Customer Retention

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JOB TITLE

Customer Retention & Collections Specialist

JOB ID

JESSDJ1

INDUSTRY

Fitness

LOCATION

LATAM / PH Open to any location as long as their accent is neutral

JOB STATUS

Part Time - 20 hours weekly

WORK SCHEDULE

2:00PM-7:00PM PDT

SALARY

$8 to $10

TARGET START DATE

ASAP

ROLE OVERVIEW

About the Client: This client owns and operates three gym locations in the U.S. and is looking to expand. The company's immediate challenge is a severe collection issue, with hundreds of members currently in credit card decline status, leading to substantial lost revenue (estimated between $30,000 and $80,000 in collections). The Owner is seeking a dedicated specialist to resolve this backlog and provide ongoing support, freeing up club managers to focus on in-person sales and training.

About the Role:
We are hiring one Part-Time VA (starting at 20 hours/week, with potential for Full-Time growth) to focus on revenue recovery and customer retention. This role requires a unique combination of consultative sales skills and collections expertise. The primary goal is to contact delinquent members, secure updated payment information, and persuade them to remain active members of the gym.

Key Responsibilities

Collections and Revenue Recovery (Immediate Focus)

• Collections Calls: Execute high-volume outbound calls to members in "credit card decline" status.
• Payment Processing: Master the backend of the club software to efficiently collect payments, run cards, and update billing information to reactivate memberships.
• Backlog Resolution: Immediately address and resolve the existing $30k–$80k backlog of delinquent accounts.
• Financial Reporting: Track and report on collections progress to the Owner.

Sales & Customer Retention

• Consultative Sales: Apply a consultative approach to understand why a member stopped paying and use persuasive sales techniques to "bring them back into the gym
• Membership Reactivation: Offer incentives (e.g., free fitness assessments) to re-engage members, secure their commitment, and retain them long-term.
• Communication: Handle membership cancellations and inquiries with excellent customer service, ensuring positive brand representation even during collections.

Administrative Support (Manager Offload)

• Manager Relief: Take over administrative burdens from the club managers so they can focus entirely on in-club sales and personal training.
• Daily Admin Tasks: Handle day-to-day administrative support, including processing membership cancellations, managing general phone calls, and handling emails related to membership and scheduling.

Marketing and Development Opportunity

• Future Development: Once the collections backlog is stabilized, this role offers an exciting opportunity for the VA, if interested in learning and development, to transition into marketing support, including social media posting, graphic design, and marketing campaign assistance.

Qualifications & Skills

Professional & Industry Expertise

• Sales and Retention: Proven experience in a role requiring sales, collections, or customer retention over the phone. Must be able to "sell to people" and be comfortable with a pitchy, persuasive approach.
• Financial Administration: Strong administrative skills with a background in or comfort with billing cycles, payment processing, and backend software management.
• Gym/Fitness Knowledge (Plus): Familiarity with the gym or fitness industry and membership operations is highly beneficial.

Soft Skills & Personality

• Positive Attitude: Must maintain a super positive attitude and actively work to turn negative situations into a positive environment for members and staff.
• Engagement: Must be fully engaged with what they are doing and demonstrate genuine interest in the business's success and member retention.
• Communication Clarity: Fluent English required with an accent that is clear and easy to understand for U.S. members.
  
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