Call Centre Representative - Head Office

About the role

Fitness Cartel is growing its centralised Head Office teams in Virginia and is hiring Call Centre Representatives. Multiple full-time positions are available across two specialised teams: Customer Care, which supports member retention, cancellations and account enquiries, and Account Care, which manages overdue accounts, payment enquiries, debt recovery and repayment arrangements. Applicants can choose which area interests them most, and there is career progression into Senior Specialist and Team Leader roles.

Key responsibilities

• Customer Care: handle inbound and outbound calls on cancellations, retention and account enquiries; explain membership terms, billing and available options; negotiate outcomes such as repayment arrangements; record member feedback and outcomes accurately; meet retention, service quality, productivity and contact KPIs.
• Account Care: contact members about overdue accounts by phone, email and SMS; recover outstanding balances and negotiate repayment arrangements; respond to billing enquiries and payment updates; process payments and liaise with billing providers, collection agencies and internal teams; meet recovery, productivity, compliance and member experience KPIs.

Required profile

• Experience in call centre, customer service, debt collection, account management, accounts receivable or a similar phone-based role.
• Confident handling of inbound and outbound calls and difficult conversations, with clear communication and empathy.
• Comfortable negotiating outcomes and explaining account or payment information.
• Organised, accurate and resilient, motivated by targets and measurable results.
• Australian working rights.

Required skills

• CRM or database systems
• Inbound and outbound call handling

What we offer

• Career progression into Senior Specialist and Team Leader positions, plus access to the Future Leaders Program and professional development.
• Free Diamond gym membership across Fitness Cartel clubs.
• Paid birthday leave.
• Discounts on supplements, apparel, café products and spa services.

To apply, submit a resume and a brief cover letter stating which area interests you most and why you are a good fit; applications are reviewed as they come in and agencies are not accepted.