Billing Administrator

About the role

City Fitness is looking for a detail-oriented, confident communicator who enjoys solving problems and helping people to join our team as a part-time Billing Administrator. The Billing Administrator plays an important role in the member experience, helping members navigate questions and requests related to their accounts, including payments and billing, membership freezes, cancellations, and general account maintenance. You’ll communicate with members by both phone and email, research account concerns, explain membership agreements and policies, and work to find appropriate resolutions. This is a great role for someone who is organized, comfortable working independently, and able to balance excellent customer service with consistency and good judgment. Not every billing conversation is an easy one, so we’re looking for someone who can remain patient and professional, clearly explain policies, discuss outstanding balances when necessary, and confidently handle challenging conversations while representing City Fitness in a positive way. *This role includes a combination of on-site and remote work*.

Responsibilities

• Responds to member inquiries by phone and email regarding billing, payments, membership agreements, freezes, cancellations, and general account questions, including collecting outstanding balances and explaining account activity.
• Makes phone calls to members to resolve billing issues and speaks with members by phone when they request to discuss their account directly.
• Reviews member accounts and researches billing concerns to identify issues and determine appropriate next steps.
• Organizes and prioritizes work to process billing updates, freezes, cancellations, and other account changes accurately and within established timelines.
• Maintains current, comprehensive knowledge of City Fitness membership agreements, billing policies, cancellation and freeze requirements, promotions, membership offerings, and procedural changes affecting member accounts.

Requirements

• Must be 18 years or older
• High school diploma or GED required.
• Strong written and verbal communication skills, including comfort communicating with members by phone as well as email.
• Excellent interpersonal and customer-service skills.
• Patient and professional when handling complaints, disagreements, and difficult conversations.
• Comfortable discussing outstanding balances and requesting payment from members.
• Ability to clearly explain and consistently enforce the membership agreement and Company policies while balancing a customer-oriented approach with the Company's business interests.
• Strong attention to detail and accuracy when processing account and billing information.
• Strong problem-solving skills and ability to research account history before determining an appropriate resolution.
• Ability to take initiative and work independently while exercising good judgment about when an issue should be escalated to management.

Benefits

In addition to competitive pay, team members have access to a variety of perks and benefits:

• Complimentary City Fitness membership
• Enhanced Paid Time Off
• On-demand pay
• Commuter benefits
• Employee discounts and community partnership perks
• Dental and vision insurance