Billing Problems Get Resolved
Check for failed or overdue payments, contact the client, and help get the payment resolved.
Success = Unpaid balances are actively followed up on and nothing gets forgotten.
Executive Assistant
Your Role at Atlas
Your job is to keep the financial and administrative side of Atlas running smoothly so client issues get resolved quickly and nothing falls through the cracks.
Your main areas of responsibility
Billing & Failed Payments → Customer Service → Cancellations & Retention → Payroll → Administrative Support
If something involves changing a client’s contract, refunding money, waiving payments, or making a major exception, escalate it before making a decision.
What Success Looks Like
Four outcomes define a great job.
Clients Get Help Quickly
Handle routine billing and customer-service questions and make sure clients know what happens next.
Success = Clients aren’t left wondering who to contact or waiting days for an answer.
Cancellation Requests Are Handled Properly
Understand why the client wants to leave, look for reasonable solutions, and escalate when approval is required.
Success = We try to solve the actual problem before assuming cancellation is the only option.
Payroll Is Accurate & On Time
Gather the correct coach, setter, and closer payment information and send it to accounting on schedule.
Success = Everyone gets paid correctly and on time.
Every Workday
Your Daily Checklist
Before clocking out
- Failed payments reviewed
- Clients needing follow-up contacted
- Customer-service messages handled
- Cancellation situations updated
- Anything requiring approval sent to leadership
Goal: No financial or customer-service issue should disappear into a black hole.
Team Directory
Not Sure Who to Contact?
Use the Atlas Team Org Chart to see everyone on the team, their role, department, contact information, and who they report to.
View Atlas Team Org ChartRoutine billing / customer service
→ Executive Assistant handles
Contract change / refund / waived payment / cancellation exception
→ Callie
Major legal or financial issue
→ Callie + Jake
For anyone else on the team, use the Org Chart instead of memorizing contact information.
Reference · Systems
Systems You Will Use
Four systems cover almost everything in this role. Expand each card for what it's for and how to navigate it.
Security
Login credentials: Access through the Atlas company password manager. Passwords are never stored on this page.
Use the Client Dashboard to find:
- Client contact information
- Program start information
- Length of time in the program
- Coach assignment
- Program agreement status
- Signed Terms of Service
- Client files and labs
- Coach payment information
How to Find a Client
- 1Use the search bar to search the client's name.
- 2Click the client's name to open their profile.
- 3Their email and phone number should appear near the top of the profile.
- 4Look for the TOS SIGNED indicator next to their name.
- 5If they have signed their agreement, open the Files/Labs tab.
- 6Locate the PDF of their signed program agreement.
Important
Before discussing contract length or cancellation terms, verify the client's signed agreement whenever possible.
When should I use this?
Any time you need to know who the client is, how long they've been enrolled, what they signed, or what a coach is owed.
Newie is the primary payment-processing system used for:
- Client payments
- In-house payment plans
- One-off purchases
- Late payments
- Failed payments
- Updating cards
- Retrying payments
- Refunds
- Cancellation-related billing actions
Setup
Install the Newie app on both the computer and phone.
Login
Access through the Atlas company password manager.
Finding Clients in Newie
Paid in Full / Affirm / Klarna
Go to One-Off Purchases, then search the client's name.
Atlas In-House Payment Plan
Go to Subscribers, then search the client's name.
How did they pay?
Paid in Full / Affirm / Klarna
One-Off Purchases
In-House Monthly Plan
Subscribers
Use GoHighLevel as a secondary source for locating client contact information.
Open GoHighLevelLogin
Use your individual Atlas login credentials.
How to Find Client Contact Information
- 1Click Contacts in the left-hand navigation.
- 2Search the client's name.
- 3Open their contact record.
- 4Locate their email and phone number.
When should I use this?
If you cannot locate contact information in the Client Dashboard, check GoHighLevel.
The Setter/Closer Dashboard is where you gather the setter and closer commissions needed for monthly payroll.
How to Grab Monthly Commissions
- 1Open the Setter/Closer Dashboard and go to the Lead Tracker tab.
- 2Pull the setter and closer commissions for the current month.
- 3Send those commission numbers to the accountant so payroll goes out on schedule (due the 1st, paid by the 5th).
When should I use this?
Every month during payroll — this is where setter and closer commission numbers come from.
Login
Access through the Atlas company password manager.
Reference · Billing
Billing & Failed Payments
Use this process when Newie shows a failed, declined, overdue, or past-due client payment.
Overdue Payment Workflow
Check Newie
Failed Payment Found
Locate Client Contact Information
Text + Email Client
Client Responds
Update Card OR Retry Payment
Confirm Payment Successful
- Failed payments
- Overdue payments
- Declined cards
- Past-due subscriptions
- 1Client Dashboard
- 2GoHighLevel if needed
Locate their phone number and email address.
