Bilingual Virtual Assistant – Member Retention & Billing Support at Hey Lieu

Ciudad de México, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

25 May, 26

Salary

0.0

Posted On

24 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Bilingual, Member Retention, Billing Support, Customer Service, Collections, Proactive Outreach, Problem-Solving, Emotional Intelligence, Outbound Calling, Documentation, GymMaster, Excel, Google Sheets, Persuasive Communication, Empathy

Industry

Business Consulting and Services

Description

Role Overview We are hiring a Bilingual Member Retention Specialist to proactively support members experiencing billing challenges and help keep their memberships active. This role blends customer service, collections, and retention strategy. You will act as the bridge between members and their fitness journey — combining empathy, confidence, and problem-solving to help at-risk members stay committed to their health and wellness goals. This is a part-time position (12 PM–4 PM US hours) with a clear pathway to full-time employment after a successful 90-day period. What You’ll Do 1. Proactive Outreach & Retention Contact members via phone, text, and email regarding account status and missed payments Lead supportive but solution-focused conversations Address objections and guide members toward resolving billing issues 2. Account Monitoring & Reporting Review daily billing reports to identify members needing outreach Track payment failures, expiring cards, and past-due balances Maintain organized follow-up schedules 3. Billing & Payment Support Process payments and update payment details Work one-on-one with members to resolve balances Offer structured solutions to prevent cancellations 4. Member Engagement & Support Reinforce membership benefits and value Help members overcome obstacles that may lead to cancellation Act as a consistent, reliable resource for ongoing support 5. Documentation & System Management Maintain detailed notes inside GymMaster Keep member profiles clean and up-to-date Ensure accurate reporting and follow-through What We’re Looking For Experience No prior experience required. Full training and tools will be provided. Communication Strong English communication skills Spanish fluency is highly preferred Confident and persuasive while maintaining empathy Skills & Traits High emotional intelligence with the ability to redirect conversations effectively Comfortable making outbound calls daily Resilient and not discouraged by objections Detail-oriented when documenting notes and running reports Comfortable using GymMaster, Excel, or Google Sheets Schedule Part-time: 12 PM – 4 PM US Hours (Exact US time zone will be clarified during interview) Onboarding & Growth Path 90-Day Success Period During your first 90 days, your focus will be: Contacting members flagged in daily reports Resolving balances and updating payment methods Retaining members through proactive engagement Submitting daily KPI reports summarizing outreach and results Full-Time Opportunity High performers during the 90-day period will be offered a full-time position within the company.

Responsibilities

The specialist will proactively contact members via phone, text, and email regarding billing issues and missed payments, leading solution-focused conversations to retain memberships. Responsibilities also include processing payments, resolving balances, reinforcing membership value, and maintaining detailed system documentation.