Customer Service Representative

Hot 8 Yoga Customer Care Team8

Hot 8 Yoga is looking for passionate, high-energy individuals to join our Customer Care Team (TEAM8). As a TEAM8 member, you are critical to protecting our brand reputation, upholding our Credo: Hottest. Cleanest. Most Connected, and achieving our collective purpose: to grow the H8Y community and reduce attrition through exceptional service.

This role requires a dedicated focus on our three core priorities, with an emphasis on remote support and membership retention.

Core Priorities: Customer Care TEAM8 Top 3

1. ATTRITION REDUCTION & RETENTION
2. • 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.
3. MEMBERSHIP SALES & UPGRADES
4. • 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.
5. SERVICE EXCELLENCE & COMMUNICATION
6. • 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.

Essential Duties and Responsibilities

• Customer Service & Issue Resolution: 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.
• Communication:
• • 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.
• Client Management (MBO): 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').
• Administration: Complete Shift Notes daily with a recap of the shift, detailing call/email volume, retention successes, membership changes processed, and sales opportunities.
• Professionalism: Maintain a professional demeanor while working, communicate respectfully, and clock in/out on time using Rippling.

$18.05/hr + commission