Retention & Customer Service Specialist - Health Zone

Retention & Customer Service Specialist

Schedule: Monday - Friday | 8:00am - 5:00pm

Job Summary: The Retention & Customer Service Specialist is responsible for all customer inquiries. This role is responsible for data entry into the customer service database. This position is responsible for accuracy of member accounts and account resolution. They act as a retention specialist, helping to retain active members.

Minimum Education: High school diploma or GED. Associate's degree, preferred.

Work Experience: Minimum 2 years of related experience.

Knowledge, Skills, and Abilities: 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 that present clear and concise information. Strong customer service skills. Ability to operate 10 key or calculator. Ability to maintain strict confidentiality.

Essential Functions and 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 payroll deduction program with the Saint Francis Health System (SFHS) payroll services.
• Works with all members requesting a change of membership status to ensure we retain them as members.
• Attempts to negotiate a retention packages, and if unable to retain, informs them of our cancelation policy, confirms cancellation date and final balance on account.
• Answers phone inquiries and works in person with current and prospective members regarding member accounts and membership information and assists members with billing and policy questions.
• Audits member transaction listing, based on member questions, to ensure members agree to account balances.
• Coordinates spa/massage daily activities and enters appointments.
• Coordinates documentation for the payment of therapists each week and modifies therapists' availability.
• Assists the business office manager with pro-shop responsibilities, members services staff training, and other projects.
• Assists with marketing projects and membership communication efforts including presentations.
• Manages automatic payment program, reaching out to members to resolve payment issues and requesting updated credit card/bank account information.
• Assists the director with check requests, commission-based programing, monthly reports, and special projects.
• Coordinates with management staff regarding monthly statistical reports.
• Creates digital marketing materials, flyers, and informational presentations that direct members to additional revenue producing programming.
• Trains staff members on data entry, program registration, point of sales, and spa management.

Location: Tulsa, Oklahoma 74136

EOE Protected Veterans/Disability