Retention & Customer Service Specialist - Health Zone

Saint Francis Health System•Zone, OH

9d•Onsite

About The Position

The Retention & Customer Service Specialist is responsible for all customer inquiries, data entry into the customer service database, and ensuring the accuracy of member accounts and their resolution. This role acts as a retention specialist, aiming to keep active members engaged. The position involves coordinating daily spa/massage activities, managing therapist payments and availability, assisting with pro-shop responsibilities, training staff, and supporting marketing efforts. Additionally, the specialist manages the automatic payment program, resolves payment issues, and assists with reporting and special projects.

Requirements

High school diploma or GED.
Minimum 2 years of related experience.
General knowledge of bookkeeping.
Knowledge of Microsoft 365 and other applicable software.
Strong knowledge of finance and banking systems/processes.
Some knowledge of data storage/report writing for specialized reporting requirements.
Excellent communication skills, both written and verbal.
Strong customer service skills.
Ability to operate a 10-key or calculator.
Ability to maintain strict confidentiality.

Nice To Haves

Associate’s degree

Responsibilities

Provides and maintains quality assurance auditing, account entry, and account updates for the Health Zone member management/billing system.
Enters all check payments and oversees the payroll deduction program with Saint Francis Health System (SFHS) payroll services.
Works with members requesting a change of membership status to retain them.
Negotiates retention packages and informs members of cancellation policy if retention is not possible.
Answers phone inquiries and works in person with current and prospective members regarding accounts and membership information.
Assists members with billing and policy questions.
Audits member transaction listings to ensure account balances are accurate.
Coordinates spa/massage daily activities and enters appointments.
Coordinates documentation for therapist payments and modifies therapist availability.
Assists the business office manager with pro-shop responsibilities, member services staff training, and other projects.
Assists with marketing projects and membership communication efforts, including presentations.
Manages the automatic payment program, resolving payment issues and requesting updated payment information.
Assists the director with check requests, commission-based programming, monthly reports, and special projects.
Coordinates with management staff regarding monthly statistical reports.
Creates digital marketing materials, flyers, and informational presentations.
Trains staff members on data entry, program registration, point of sales, and spa management.