Member Services Rep

About the Role

NASM, a division of Ascend Learning, is hiring a Member Service Representative reporting to the Member Service Manager. The Member Service Representative will have responsibility for engaging with NASM and AFAA members in a contact center environment to provide post-sales support.

Where You'll Work

This position will hybrid out of our Gilbert, AZ office. Remote candidates will be considered.

How You'll Spend Your Time

• Provide accurate, friendly, and responsive service to NASM and AFAA members that meet or exceed Service Level Agreements.
• Resolve incoming member requests and inquires via telephone, email, and/or social media.
• Provide light technical support for members including UN/PW resets, browser/operating compatibility evaluation and courseware tutorials.
• Process in-policy member requests for cancellations and retests, and make resolution-oriented and fair recommendations for out-of-policy requests.
• Fully document inquiries and resolutions.
• Identify and report unusual inquiry trends.

What You'll Need

• Minimum of 2 years of customer service.
• High school graduate or equivalent.
• Friendly and resolution focused interpersonal skills.
• Articulate verbal and written communication skills.
• Experience navigating various business systems to support customer inquiries.
• Problem solving skills.
• Interest in fitness and training preferred.
• Certified Personal Training (CPT certification) highly desired.

Pay

The current full-time annualized hiring range for this role is $34,500.00-$49,280.00 and does not include discretionary bonus or sales incentives, if applicable. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.

Benefits

• Health, dental, and vision insurance
• Company paid Life Insurance
• 401(k) with company match
• Paid time off and parental leave
• Employee assistance program
• Other employee wellness programs such as Headspace and Airvet
• Charitable matching program