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Client Advisor: Customer Service & Sales


Position
Summary:
This position works closely with the President and CEO of a growing Pilates studio. This position requires strong customer service and sales skills and the ability to effectively communicate to all levels of the project team(s), customer(s) and other internal and external stakeholders, providing overall business management support in the areas of planning and analysis.

Essential Duties and Responsibilities:
o Required hours Monday - Thursday 3pm - 8pm (20 hours per week). Weekend hours may be required, on an as needed basis.
o Perform regular analysis of attendance and develop analysis and research to support.
o Develop and maintain customer retention models in support of existing and new clients.
o Prepare ad hoc analyses
o Upsell clients from pay-per-class options to membership contracts.
o Upsell drop-in clients to package/memberships.
o Contact clients with no return.
o Contact Members under utilizing their package.
o Handles client escalation cases.
o Deal with customer service issues in a timely and effective manner. Available for off hour contact, on a case-by-case
o Monitor retention performance and provide supporting analysis.
Follow-up with delinquent member accounts to acquire updated billing information.

Direct Reports:
o None
QUALIFICATIONS
Formal Education:
o Bachelor's Degree in Business, Communications, Sales or the equivalent is required. Minimum of three years' experience in customer service, sales or related field required.
Knowledge, Skills and Abilities Required:
o Proficient with all Microsoft Office suite, especially Excel
o Highly detail oriented and organized in work
o Excellent communication and interpersonal skills with a customer service focus
o Must have discretion with handling confidential or sensitive information
o Work well independently and as a member of a team
o Excellent written and verbal communication skills
o A general interest in fitness, a plus.

Part-time: 25 hours per week. Working remotely a possibility.

Salary: Please provide salary requirements


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