Member Services Representative

Job Title : 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.

Required Qualifications :

1) Knowledge, skills & abilities :

2) Minimum certifications / educational level :

3) Minimum experience :

4) Physical Requirements :

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.