Remote, United States
Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together!
Our Values
Best Life
We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact.
Growth Mindset
We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally.
One Team
From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive.
INTRODUCTION :
This position is directly responsible for handling the inbound and outbound calls while providing quality service to customers. This position is directly responsible for the overall productivity of the call center.
WHAT YOU’LL DO:
- Responsible for taking inbound calls directed from the queue; Typical inbound calls include but are not limited to: Assisting members with billing questions, cancellation and/or freezing member accounts and account delinquencies and disputes
- Responsible for performing outbound dialer/collection calls regarding delinquent accounts: Typical outbound calls include but are not limited to: Billing updates, providing cancellation or freeze services, resolving account delinquencies and disputes
- Responsible for noting each account with the call content
- Responsible for reviewing accounts and answering customer questions.
- Maintain individual standards: Meet minimum QA goal of 90%; Minimum schedule adherence of 92%; Maintain an average talk time of 315 seconds or less on member calls; Maintain an acceptable error percentage
- Maintain departmental standards
- Any other duties as assigned by Manager or management
- Regular and reliable attendance required
- Note: In addition to the essential duties and responsibilities listed above representatives will add the following skill levels: Mail Processor : Process incoming faxes, letters and e-mails from members; Research members accounts to ensure all mail received is as outlined by the club; Communicate with members when documentation is not correct. Client Services: Responsible for taking inbound Client Services calls directed from the queue. Recurring Services: Responsible for taking inbound Recurring Services calls directed from the queue; Process incoming faxes, letters and e-mails from members with a recurring service. Escalated Supervisor: Take calls from members who have requested to speak to a supervisor. Answer the phone as a supervisor and be empowered to make decisions to help resolve customer’s issues; Requires leadership nomination
WHAT YOU’LL NEED:
- High school diploma or equivalent
- Minimum typing speed of 30 words per minute
- Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn internal systems (e.g., AS400) and new tools (AI)
- Ability to communicate clearly and professionally, both verbally and in writing, with customers, clients, and internal teams
- Ability to manage multiple tasks and navigate systems effectively in a fast-paced, high-volume call center environment
- Demonstrated ability to review account information, resolve customer inquiries, and make sound decisions using established guidelines
- Basic math skills, including addition, multiplication, and division of whole numbers, decimals, and fractions
- Ability to meet established performance standards, including quality assurance, schedule adherence, and productivity metrics
- Flexibility and adaptability to changing processes, systems, and business needs
- Reliable attendance and ability to maintain a consistent work schedule
- Ability to work in a secure, quiet home environment with reliable high-speed internet that meets company requirements
- Ability to provide backup communication methods (e.g., phone) in the event of system outages
Physical & Work Environment Requirements
This role requires the ability to perform the essential functions of a call center position in a remote environment. With or without reasonable accommodation, the employee must be able to:
- Remain in a seated position for extended periods of time (typically 8–12 hours per shift, with scheduled breaks)
- Use a computer, including typing and viewing a monitor, for prolonged periods
- Communicate effectively via phone and computer systems for extended periods
- Occasionally stand, walk, and perform movements such as reaching, bending, or kneeling
- Lift and set up computer equipment weighing up to 20–25 pounds, as needed
The work environment typically includes a quiet to moderate noise level in a home office setting.
AND IT’S GREAT TO HAVE:
- Bi-lingual is a plus
- 1 to 2 years previous call center experience preferred
- Experience handling a high volume of inbound and outbound calls preferred
- Work-from-home experience beneficial
WHAT’S IN IT FOR YOU:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
At ABC Fitness, we don’t just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement.
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. For us, inclusion isn’t just the right thing to do—it’s a business imperative. Learn more at abcfitness.com
About ABC Fitness
ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and clients.
From personal trainers, boutique studios, and gyms, to international franchise health clubs, ABC Fitness will move your business forward through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's make your fitness vision a seamless reality, together. Learn more at abcfitness.com
#LI-REMOTE
