Member Services Assistant

Location: Corporate Office                                                                                                                                                                  Reports to: Member Services Manager

Supervises: N/A                                                                                                                                                                                 Status: Temporary / Part Time (Potential Non-Exempt – Full Time)

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The Member Services Assistant provides administrative and customer service support to the Member Services team with a strong focus on account documentation, internal communication, and customer service functions. This role helps ensure smooth and timely member billing support processes by handling key frontline tasks such as answering phones, documenting member account activity, assisting in generating daily reports, and supporting internal teams with requests related to the member billing system.

This position is part-time and temporary, designed to assist the Member Services Specialist with essential responsibilities and system support during high-volume or transitional periods.

Essential Functions & Responsibilities:

    Enters detailed and accurate notes on member accounts.

    Interacts with members professionally to resolve account issues, obtain payment information, and record adjustments.

    Communicates with co-workers, management, clients, and others in a courteous and professional manner.

    Maintains confidentiality and protects Defined Fitness’ value by keeping financial and member account information secure.

    Provides support to internal business partners, including club management and front desk staff, with system navigation and account assistance.

    Answers Telephone Calls & Member Emails and provides prompt and professional customer service and takes appropriate action..

    Maintains strong documentation and organization skills to ensure accuracy in recordkeeping.

    Generates simple reports such as the Daily Sales Report or others as assigned.

    Assists with payment collection efforts for member accounts with declined payments during the first 90 days of the collection process and prior to collection agency referral.

    Assists with other duties as assigned, including administrative support and follow-up tasks. 

Qualifications: 

    Customer service, office, or clerical experience required

    Strong attention to detail and accurate data entry skills

    Employment record that demonstrates expert phone skills

    Achieves and maintains proficiency in Defined Fitness CRM 

    Ability to communicate clearly and professionally in verbal and written formats

    Proficient in Microsoft Office (Excel, Word, Outlook); basic report generation knowledge preferred

    Demonstrated ability to remain organized and focused in a fast-paced environment

    High school diploma or equivalent required

Physical Requirements: 

    Must be able to sit for extended periods of time

    Must be able to lift and carry approximately 25 pounds

    Must be able to perform the following tasks:  walk, squat, bend, stoop, stand, listen, read and write