We are looking for a motivated, detail-oriented Membership Account Specialist to join our team. This position combines customer service, collections, membership retention, sales, and data entry. The ideal candidate is comfortable having a high volume of customer conversations, can work independently, and understands the importance of providing excellent customer service while protecting company revenue.
Essential Functions & Responsibilities:
- Make 100+ outbound customer contacts per day through phone calls, text messages, and email.
- Contact customers regarding failed membership payments and expired credit cards.
- Follow up with customers whose memberships are approaching expiration or have expired.
- Discuss membership renewals and clearly explain the benefits and value of maintaining their membership.
- Listen to customers to understand why they do not want to renew and document their feedback.
- Identify customer concerns and ensure they are directed to the appropriate department for resolution.
- Process membership renewals and assist customers with maintaining their membership.
- Manage and update customer accounts to ensure all information is accurate and current.
- Perform detailed data entry and account maintenance, including reviewing payment information, membership details, customer information, and account status.
- Track paid and unpaid memberships using Excel.
- Maintain accurate records of collection attempts, customer conversations, payments, renewals, and account updates.
- Research and correct account discrepancies to ensure customer and membership information is accurate.
- Follow established collection and membership retention procedures.
- Provide professional, friendly, and solutions-focused customer service during every interaction.
- Work independently while managing daily workload, follow-up requirements, and productivity expectations.
Requirements:
- Excellent communication and listening skills
- Comfortable making a high volume of outbound calls
- Ability to have professional conversations about payments, renewals, and account balances
- Strong customer service and problem-solving skills
- Ability to listen and identify the reason behind a customer's decision not to renew
- Strong attention to detail and accuracy
- Proficient in Microsoft Excel and Word
- Comfortable with data entry and working with customer account information
- Ability to multitask and stay organized
- Ability to work independently with minimal supervision
- Strong follow-through and accountability
- Professional and positive attitude
- Previous experience in collections, customer service, membership sales/retention, call center, or account management is preferred
Why Join Our Team?
- Monday–Friday schedule
- No weekends
- Consistent 8:00 AM–5:00 PM schedule
- Opportunity to make a direct impact on customer retention and company revenue
- Position that combines customer service, account management, collections, and membership sales
- Be part of a team focused on taking care of customers while maintaining accurate and healthy accounts
Benefits
We invest in the whole you — your health, your family, and your future. When you join us, you're not just getting a job — you're gaining a benefits package designed to support you at every stage of life.
- Medical Insurance: Comprehensive medical coverage with four plan options to fit every need and budget, including an HSA-eligible high-deductible plan and an FSA.
- Dental Insurance: Dental coverage with low weekly premiums.
- Vision Insurance: Vision coverage with low weekly premiums.
- Basic Life and AD&D Insurance: Company-paid basic Life and AD&D insurance.
- Long-Term Disability: Company-paid Basic Long-Term Disability coverage.
- Short-Term Disability: Optional Voluntary Short-Term Disability coverage.
- Additional Life Insurance: Optional additional life insurance coverage available.
- Retirement Plan: Traditional 401(k) and Roth 401(k) options with company match!
- Supplemental Health Plans: Including Accident, Critical Illness, and Hospital Indemnity Insurance, plus disability resource services, travel and beneficiary support services, pet health insurance, and PerkSpot — an exclusive employee discount program.
- PTO and Paid Holidays Available
If you are confident speaking with customers, enjoy solving problems, are highly organized, and can balance customer service with achieving collection and renewal goals, we'd love to hear from you.