Membership Account Services Specialist

Job Description

Job Description

The Village Health Clubs and Spas are premier healthy lifestyle clubs where we encourage and foster a work life balance and healthy living. We offer a fun environment designed to promote health and wellness for members and employees alike.

Our uniquely social culture makes us a great choice for employees who want to share their passion for health and fitness.
We offer beautiful facilities, state-of-the-art equipment, and dynamic programming, but what really sets us apart is our team of positive, friendly staff at each location. Our employees encourage one another, working together to create a comfortable, welcoming atmosphere for everyone we encounter.

Our culture statement gets right to the point: “As one we have fun and get it done!” Join our team today and experience the Village Way for yourself.

Job Summary:
The Membership Account Services Specialist is an integral member of the Village Membership team and serves as a key resource for members regarding their membership accounts, billing and account-related questions.

Working closely with Membership Sales and leaders across the club's revenue-generating departments, including the Café, Spa, Kids Club and other member services, this role helps ensure that member accounts are accurate, charges are properly processed, and questions or concerns are resolved promptly and professionally.

The ideal candidate enjoys building relationships, solving problems, working with numbers and details, and collaborating with multiple departments to create a seamless membership experience.

Summary Of Essential Job Functions:

What You'll Do

Support Members & Their Accounts

• Serve as a knowledgeable point of contact for members regarding membership accounts, billing, statements, payments and account activity.
• Respond to member questions and requests by phone, email and, when appropriate, in person.
• Research account questions, identify solutions and follow through to resolution.
• Process membership-related documentation, account changes, EFT transactions and other account activity accurately and timely.
• Maintain accurate and organized member records and account information.
• Handle sensitive financial and membership information with professionalism and discretion.

Partner with Membership & Revenue Center Teams

• Work closely with Membership Sales to support membership changes, account updates, member requests and other membership-related activity.
• Partner with department heads and teams across the club's revenue centers—including the Café, Spa, Kids Club and other member services—to research and resolve billing or account discrepancies.
• Review member charges and account activity for accuracy and work with the appropriate department when questions or discrepancies arise.
• Help ensure that services and purchases made across the club are accurately reflected on member accounts.
• Communicate account-related resolutions clearly and professionally to members and internal partners.

Manage Billing & Receivables

• Process and balance daily cash receipts and prepare bank deposits.
• Process monthly membership statements and other account-related transactions.
• Apply payments and maintain accurate member account balances.
• Monitor outstanding balances and conduct collection outreach in accordance with the Village’s policies and procedures.
• Prepare collection communications and assist members in resolving outstanding balances.
• Research and resolve billing discrepancies, credits, adjustments and payment issues.
• Maintain accurate documentation and records related to member accounts and receivables.

Support the Membership Team

• Contribute to member retention by providing responsive, accurate and solutions-oriented account support.
• Help identify recurring member questions or account issues and recommend opportunities to improve the member experience.
• Support Membership initiatives, communications and projects as needed.
• Work collaboratively with Membership, Club leadership, Accounting and revenue-center teams.

What We're Looking For

We're looking for someone who is organized, personable, detail-oriented and comfortable taking ownership of member account issues from beginning to end.

Required Qualifications

• At least one year of customer service, member service, account management, billing, accounts receivable or related experience.
• Strong written and verbal communication skills.
• Excellent attention to detail and organizational skills.
• Ability to research issues, solve problems and follow through to resolution.
• Ability to communicate professionally with members and employees at all levels.
• Ability to handle confidential membership and financial information with discretion.
• Proficiency with Microsoft Office, including Word, Excel and Outlook.
• Ability to accurately use a 10-key keypad.

Preferred Qualifications

• Experience in a health club, fitness center, private club, hospitality or other membership-based organization.
• Experience with membership management, billing or accounts receivable systems.

Required Abilities:

Physical Activity
This position requires some standing, walking, lifting, grasping, bending and kneeling for filing. Sitting for some periods of time. Substantial repetitive movements (motions) of the wrists, hands, and/or fingers. Expressing or exchanging ideas by means of the spoken word. Involved in activities where one must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Perceiving the nature of sounds at normal speaking levels with or without correction. Requires the ability to receive detailed information through written and oral communication.

Physical Requirement
Sedentary work involving sitting some of the time. Walking and standing are required daily. Exerting up to 10 pounds of force occasionally to lift, carry, push, and pull or otherwise move objects. In addition, may involve physical movement which includes activities related to membership events and programs and periodically lift up to 25 pounds.

Visual Requirement
This position requires close visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing computer monitors and extensive reading.

Working Conditions
It involves typical office or administrative work and member outdoor activity