About The Job
The Call Center Representative is responsible for assisting members with outstanding balances, resolving account issues, recapturing cancelled memberships, and proactively addressing concerns to support member satisfaction and retention. The role emphasizes delivering a positive and professional experience that aligns with the Judgement Free Zone® philosophy. The ideal candidate is positive, detail-oriented, and skilled in communication and negotiation.
Job Details
- Employment Type: Full-Time Independent Contractor
- Department: Customer Service/Support
- Job Level: Intermediate
- Experience: 3 Years
- Qualification: High school diploma or equivalent; additional education in customer service, or finance, is a plus 2-3 years of experience in collections, customer service, or call center environments preferred Should be knowledgeable in CRM systems Strong communication, negotiation, and interpersonal skills Ability to de-escalate challenging conversations and remain calm under pressure Proficiency in computer systems and data entry Ability to multitask, prioritize tasks, and manage time effectively Bilingual proficiency in English and another language preferred ( not required) Comfortable speaking on the phone for extended periods
Required Skills
- General Skills: Customer Satisfaction, Public Speaking, Customer Relationship Management (CRM), Quality Assurance in Customer Service, Negotiation, Public Relations
- Soft Skills: Communication, Analytical Thinking, Accuracy, Sales Skills, Patience, Team Collaboration, Active Listening, Analytical Skills, Attention to Detail, Adaptability, Compassion, Confidentiality, Time Management
Responsibilities
- Payment Support & Member Outreach (35%)
- Contact members with overdue balances via phone to resolve outstanding payments
- Assist members with billing updates or completing payments using the mobile app
- Negotiate payment arrangements or schedules in alignment with company guidelines
- Account Management & Issue Resolution (30%)
- Provide accurate information on account balances, membership terms, and payment options
- Address member inquiries and concerns, offering solutions and promotions to avoid membership cancellations
- Escalate complex issues when necessary and document all interactions accurately
- Retention & Service Promotion (20%)
- Proactively upsell membership enhancements and add-on services
- Contact cancelled members to encourage reactivation and regain business
- dentify and reach out to cancelled members to recapture their business and restore memberships
- Meet or exceed collection goals while maintaining a positive and supportive approach to member interactions
- Collaboration & Compliance (15%)
- Partner with club staff and internal teams to resolve member needs efficiently
- Ensure compliance with company policies and the Fair Debt Collection Practices Act (FDCPA) and other regulations
- This is a call center-based position that may include evening or weekend shifts to support members across various time zones. The role involves extended periods of sitting and frequent outbound and inbound calls
Salary & Benefits
- Pay: Hourly, $ 3.00 – 4.00
- Benefits:
Working Hours
- Monday: 08:00 - 17:00
- Tuesday: 08:00 - 17:00
- Wednesday: 08:00 - 17:00
- Thursday: 08:00 - 17:00
- Friday: 08:00 - 17:00
Additional Requirements
- Tech Requirements: Windows
- Language: English
About The Company
1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.
