Member Services Representative

UFC Gym; Alhambra (CA); On-site; USD 38,000 - 50,000; Full time

Job summary

A leading fitness organization in California is seeking a Member Services Representative to manage customer inquiries and ensure effective communication with members. This role requires strong organizational skills, proficiency in Microsoft Office, and the ability to handle multiple tasks efficiently. A high school diploma is required, with a preference for candidates holding a degree. The position involves remote work temporarily due to COVID-19.

Qualifications

• 1-4 years of administrative experience required.
• Proficiency in Microsoft Office is necessary.
• Previous experience in collection dues is preferred.

Responsibilities

• Answer inbound and initiate outbound customer calls.
• Negotiate account resolution and maintain records.
• Process refunds and oversee third-party collections.

Skills

Proficient in Microsoft Office Suite

Advanced phone and communication skills

Strong time management skills

Excellent follow-through and detailed documentation skills

Strong problem solving and data analysis skills

Attention to detail

Education

High School graduate or GED required

4-year college degree preferred

Job description

GENERAL SUMMARY

The Member Services Representative must be highly organized, professional and proactive; a team-player who learns quickly, is extremely detail-oriented and who works effectively with minimal supervision and is responsible for the day-to-day management of our dues growth for all signature clubs.

ESSENTIAL DUTIES & RESPONSIBILITIES

• While adhering to company policies and procedures, demonstrates good customer service skills while initiating outbound calls and receiving inbound calls from customers.
• Negotiates account resolution and accurately inputs and documents actions within the collection systems while maintaining company performance and productivity standards.
• Maintains up-to-date customer contact information in the collections systems.
• May be required to support other queues to facilitate teamwork in the department.
• Escalates and assists other team members with calls as needed.
• Serves as a resource/subject matter expert and may provide training to fellow team members.
• May be required to initiate external contact with customers and may perform advanced loss prevention activities (i.e. skip tracing, field chasing, account settlement) or administrative work.
• Review the Month to Date (MTD) sent by the clubs for accuracy.
• Daily review of ABC on prior day dues collections and all club entries. Review entries for notes, club errors and evergreen invoices.
• Process all refunds from ABC and Point of Sale (POS). Research all refunds from the clubs for accuracy.
• Oversees 3rd party collections and all communication that is needed to the clubs from Swift.
• Works as the liaison between ABC and the Club Operations Managers.
• Timely, responsive, courteous communication with all member inquiries, questions, concerns, and needs.

ORGANIZATION RELATIONSHIPS

The Member Services Representative will report to the Vice President of Operations working with all employees within that department.

REQUIRED QUALIFICATIONS

1) Knowledge, skills & abilities

• Proficient in Microsoft Office Suite
• Advanced phone and communication skills
• Strong time management skills, with the ability to manage multiple assignments
• Excellent follow-through and detailed documentation skills
• Attention to detail and ability to multi-task and meet deadlines without supervision
• Strong problem solving, research and resolution, and data analysis skills
• Adhere to meal and rest break periods and must clock in and out for all shift times

2) Minimum certifications/educational level

• High School graduate or GED required
• 4-year college degree preferred

3) Minimum experience

• 1-4 years of administrative experience
• Proficiency in Microsoft Office
• Previous experience in collection dues is preferred
• Associate’s or Bachelor’s Degree preferred

4) Physical Requirements

• While performing the duties of this job, the employee is regularly required to sit or stand for up to 8 hours. The employee occasionally sits, walks, kneels and reaches with hands and arms.
• Occasionally required to lift and/or move up to 10 lbs

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.

Work remote temporarily due to COVID-19.