Member Services Representative

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.

 

·        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

 

 

·        High School graduate or GED required

·        4-year college degree preferred 

 

·        1-4 years of administrative experience

·        Proficiency in Microsoft Office

·        Previous experience in collection dues is preferred 

·        Associate’s or Bachelor’s Degree preferred

 

·        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