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Role Description

The Sr. Member Experience Representative is an accounting-focused customer service position and will report to the Member Experience Manager. The Senior Representative will support both inbound and outbound member requests and will handle advanced account service needs that require a close working relationship with the accounting teams.

• Serve as the primary point of contact for advanced member account inquiries.
• Collaborate closely with the accounting team to accurately process account-related requests.
• Manage billing-related tasks, including but not limited to payment method updates, refunds, holds, club transfers, and cancellations.
• Handle escalations and provide support requiring advanced account visibility.
• Respond to a high volume of member emails and perform follow-up outbound calls.
• Ensure accurate documentation, tracking, and record keeping.
• Use multiple computer applications to process and resolve member requests.
• Protect and secure members’ personal and financial information.
• Identify member needs and deliver personalized, effective solutions.
• Maintain high accuracy and attention to detail in all account modifications and communications.

Qualifications

• Proven customer service experience, including the ability to de-escalate challenging situations.
• Comfortable working in a fast-paced environment with evolving processes and priorities.
• Strong commitment to safeguarding and protecting customer personal information.
• Proficiency with computers and experience using Microsoft Office Suite.
• High school diploma or equivalent required.
• 3+ years of relevant work experience.
• Ability to successfully pass a drug screening and background check.

Requirements

• Associate or Bachelor’s degree (or equivalent work experience) preferred.
• Experience with any of the following: QuickBooks, Oracle, Salesforce CRM, EZPay.

Benefits

• Annual discretionary bonus eligibility.
• Comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts, and much more.