Member Service Representative

UFC Gym-posted 1 day ago
Full-time • Entry Level
Morgan Park, IL
1,001-5,000 employees
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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.

  • 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.
  • 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
  • 1-4 years of administrative experience
  • Proficiency in Microsoft Office
  • 4-year college degree preferred
  • Previous experience in collection dues is preferred
  • Associate’s or Bachelor’s Degree preferred
  • Employee discounts
  • Training & development
  • Wellness resources
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