[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Hot 8 Yoga is a premier hot yoga studio with locations across California and New York City, dedicated to creating a community focused on wellness. They are seeking a passionate Customer Service Representative to join their Customer Care Team, responsible for member retention, account management, and providing exceptional service to ensure client satisfaction.

Responsibilities

• Serve as the primary point of contact for members seeking account changes, freezes, or cancellations, utilizing expert communication skills to retain members and reduce attrition
• Provide top-tier customer service over the phone and email to proactively address member concerns and ensure long-term satisfaction
• Maintain a current understanding of all membership policies and promotions to offer optimal solutions to clients
• Achieve goals for membership upgrades, reactivations, and package sales driven by remote outreach and inbound calls/emails
• Identify opportunities to improve the client experience through special offerings or membership enhancements
• Process all sales accurately through the Mindbody (MBO) point-of-sale system
• Handle all incoming calls and emails efficiently, ensuring rapid and accurate resolution
• Consistently provide empathetic and professional communication that reinforces the positive community aspect of Hot 8 Yoga
• Handle all client concerns with grace using the B.R.E.A.T.H. method: Be Present, Remain Calm, Empathize, Act, Thank, and Help To Explain
• Answer the phone enthusiastically and be prepared to meet clients with understanding, providing their situation, and taking action
• Manage and prioritize client inquiries via the [email protected] email and other digital support channels
• Manage client accounts in MBO, including processing purchases, managing membership changes (freezes, terminations), and addressing account status icons (e.g., 'Delinquent Accounts,' 'NO ACCESS,' 'DECLINED MEMBER')
• Complete Shift Notes daily with a recap of the shift, detailing call/email volume, retention successes, membership changes processed, and sales opportunities
• Maintain a professional demeanor while working, communicate respectfully, and clock in/out on time using Rippling

Skills

• Passionate about wellness and customer service
• High-energy individual
• Expert communication skills
• Ability to retain members and reduce attrition
• Current understanding of membership policies and promotions
• Experience in achieving sales goals for membership upgrades and reactivations
• Ability to process sales accurately through the Mindbody (MBO) point-of-sale system
• Efficient handling of incoming calls and emails
• Empathetic and professional communication skills
• Ability to manage client accounts in MBO
• Ability to complete daily Shift Notes with detailed recaps
• Professional demeanor and respectful communication
• Timeliness in clocking in/out using Rippling

Benefits

• Commission

Company Overview