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Gym Launch Management LLC

ALAN Live Chat Operator

Product Development · Virtual, Texas
Department Product Development
Employment Type Contractor

 

ALAN Live Chat Operator

DO YOU LOVE TO?

  • Get s*%t done, fast. Seriously.
  • Consistently grow into your potential both personally and professionally.
  • Be part of a tight-knit high-performing team of like-minded people that push you to be your best.
  • Have a massive impact on a fast-growing company and thousands of other businesses (gymz)
  • Be the same person at work that you are at home (no fake small talk here ?)
  • Be given massive responsibility but ALSO massive freedom
  • Be appreciated for constantly going above and beyond and being a rockstar

If you’re yelling at your computer screen,

“That’s ME!” — keep reading…

WHO WE ARE:

Hi! We are Gym Launch, a B2B fitness consulting company based in Austin, TX on a mission to take the brick & mortar gym industry from its knees back to its feet. Since May of 2017, we have gone from servicing ZERO gyms to over 1400. ???

....soooo be prepared to move fast ? and buckle up. It’s gonna be a fun ride. 

At Gym Launch we believe that the traditional 9-to-5 job is sooo last century and should be obsolete like VHS tapes. #bekindrewind. The world is different now. We need things like:

  • Flexibility
  • Culture
  • Growth
  • Freedom

These aren’t fancy perks that you should only get by working in that weird metallic-valley area in Northern California. No, these are the new #netflix. At Gym Launch, you are NOT accepting a “job”. Jobs are lame and boring. You’re accepting something so much more. You’re accepting to join us in our mission to empower gym owners everywhere.

You’re helping us set a new standard of excellence and delivery in the gym industry – every single thing you do on our team brings us closer to that goal. Work, we believe, needs to be fun, challenging and something that makes you so excited that you jump out of bed each morning. We believe in work-life INTEGRATION. 

OUR TEAM:

We currently have 45 completely virtual employees, all the way from the beautiful California west coast to the streets of downtown New York. However, our founders are located in Austin, Texas where a handful of others have chosen to join them. Our team members are all driven by their shared desire for impact, excellence & continuous growth.

OUR CULTURE:

Culture in the workplace is not about the free snacks, nap rooms, and happy hours. None of that matters if the CORE of the company's culture doesn’t inspire GREATNESS. Culture is about how we show up day after day, how we behave and treat one another in and outside of work. It’s about our shared values and how we communicate those values to each other and our clients. Regular two-way feedback, collaboration, transparency across departments and with our clients isn’t something we thought would sound good. It’s what we BELIEVE in and what we PRACTICE.

Strong culture inside the business equates to strong culture outside the business (with our clients) which is probably why we have grown so quickly ?

 

ROLE

The ALAN Live Chat Operator is someone who is going to promptly and kindly answer

all questions and concerns of our client’s leads in an ultimate effort to get that individual to schedule a time for an orientation and show up to that appointment. The position will require constant monitoring and communication using our computer-based texting platform. This role is responsible for acting as a relay between end clients and the individuals/companies we provide service to. This person must keep up to date on the latest content that is to be released to our clients, as well as stay on top of current trends in our industry to ensure the most efficient nurturing of the leads. This person will be evaluated on their Customer Service skills, technical knowledge of all current products, and the ability to effectively nurture leads. This person is also required to monitor the systems and inform management of any issues that may need to be addressed sooner rather than later.

 

RESPONSIBILITIES:

  • Learn and stay up to date and knowledgeable on all content releases within Gym Launch Portal
  • Learn and utilize all applications necessary for the position such as Acuity, ALAN, Asana, and Google apps
  • Manually nurture leads by engaging them and suggesting times for an orientation 
  • Utilize resources to check Gym Owner availability and verify suggested times are valid
  • Create and maintain streamlined, clear and consistent operation materials as needed; including both client-facing and internal processes/systems and giving explanations to the PIIT team on intended purposes. 
  • Attend all daily huddles for the PIIT team, Product Development, and company
  • Identify ‘HOT’ issues that may need immediate action
  • Execute ad-hoc requests as needed and communicated by Product Innovation & Implementation Manager and other management
  • Work with Product Innovation & Implementation Manager to plan out what documentation needs to be adjusted, added, or removed. 
  • Work with Product Innovation & Implementation Manager to fortify structure, policies, and procedures for operating the live chat
  • Follow up on all requests and concerns discovered while operating the live chat

RESULTS:

  • Answer all lead questions promptly and in an efficient way
  • Nurture all leads to schedule an appointment and show up
  • Identify and document customer issues concerning product
  • Provide timely feedback to management and cross departments seeking insight
  • Use Asana as a base to relay all project/product progress as well as daily/ongoing tasks so the operational team can estimate accommodations accurately  
  • Weekly End of Week Reports are delivered to the PIIT Manager each Friday by EOD

REQUIREMENTS:

  • Excellent internal and external communication skills, especially written
  • Shows aptitude for being a team player and mentor to peers 
  • Maintains a high level of understanding of all content provided by Product Development
  • Able to work M- 7:00 AM - 1:00 PM CST and/or M-F 1:00 PM - 8:00 PM CST during regular business hours and open to working 2 weekends per month. 
  • Friendly, Courteous, and Approachable
  • Provides constructive criticism in a professional manner to build someone up instead of tear down
  • High-level problem-solving skills
  • Able to confidently and discreetly work with confidential information
  • Ability to effectively communicate via Zoom, Cliq, and email
  • Strong organizational and planning skills
  • Tolerance for high-stress situations
  • Adaptable to a constantly changing environment

Thank You

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  • Location
    Virtual, Texas
  • Department
    Product Development
  • Employment Type
    Contractor