Customer Service

Iron Built Gym and Blackout Personal Training are seeking a Virtual Customer Service Representative to join our team. This person will play a key role in delivering exceptional service to our members by assisting with onboarding, managing accounts, and handling all customer inquiries. The ideal candidate is a self starter, EXTREMELY organized, detail-oriented, and passionate about fitness and community engagement.

Key Responsibilities:

Member Onboarding: Guide new members through the sign-up process, ensuring they understand membership benefits, policies, and available programs.

Account Management: Handle membership updates, renewals, cancellations, and payment processing to ensure accounts are accurate and up to date.

Customer Support: Respond promptly (within 6 hours) to inquiries via email, phone, and chat, resolving issues related to memberships, billing, and scheduling.

Retention & Engagement: Proactively check in with members to ensure satisfaction, offer solutions to concerns, and encourage participation in gym programs and events.

Administrative Support: Maintain accurate member records, process paperwork, and assist with reporting as needed.

Sales Assistance: Provide information about promotions, training programs, and memberships to potential clients, helping convert leads into members.

Issue Resolution: Troubleshoot common customer concerns and escalate more complex issues to the appropriate department.

Qualifications:

3-5 years Prior experience in customer service, preferably in the fitness or wellness industry.

Strong communication skills with a friendly and professional demeanor.

Ability to work independently and manage time effectively.

Tech-savvy with experience using MS EXCEL, CRM software, payment processing platforms, and customer support tools.

Passion for health, fitness, and community engagement is a plus.

Availability to work flexible hours, including evenings as needed. This role is EST 5am-noon EST Monday-Friday

What We Offer:

A remote work environment with flexible scheduling.

Competitive compensation based on experience.

Opportunities to grow within the company.

A supportive team dedicated to helping members achieve their fitness goals.