A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Membership Coordinator Gracie University of Jiu-Jitsu - 4.2 Torrance, CA Job Details Full-time $24 - $26 an hour 8 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Employee discount Life insurance Qualifications Data integrity assurance Email customer support Phone communication Account troubleshooting Student record keeping Student database management Incident Escalation Accurate transaction records management Financial issue resolution High school diploma or GED Managing clients in a customer support role Data quality management Data integrity and documentation Cloud-based systems Financial records management Financial records review Financial record maintenance Document review Communications Business Administration CRM system proficiency Billing issue inquiries Handling account queries Data accuracy checks Cross-functional collaboration Business Associate's degree Escalation handling Cross-functional communication Quality data entry Full Job Description Job Overview Gracie University exists to deliver accessible, safety-first Gracie Jiu-Jitsu programs that empower individuals with confidence, compassion, and the ability to protect themselves and others. The Membership Coordinator serves as a primary point of contact for students throughout their membership journey, supporting a consistent and well-managed enrollment, billing, and service experience. This role is responsible for executing day-to-day membership operations, including student communication, enrollment support, and account maintenance. The position maintains accurate records, supports billing processes, and delivers Black Belt customer service across all student interactions. This role contributes to retention, operational consistency, and a high-quality student experience.
RESPONSIBILITIES
Process student enrollments, membership updates, freezes, upgrades, downgrades, and cancellations within the CRM and related student membership systems. Serve in an interim Team Lead capacity when assigned to ensure continuity of daily operations. Maintain accurate account records, including charges, refunds, payment methods, and contract documentation. Monitor unpaid balances and follow established collection procedures to reduce delinquent accounts. Review reports related to promotions, private sessions, invoices, and account receivables to ensure billing accuracy. Update and maintain class schedules, student profiles, and employee permissions within the student membership platform. Respond to student billing and account inquiries through the ticketing system and ensure timely, accurate resolution. Provide front-line support to students by addressing service questions, resolving concerns, and escalating complex issues when appropriate. Uphold Black Belt customer service standards in all student interactions to support retention and satisfaction goals. Coordinate with Instructors and internal teams to ensure consistent communication and alignment on student needs. Track and document student service interactions within the CRM and related membership systems to maintain visibility and data integrity. Assist in compiling monthly performance reports including trials, conversions, enrollments, cancellations, revenue, and retention data. Identify data discrepancies or workflow issues and communicate system improvement needs to the Senior Coordinator or Operations Manager. Support event preparation and provide day-of operational assistance for belt ceremonies, seminars, and student gatherings.
WORK EXPERIENCE REQUIREMENTS & QUALIFICATIONS
2+ years of experience in customer service, membership services, student services, retail operations, or account support, preferably within education, fitness, or membership-based environments. Experience working with CRM or student membership systems such as Gymdesk, Zoho CRM, or comparable platforms. Proficiency in spreadsheet and reporting tools, including Microsoft Excel, Zoho Sheets, or Google Sheets. Experience managing billing transactions, payment processing, or account reconciliation tasks. Strong written and verbal communication skills, including experience responding to customer inquiries through email, phone, or ticketing systems. Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced service environment. Experience maintaining accurate data entry and documentation within cloud-based business systems. Ability to identify discrepancies in billing, reporting, or account data and escalate issues appropriately. Experience collaborating with cross-functional teams to resolve customer or operational issues. Ability to maintain professionalism and appropriate boundaries when handling student accounts and sensitive financial information. Familiarity with email and SMS communication tools for customer outreach is preferred. Familiarity with Gracie University programs and Black Belt customer service standards.
EDUCATION REQUIREMENTS
High school diploma, GED, or equivalent job experience required. Associate's or Bachelor's Degree in Business Administration, Communications, Hospitality, Event Management , or equivalent job experience required.
Pay:
$24.00 - $26.00 per hour Expected hours: 40.0 per week
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance
