Membership Coordinator

Career Group; Los Angeles (CA); On-site; USD 52,000 - 66,000; Full time

Job summary

Career Group is seeking a Membership Coordinator to join its Student Experience team on a temp-to-perm basis. The role focuses on accurate account management, empathetic service, and proactive problem-solving within a fast-paced environment.

You'll manage member accounts across enrollments, updates, freezes, and cancellations, investigate billing issues, and collaborate with instructors and internal teams to maintain a positive student experience.

Qualifications

• Experience in membership services or related environment.
• Strong attention to detail and problem-solving skills.
• Excellent written and verbal communication.

Responsibilities

• Manage student/mmember accounts across enrollments, updates, freezes and cancellations.
• Investigate billing discrepancies and account issues to determine root causes and resolutions.
• Review data across systems to ensure accuracy and reconcile information.
• Respond to inquiries regarding billing, memberships, and services with professionalism.
• Identify opportunities to retain members facing financial or personal challenges.
• Maintain documentation of activities and resolutions and support reporting.

Skills

Membership services experience

Investigation and problem-solving

Communication skills

Excel/Google Sheets

Tools

Gymdesk

Mindbody

Zoho

Job description

Reports To: Membership Operations Manager

About the Role

A confidential, mission-driven organization is seeking a Membership Coordinator to join its Student Experience team on a temp-to-perm basis. This role is ideal for someone who combines strong attention to detail and investigative problem-solving skills with exceptional empathy and customer service.

Key Responsibilities

• Manage student accounts throughout the membership lifecycle, including enrollments, updates, freezes, transfers, upgrades, downgrades, and cancellations.
• Investigate billing discrepancies, unpaid balances, account issues, and other membership concerns to determine root causes and appropriate resolutions.
• Review account history, payment records, attendance, documentation, and other data across multiple systems to ensure accuracy.
• Reconcile student information and billing activity across separate membership and internal tracking platforms.
• Respond to student and parent inquiries regarding billing, memberships, account changes, and services with patience and professionalism.
• Identify opportunities to retain students who are considering cancellation or experiencing financial or personal challenges.
• Develop creative, individualized solutions when appropriate, including exploring alternative membership or training options.
• Balance established policies and procedures with a compassionate, student-first approach.
• Maintain thorough documentation of account activity, communications, adjustments, and resolutions.
• Monitor account activity and identify trends, discrepancies, or recurring issues that may require escalation.
• Partner closely with instructors and internal teams to resolve complex student situations.
• Maintain a high level of accuracy while managing a large volume of student accounts and requests.
• Support reporting related to enrollment, cancellations, retention, revenue, and account activity.
• Provide consistently exceptional customer service and represent the organization's commitment to creating a positive student experience.
• Assist with special projects and operational initiatives as needed.

What We're Looking For

• 2+ years of experience in membership services, billing, customer service, account management, student services, fitness, education, hospitality, or a related environment.
• Strong investigative and problem-solving skills with the ability to identify discrepancies and determine what happened.
• Exceptional attention to detail and accuracy when working with financial and account information.
• Experience with billing, payment processing, account reconciliation, or membership administration.
• Experience working with a CRM, membership management, or comparable platform such as Gymdesk, Mindbody, Zoho, or similar systems.
• Strong Excel or Google Sheets skills and comfort working with data and reports.
• Excellent written and verbal communication skills.
• Ability to handle sensitive financial and personal situations with compassion, discretion, and professionalism.
• Highly adaptable and comfortable working in an environment where situations may require judgment rather than a one-size-fits-all solution.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Collaborative, team-oriented approach with a willingness to jump in wherever needed.
• A genuine service mentality and ability to advocate for the customer while maintaining sound business judgment.

We will consider qualified candidates with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring. California applicants, please view our Privacy Notice here: https://careergroupcompanies.com/california-privacy-notice/.