Member Experience Admin

The Edison House Office Assistant (OA) is responsible for executing and maintaining the administrative billing and financial support systems that protect accuracy responsiveness and operational consistency within the Member Experience department and the broader organization.

This role ensures that member billing workflows reconciliation processes invoicing internal communications as well as recurring administrative systems and data entry are managed with discipline and reliability. The OA supports organization-wide systems and serves as the operational backbone of their department enabling Member Experience to focus primarily on onboarding retention and relationship leadership by ensuring that core systems function smoothly and without disruption.

Core Responsibilities

Member Billing & Financial Administration: Own and monitor the inbox. Serve as the first-line responder for member billing and statement inquiries. Manage the billing escalations board tracking members in arrears by stage and communicating appropriately based on where they fall in process. Coordinate with Accounting to resolve discrepancies and confirm balances as needed.

Data Management & Reporting

Own data entry for commissions and bonuses throughout the company as well as software data through LaborLens. Compile and deliver weekly employee clock-in reports to support Operations. Monitor and report on daily guest tabs closed without a member account attached to support member billing administration.

Member Benefit Administration: Reconcile personal trainer billing monthly to ensure member charges align with services delivered. Flag inconsistencies or missing charges.

Member Event Ticket Invoicing & Refunds: Manage weekly member event ticket invoicing in coordination with the Member Events Team. Field member requests for refunds or billing adjustments and issue refunds via Stripe or void ticket invoices in PeopleVine depending on billing stage. Ensure all event ticket invoicing is completed at month-end and send or approve the scheduled monthly member statement review through PeopleVine on the first of each month.

Member Feedback & Reporting Support: Collate SurveyStance one-touch survey results from recurring member events. Compile and

distribute weekly feedback reports for management with support from Member Experience Manager.

Internal Communications: Own MX-related Beekeeper communications including weekly events rundowns MOD schedules and MET schedules. Ensure postings are timely accurate and aligned with internal communication standards. Support the Senior Leadership Team by organizing and distributing the weekly agenda for L10 meetings.

Requirements

Cultural Fit

Strong alignment with a support-first role that values accuracy consistency and follow-through.

Pride in being the operational backbone of a teamenabling others to do their best work.

Service-minded responsive and comfortable handling member questions with professionalism and discretion.

Dependable and process-oriented with a clear sense of ownership over assigned responsibilities.

Collaborative by nature and respectful of cross-department workflows and boundaries.

Skills & Work Style

Highly organized and detail-driven with a natural inclination toward administrative excellence.

Strong fluency in Microsoft Office Suite particularly Excel.

Comfortable working within defined systems processes and checklists to ensure accuracy.

Strong written communication skills particularly in member-facing and internal communications.

Calm methodical and reliable under pressure with the ability to manage recurring deadlines.

Self-directed and consistent with the ability to manage routine workflows without constant supervision.

Experience

12 years of experience in an administrative operations finance support or member services role.

Direct experience handling billing invoicing reconciliation or financial workflows strongly preferred.

Experience supporting managers or teams in a structured detail-oriented capacity.

Familiarity with membership platforms billing tools or internal communication systems (e.g. PeopleVine Stripe Beekeeper RAMP ) is a plus but not required