Member Services Specialist - Billing & Support

Jonas Software; United States; On-site; USD 36,000 - 48,000; Full time

Job summary

Jonas Software is seeking a MBS Member Services Representative to be the first point of contact for our fitness club clients. You will handle billing questions, cancellation and freeze requests, and refer to client policies as needed.

You will collaborate with club owners and internal/external stakeholders to ensure client needs are met and memberships remain secure, while aiming for high adherence, quality, and efficient call handling.

Qualifications

• High School Diploma or some college preferred.
• Experience in help desk or call center settings.
• Strong written and verbal communication with effective complaint handling.

Responsibilities

• Answer inbound calls/emails regarding billing, contracts and payments for fitness clubs.
• Serve as point of contact for strategic fitness clubs needing customer service support.
• Collaborate with club owners and stakeholders to address client needs and secure memberships.
• Provide guidance on policies and guidelines to clients.
• Utilize knowledge bases for quick club support references.
• Monitor queues and ensure minimal hold times for clients.
• Log calls and capture details of interactions and services rendered.
• Deliver outstanding software support and exceed quality standards.
• Meet or exceed performance benchmarks and support service-level objectives.
• Participate in special projects as assigned by management.

Skills

Communication skills

Time management

Customer service

Documentation

Problem solving

Attention to detail

Multi-tasking

Education

High School Diploma/Some college

Tools

MS Office

Job description

Jonas Software is seeking a MBS Member Services Representative to be the first point of contact for our fitness club clients. You will handle billing questions, cancellation and freeze requests, and refer to client policies as needed.

You will collaborate with club owners and internal/external stakeholders to ensure client needs are met and memberships remain secure, while aiming for high adherence, quality, and efficient call handling.