Live Chat Agent

## Job Title Live Chat Agent ## Company Overview Flex Fitness is a dynamic and growing fitness company dedicated to helping people achieve their health and wellness goals. We pride ourselves on delivering exceptional member experiences through friendly, responsive support and seamless operations. Join our team and contribute to a fast-paced environment where empathy, clarity, and reliability matter. ## Role Summary We are seeking a proactive Live Chat Agent to provide real-time support to members and prospects via our live chat platform. You will respond to inquiries, troubleshoot issues, and connect customers with the right resources. This role is ideal for someone who excels in a fast-moving environment, communicates clearly, and prioritizes member satisfaction. ## Key Responsibilities - Respond to live chat inquiries with timely, accurate, and friendly service - Troubleshoot member questions related to memberships, class schedules, billing, and account access - Escalate complex issues to the appropriate team and track resolution progress - Document interactions in the CRM or support ticketing system with clear notes - Proactively offer solutions, upsell relevant services, and capture customer feedback - Maintain a positive, professional tone that aligns with Flex Fitness brand - Collaborate with teammates to improve chat workflows and reduce resolution times - Identify trends in frequently asked questions and suggest knowledge base improvements ## Qualifications - Proven experience in live chat support, customer service, or a similar role - Excellent written communication skills with a friendly, professional demeanor - Strong problem-solving abilities and proactive, solutions-focused mindset - Ability to multitask and manage time effectively in a fast-paced setting - Basic knowledge of membership systems, billing processes, and CRM/ticketing tools - Comfortable handling sensitive information and maintaining confidentiality - Availability to work during peak hours as needed ## Work Environment - Customer-facing support role within a collaborative, member-centric fitness environment - Hybrid or on-site options depending on team needs, with a focus on supportive teamwork - Fast-paced daily responsibilities with opportunities to improve processes and KPIs ## Schedule and Compensation - Competitive hourly rate with performance-based incentives - Regular daytime and peak-period hours, with potential for flexible shifts - Benefits eligibility and paid time off in line with tenure and role ## What We Value - Exceptional member focus and a genuine desire to help - Clear, courteous communication and a positive attitude - Ownership of your work and accountability for outcomes - A collaborative spirit, willingness to learn, and adaptability ## How This Role Contributes to Flex Fitness Live Chat Agents are the frontline ambassadors for member experience, turning questions into clarity and challenges into solutions. Your responsiveness and empathy help members feel supported, informed, and motivated to achieve their fitness goals, driving satisfaction and loyalty across the Flex Fitness community.