Call Centre Representative - Head Office - Virginia

Join the Cartel – Call Centre Representatives Wanted

Multiple Positions Available | Head Office – Virginia

At Fitness Cartel, we’re growing our centralised Head Office teams and are looking for motivated, customer-focused people to join us as Call Centre Representatives.

We have multiple opportunities available across two specialised teams:

• Customer Care – supporting member retention, cancellations, account enquiries and positive member outcomes.
• Account Care – managing overdue accounts, payment enquiries, debt recovery and repayment arrangements.

When you apply, you’ll have the opportunity to express which area interests you most. There are also genuine career progression opportunities into Team Leader positions as you develop within the business.

This is a great opportunity to join a growing health and wellness brand, develop valuable customer service and account management skills, and build a long-term career with Fitness Cartel.

What’s In It For You?

• Multiple full-time opportunities across Customer Care and Account Care.
• Clear career progression into Senior Specialist and Team Leader positions.
• Access to our Future Leaders Program and ongoing professional development.
• FREE Diamond gym membership across Fitness Cartel clubs.
• Paid birthday leave – celebrate your special day.
• Discounts on supplements, apparel, café products and Merse Wellness Spa services.
• Join a supportive, energetic and fast-paced Head Office team based in Virginia.

The Opportunity

As a Call Centre Representative, you’ll support Fitness Cartel members across our national network through professional, helpful and solution-focused communication.

Depending on your preferred area, you may work across Customer Care, Account Care or both.

Customer Care

• Manage inbound and outbound calls relating to cancellations, retention and account enquiries.
• Understand member concerns and identify opportunities to retain and re-engage them.
• Handle difficult conversations with empathy, professionalism and confidence.
• Explain membership terms, billing processes and available options.
• Negotiate suitable outcomes, including repayment arrangements where appropriate.
• Accurately record member feedback, actions and outcomes in our systems.
• Meet retention, service quality, productivity and contact KPIs.

Account Care

• Contact members regarding overdue accounts through phone, email and SMS.
• Recover outstanding balances and negotiate appropriate repayment arrangements.
• Respond to billing enquiries, account variations, payment updates and adjustments.
• Process payments and maintain accurate account information.
• Liaise with billing providers, collection agencies and internal teams when required.
• Support members experiencing financial difficulty through professional, solution-focused conversations.
• Meet recovery, productivity, compliance and member experience KPIs.

About You

You’ll be someone who:

• Has experience in call centre, customer service, debt collection, account management, accounts receivable or a similar phone-based role.
• Is confident managing inbound and outbound calls and having difficult conversations.
• Communicates clearly, listens well and shows genuine empathy.
• Is comfortable negotiating outcomes and explaining account or payment information.
• Is organised, accurate and confident using CRM or database systems.
• Is resilient, accountable and motivated by targets and measurable results.
• Takes ownership of tasks and follows through to resolution.
• Is passionate about delivering a positive member experience.
• Has Australian working rights.

Why Fitness Cartel?

Fitness Cartel is one of Australia’s fastest-growing fitness brands, with plans to expand to 60+ clubs by 2030.

Our Head Office teams play an important role in supporting clubs, retaining members and creating better experiences across the network. With training, development and genuine internal progression, this is an opportunity to build a career rather than simply take a job.

Whether you’re interested in Customer Care, Account Care or progressing into future Team Leader opportunities, we’d love to hear from you.

How to Apply

Click Apply and submit your resume, along with a brief cover letter telling us:

• Which area interests you most – Customer Care or Account Care.
• Why you would be a great fit for the role.
• What you’re looking for in your next career opportunity.

Applications will be reviewed as they are received, so apply today.

Note: Only candidates meeting our selection criteria will be contacted. No recruitment agencies, please.