Customer Service Representative - Fitness

Role overview

American Specialty Health Incorporated is hiring a Customer Service Representative for its Fitness customer service team. This role exists to support members who use or are exploring ASH fitness programs, ensuring their questions and service needs are handled accurately and professionally.

Remote work expectations

This is a work-from-home role that will begin with remote training. The selected candidate must be able to work from a dedicated home workspace using company-supplied technology. A stable internet connection is required, with the ability to join video-based online meetings reliably. Minimum internet speed needed is 50 Mbps download and 10 Mbps upload; 100 Mbps download and 20 Mbps upload is recommended for better video quality.

Key duties

• Handle incoming calls from members, fitness clubs, and health plan contacts.
• Maintain strong knowledge of ASH fitness products and program offerings.
• Answer calls through the ASH phone system promptly, accurately, professionally, and courteously.
• Identify the reason for each call and log details in the correct system.
• Resolve member questions by following established policies and procedures.
• Gather required details, including co-pays or other payments when needed.
• Send cases to the Research Team when additional follow-up is necessary.
• Use available resources to investigate unusual or complex questions and escalate difficult matters to a supervisor.
• Close issues within required timelines and ensure timely follow-up on outstanding items.
• Attend meetings and contribute to team discussions that support collaboration across the department.
• Respond to requests from other ASH teams, including outreach to clubs and members when needed.
• Take on additional duties as assigned and follow company policies and standards.

Qualifications

• High school diploma or GED is required.
• At least 1 year of customer service experience is required.
• Experience in an inbound call center is preferred.
• Prior healthcare experience is preferred.
• Basic Microsoft Office skills are required.

Core competencies

• Ability to build respectful, cooperative working relationships.
• Strong customer service mindset for both internal and external stakeholders.
• Excellent listening, communication, and interpersonal skills.
• Good organization, prioritization, multitasking, and time management skills.
• Consistency in accuracy and productivity in a fast-changing, interruption-heavy environment.
• Strong problem-solving and analytical thinking abilities.
• Ability to handle sensitive information with strict confidentiality.

Physical and work environment requirements

The role is primarily sedentary and involves sitting for extended periods. The candidate must be able to see, speak, and hear effectively, communicate verbally and in writing, use a phone, keyboard, and mouse, travel within the home or workplace as needed, and lift up to 10 lbs. The position is performed in a work-from-home environment.

Equal opportunity statement

American Specialty Health is an equal opportunity and affirmative action employer. Employment decisions are made without regard to protected characteristics under applicable local, state, or federal law, including sex, pregnancy, gender identity or expression, race, color, religion, creed, national origin, citizenship, ancestry, disability, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or other legally protected bases.

Accommodation and pay transparency

Qualified applicants with disabilities or disabled veterans may request reasonable accommodation by contacting the Human Resources Department at (800) 848-3555 x6702. The company also states that employees and applicants may discuss or disclose their own pay or the pay of others as permitted by law, while certain employees with access to compensation data may be restricted from sharing that information except in specific legal circumstances.

Additional details

Role-related keywords referenced in the source include call center, inbound calls, customer service, and customerservice.