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

ATTRITION REDUCTION & RETENTION 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. MEMBERSHIP SALES & UPGRADES 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. SERVICE EXCELLENCE & COMMUNICATION 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: B e Present, R emain Calm, E mpathize, A ct, T hank, and H elp 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 info@hot8yoga.com 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