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Colectores/Servicio al Cliente Ponce

Collectors/Customer Service

Full time • Ponce
HCOA Fitness, a leader in the fitness industry in Puerto Rico, is looking for motivated, hardworking, and fitness-minded individuals to be part of our team.  We are the largest chain of gyms on the island with 13 gyms, providing the best in machinery, group classes and personal training.

JOB DESCRIPTION
The Gym Collector position reports directly to the Club Manager.  It will aim to achieve the collection and retention goals established for the assigned club.

DUTIES AND RESPONSIBILITIES

Customer Service / Retention
 
  • Support the manager with retention initiatives using available resources to effectively resolve service issues.
  • Resolve member complaints or concerns in a satisfactory manner so that the customer feels at ease and wishes to continue their membership with HCOA.
  • Provide solutions to collection issues, process customer refunds, process and review account adjustments, and resolve any discrepancies.
  • Review with the client the terms of their membership to try to understand the reason for the delay.
  • Make notes in the system as evidence of the procedures or communications that have been had with the client.
  • Perform administrative tasks such as answering emails, writing reports, recording address changes, and changes to payment information.
  • Monitor and maintain assigned accounts: customer calls, account adjustments, balance cancellation, and credit processing.
  • Verify that there are no discrepancies in the transactions or service offered to the customer.
  • Work in conjunction with the office representative assigned to the club.
  • Maintain communication with the club manager about charges or situations that may arise in certain cases.
  • Handle inbound and outbound customer service calls that lead to some collection management.
  • Keep up to date the folders related to collections and customer retention.
  • Keep an agenda of promises of payments made by customers, make notes of this and follow up when appropriate.
  • Supervise that the cancellation process in the club is done correctly and ensure that the notes are written in the system.
  • Validate the amount of collections collected daily by the POS.
 
REQUIREMENTS
  • Bilingual English/Spanish
  • 1-3 years of experience in high-volume corporate collections
  • Knowledge of billing and collection procedures
  • Excellent customer service and phone skills
  • Excellent written and verbal communication skills
  • Ability to prioritize and manage multiple responsibilities
  • Able to work under pressure
  • High degree of initiative; highly motivated and dynamic person who can work independently or as part of a group
  • Flexible schedule – may include weekends
  • Reliable Transportation Method
  • Excellent customer service and phone skills

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.





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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity / Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Ofrecemos:

Salarios Competitivos
Oportunidad de Crecimiento
Membresías Gratuitas para ti y un familiar
Bono de Inicio $300
Bono de Referido $150