Title: Bilingual Collections Representative

Reports to: Call Center Manager

Position Summary:

Fitness Connection is seeking Call Center Representatives that will provide excellent customer service to all Fitness Connection members and guests while assisting the company in meeting or exceeding company and personal revenue goals.

Duties & Responsibilities:

Make required number of outbound calls to Fitness Connection members to collect past due balances while maintaining a positive professional and multitasking attitude

Answer inbound calls from Fitness Connection members and guests regarding billing, agreements, payment options and customer service

Aid Fitness Connection members needing assistance with policies and procedures

Maximize phone availability to ensure that clients experience minimal hold times in queue

Log all calls appropriately with details regarding member interactions

Deliver the highest level of customer service to all callers

Meet/exceed individual performance benchmarks

Assist the call center to meet/exceed team performance benchmarks

Provide general information about Fitness Connection and all Fitness Connection facilities

Resolve customer inquiries/concerns quickly and efficiently while upholding Fitness Connection policies and procedures

Handle any/all follow-up tasks such as mailing, e-mailing, and follow up information, faxing emailing etc. in a timely fashion

Other duties as assigned

Physical Demands:

Position duties require sitting for long periods of time, daily walking, lifting, bending, squatting and reaching.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

1 to 3 years of customer service experience and collections experience

Bilingual English/Spanish

Must have a positive attitude and must be able to motivate staff in a positive manner and promote team spirit.

Basic office skills, telephone/office machine/computer knowledge

Strong customer service skills

Possess strong motivational, communication, team building and training skills.

Must be self-motivated and have strong organizational & management skills.

Excellent verbal and written communication.

Must have the ability to handle challenging customer issues with patience, tact, and professionalism.

Must have a high level of professionalism, honesty, integrity, and work ethic.

Exhibit willingness to work flexible hours.

Ability to complete multiple tasks

Other duties as assigned