Key skills
Sales
About this role
Role Overview
- Manage inbound and outbound guest interactions across email, text, chat, and phone with professionalism and composure.
- Support higher-value bookings and nuanced membership conversations, including account changes and retention discussions.
- Independently handle complex guest scenarios and escalations with sound judgment.
- Resolve routine guest issues using documented processes while identifying opportunities to improve outcomes.
- Consistently meet or exceed performance metrics related to quality, productivity, and service-level expectations.
- Provide peer support and informal coaching to Specialist I team members, reinforcing best practices and standards.
- Demonstrate strong autonomy in decision-making while maintaining alignment with company policies and brand standards.
Requirements
- Must be at least 18 years of age and possess a high school diploma or equivalent.
- Bilingual in English and Spanish (spoken and written) required.
- Availability to work a flexible schedule, including shifts between 9:00 AM – 9:00 PM EST with evening and/or weekend coverage required.
- Prior experience in customer service or business processing environments required.
- Demonstrated success in sales, retention, or conversion-driven performance with the ability to meet or exceed performance metrics.
- A private, distraction-free workspace with reliable high-speed internet and consistent availability and focus during scheduled working hours.
- Successful completion of a background check required.
- Ability to remain stationary at a desk and work on a computer for extended periods while communicating effectively via phone and Microsoft Teams.
Benefits
- medical, dental, and vision coverage
- 401(k) plan with company matching