Customer Service Representative
Job Summary
The Customer Service Representative serves as the first point of contact for clients, balancing customer support, membership sales, and studio operations. The role focuses on delivering exceptional service, driving membership conversions, and maintaining a welcoming studio environment. You will actively engage with customers, manage accounts, and support brand events to ensure a seamless experience.
Responsibilities
- Manage client inquiries and accounts
- Drive membership sales and conversions
- Perform studio operations and maintenance
- Support event execution and social media content
Required Skills
- Customer service excellence
- Sales and lead management
- Strong communication skills
- Operational task management
- Social media content creation
Job Details
CUSTOMER SERVICE & ENGAGEMENT
- Be an expert on our class schedules, offerings, studio policies, and promotions.
- Proactively engage with clients to understand their needs and offer suitable membership options.
- Handle client account management, including package validity, extension requests, and upselling opportunities.
- Manage all client interactions across in-person, phone, email, and WhatsApp chat.
- Assist with class check-ins, bookings, and payment processing.
- Uphold the brand voice in all communications—confident, engaging, and fun.
ENGAGEMENT AND CONVERSIONS
- Follow up with leads provided by the Studio Manager to drive membership conversions.
- Track lead progress and report conversion rates to the Studio Manager.
- Communicate and sell active promotions to potential and existing customers.
- Support sales initiatives by providing key insights from customer interactions.
- Work with the Studio Manager to refine sales techniques and improve conversion rates.
- Assist in executing sales-driven marketing campaigns by sharing information and guiding customers.
STUDIO OPERATIONS & MAINTENANCE
- Complete opening and closing duties to ensure the studio is guest-ready.
- Maintain cleanliness and organization of the reception area, changing rooms, toilets, and practice rooms.
- Complete the daily grind list to ensure the studio meets operational standards.
- Restock essential items (towels, water, etc.) and report low stock to the Studio Manager.
- Assist Studio Managers in the monthly stock take.
- Report any maintenance issues for timely resolution.
- Assist in operational and admin duties as required.
ACTIVATION & BRAND SUPPORT
- Assist in event setup, check-ins, and front-line guest management.
- Create social media assets for events to enhance brand awareness.
- Capture live content during events for social media.
- Ensure all event guests have a premium experience.
BENEFITS
- Base Salary + sales commissions and incentive.
- Complimentary classes for yourself and up to 2 family members/friends.
- Basic health insurance coverage.
- 11 days of annual leave, plus +1 additional day per year of service (capped at 5 extra days).