Virtual Assistant for Boutique Gym

We're looking for a detail-oriented Virtual Assistant to support the day-to-day administration of our boutique strength and conditioning gym. The role involves managing membership administration in Mindbody, following documented SOPs and email templates, and ensuring members receive prompt, friendly communication. You should be highly organised, reliable, comfortable learning software, and able to work independently while maintaining accuracy and confidentiality. Responsibilities 1. Membership Holds Manage membership hold requests in Mindbody. - Process hold requests according to our SOPs. - Send the appropriate email confirmation using our templates. - Book members back into their regular classes where required. 2. Membership Cancellations Process membership cancellations. - Align cancellations with their fortnightly billing cycle. - Complete all required actions in Mindbody. - Send cancellation confirmation emails using our templates. 3. Failed (Bounced) Payments Monitor failed membership payments. - Contact members via email or SMS when a payment fails. - Explain the reason for the failed payment. - Request that sufficient funds are available or ask the member to update their payment details using our secure payment link. - Follow up until payment is resolved. 4. No Show & Late Cancellation Fees Complete a daily report of no show and late cancellations. - Apply no-show and late cancellation fees according to our policies. - Ensure introductory (s21) members are excluded from these charges. - Escalate any situations that require management approval. 5. Email Marketing List Maintenance Maintain our member database. Ensure all active members are correctly marked as subscribers within our email marketing system. 6. Monthly Mindbody Roster Update Update instructor assignments in Mindbody. Once per month, update weekend class instructors after receiving the coaching roster. Ideal Candidate We're looking for someone who: - Has exceptional attention to detail. - Communicates professionally in written English. - Learns software quickly. - Is comfortable working with repetitive administrative processes. - Is proactive and reliable. - Experience with Mindbody is preferred but not essential. Software Used - Mindbody - Gmail - Google Workspace - WhatsApp for internal communication