Customer Care Representative

About ABC Fitness

ABC Fitness is a leading global software provider serving fitness businesses of all sizes, supporting over 30,000 clubs, 650,000 coaches, and 40 million members worldwide. Handling more than $12 billion in payments annually, they deliver scalable, data-driven solutions to simplify gym management and enhance member engagement through products like ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. The company values innovation and community-building, aiming to transform the fitness industry with technology and insights.

Our Values

• Best Life: A culture founded on respect, trust, and inclusiveness where everyone can be authentic, fostering innovation through diverse perspectives.
• Growth Mindset: Continuous learning, mentorship, and professional development empower personal and career advancement.
• One Team: Collaborative, supportive, and celebratory environment where fast-paced work is balanced with fun and care.

Role Overview

The Customer Care Representative is primarily tasked with managing both inbound and outbound communications, including calls and mail, while delivering exceptional service to customers. This position directly influences the overall productivity of the call center.

Responsibilities

• Handle inbound calls and process mail from the designated queue.
• Assist clients and their members through various channels: inbound calls, emails, and live chat.
• Investigate member accounts to guarantee requests comply with club policies.
• Communicate with clients and members to request additional documentation when necessary.
• Maintain accurate, detailed records of all interactions.
• Achieve or surpass Key Performance Indicators (KPIs) such as adherence, call duration, and quality standards.
• Manage high call volumes in a dynamic, fast-paced environment.
• Work collaboratively with internal teams to address complex issues effectively.

Qualifications and Skills

• High school diploma or equivalent required.
• Previous remote work experience considered advantageous.
• Clear and professional communication skills, both verbal and written.
• Capable of multitasking efficiently in a high-pressure, high-volume setting.
• Strong detail orientation and problem-solving ability.
• Competent in managing difficult conversations and de-escalating conflicts.
• Proficient in Microsoft Office suite (Word, Excel, Outlook) and quick to learn new systems.
• Flexible to work scheduled shifts, including evenings and possible weekend or holiday coverage as business demands.
• Commitment to consistent attendance and participation during a structured training period.
• Ability to meet performance goals related to quality, productivity, and schedule adherence.
• Reliable internet connection and a dedicated home workspace suitable for remote work.

Preferred Experience

• Bilingual abilities are a plus.
• 1-2 years of prior customer service experience is preferred.

Compensation and Benefits

Salary for this role will be determined by multiple factors including experience, qualifications, skills, geographic location, and market conditions. The anticipated salary range is competitive to industry standards. Eligible employees may have access to additional compensation such as bonuses, commissions, equity options, or other incentives as applicable. Benefits and compensation packages may vary by location and are subject to legal and business requirements.

• Value-driven culture emphasizing Best Life, One Team, and Growth Mindset.
• Flexible paid time off with an open PTO policy.
• Quarterly global "Days of Disconnect" providing collective time off.
• Parental and pet-related leave options to support growing families and pets.
• Quarterly fitness reimbursement as part of the "Best Life" benefit.
• Medical, dental, and vision insurance coverage.
• Employee Assistance Program ensuring support when needed.
• Subscription to the premium version of the Calm App for employees and dependents over age 16.
• Additional numerous benefits beyond those listed.

Diversity and Inclusion

ABC Fitness is dedicated to fostering an equitable and inclusive work environment. The company prioritizes diversity, equality, and belonging as fundamental to its culture and business success, encouraging applicants of varied backgrounds to apply regardless of whether all qualifications are met.