MORE caloric afterburn, MORE results, and MORE confidence, all to deliver you MORE LIFE.

JOB DESCRIPTION

The Customer Care Specialist (CCS) plays a vital role in our growing network of 50+ studios nationwide. Currently, the CCS works as a part of our Studio Support Hub, based from our headquarters office in Brentwood, Los Angeles, CA. This critical position must have a solid understanding of sales, customer service, critical thinking, operational excellence, and a strong personal drive and ambition. Reporting to our Regional Sales Manager, each CCS spends their shift responding to member inquiries, assisting with networkwide studio correspondence, and reaching out to prospective members. Their goal is to book new client appointments, increase the efficiency of studio communications, and enhance studio and company culture by upholding the highest standards of operation.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Phone, text, and email communications, including sales
• High-volume customer outreach
• Respond to lead and member requests, inquiries, and concerns promptly and efficiently
• Maintain accurate records using established WCF & OTF systems
• Maintain an organized and clean work environment
• Attend and participate in all relative OTF training programs
• Create daily scope of work + strategy
• MBO operations and processing of all account changes
• All Microsoft PC and web-based tool operations and processing of all account changes

QUALIFICATIONS

• Education: High school degree or equivalent required; Bachelor’s or Associate’s degree a plus

• Knowledge + Experience: Previous Orangetheory or other group fitness experience preferred; minimum 1 year of call center or high-volume communications experience a plus; minimum of 1 year of customer service or hospitality experience required; minimum 1 year of sales experience preferred
• Soft Skills: Excellent customer service skills; ability to handle high-volume of calls; strong verbal and written communication skills, including typing; functional computer skills required (Microsoft Office Suite); MindBody Online skills a plus; ability to multitask and find success in a busy environment; self-motivated and successful as a part of a supportive feedback team; flexibility to work weekdays (including early mornings), weekends, and holidays

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting and/or standing at a desk
• Extended hours in front of a computer screen

BENEFITS

• Make a Living: Competitive hourly wage; medical, dental, and vision Insurance; FSA/HSA; 401k, parental leave, PTO (full-time hours required for full benefits package offerings)
• Live Even Better: Free access to all Orangetheory classes at any studio networkwide; deep discounts on all OTF retail and technology (see now at shoporangetheory.com); opportunities for career growth
• That Office Life: Ergonomic office desk and chair for better body function and comfort; once-a-week staff workout and lunch provided; community kitchen with stocked snacks, drinks, and coffee station; casual business/athleisure dress, no suit and tie!

AAP/EEO Statement: Our Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time, Part-time, On-site

Pay: $21/hour