Failed Payment Message
Hey (CLIENT NAME)! This is (YOUR NAME) — I'm the assistant over at Atlas Functional Wellness :) I noticed that your recent payment for this month didn't go through for some reason. Would you be able to check on that and let me know if you need to update your card information or anything else to get that fixed? Thanks so much! 😊
Option A — Client Needs to Update Card
Send the payment/update-card link from Newie.
Option B — Card Issue Has Been Fixed
Manually retry the payment through Newie.
Option C — Client Cannot Pay Right Now
Ask for clarification regarding when payment can be resolved.
Escalate before promising anything
Changing payment terms, delaying payments substantially, waiving a payment, or modifying the client's contract all require approval first.
Boundary
Do not independently promise contract changes, waived balances, or major payment-plan changes without approval.
RESOLVED
Payment successfully processed.
WAITING ON CLIENT
Client has been contacted and has not responded.
PAYMENT PLAN ISSUE
Client needs additional help resolving payment.
ESCALATE
Contract or financial adjustment requires leadership approval.
Section 3
Monthly Payroll SOP
Once a month, on a fixed date. Follow the four steps in order and verify before you send.
Due: 1st of Every Month
Payroll information should be sent to the accountants on the 1st of each month so team payments can be issued by the 5th.
Pull Coach Payments + Pull Sales / Setter Payments
Verify Amounts
Email Accountants
Payments Issued by 5th
Pull the payout amounts for each coach for the previous month and record the payment amount for every active coach.
Update this list whenever a coach is added or removed.
Locate the commission amounts for the Appointment Setter and Sales Closer(s).
Setter Compensation Formula
Setter Pay = Lead Tracker Commission + $1,000
Lead Tracker Commission
$1,450
Base Pay
$1,000
Total Setter Pay
$2,450
Payroll Email
Subject: Atlas Functional Wellness Payroll — (MONTH YEAR)
Hi guys! Here are the Atlas payroll amounts for (MONTH): Coaches Sarah Gordon — $____ Lexi Wilcox — $____ Matt Irby — $____ Natt Aram — $____ Chelsea Diva — $____ Sales Setter — $____ Jake Cockerell — $____ Chad Sievers — $____ Please let me know if you need anything else from me! Thank you!
Reminder
Send this by the 1st so payments can be issued by the 5th.
Section 4
Client Cancellation & Retention
When a client asks to leave the program early, our first goal is to understand why they want to leave and determine whether the underlying issue can be solved.
EmpathyProfessionalismCuriosityConfidenceClear boundaries
We want the client to feel heard without immediately treating the program as cancellable month-to-month.
Program Commitments
Atlas programs are structured around an agreed program term rather than a month-to-month membership.
Clients should generally be expected to complete the program term they agreed to in their signed agreement.
There is generally a minimum three-month program commitment, subject to the client's specific agreement and leadership approval.
Before communicating definitive contract terms, verify the client's signed program agreement in the Client Dashboard.
Never
Never make guarantees about contract reductions, cancellations, refunds, or waived balances without the appropriate approval.
Coach Handoff Requirements
- Client name
- Reason the client wants to cancel
- Screenshots of relevant conversations
- What the coach has already done to resolve the issue
- Whether the coach attempted to schedule a call
- Client's current concerns or objections
Warning
Do not contact the client blindly without understanding what has already happened.
Cancellation Workflow
Client Mentions Cancelling
Coach Attempts to Resolve
Coach Attempts to Get Client on a Call
Can Coach Resolve the Concern?
YES
Client remains in program. Document resolution.
NO
Coach hands off to the Executive Assistant →
Coach Sends Detailed Context to Executive Assistant
EA Reviews Client Agreement + Situation
Executive Assistant Contacts Client
Identify Root Reason for Cancellation
Can the Problem Be Solved?
YES
Adjust support, simplify the plan, schedule a coach call, or another reasonable solution — client continues.
NO
Discuss approved alternatives. Escalate if contract modification or cancellation approval is needed.
Before Contacting the Client
Discover the Real Reason
After the client responds, classify the cancellation reason. Click a card for suggested solutions.
Section 5
Message Templates
Copy, personalize the names, and send. Never edit these to promise an outcome you haven't had approved.
Initial Cancellation Outreach
Hey (CLIENT NAME)! This is (YOUR NAME) from Atlas Functional Wellness :) (Coach's name) mentioned that you reached out about possibly wanting to end the program early, so I wanted to personally reach out since I handle billing and customer service over here. I totally understand that circumstances can change, and we always want to do everything we reasonably can to work with you. At the same time, the program is structured around a set commitment from the beginning rather than being month-to-month. We plan coaching capacity, staffing, and support around those commitments, so we generally aren't able to simply cancel the remaining portion of the program early. Before we talk through next steps though, I'd really love to understand what's prompting you to want to stop. Is there anything we could change or adjust on our end that would make the program work better for you? If there's something you're unhappy with, feeling stuck on, or struggling to keep up with, we're more than happy to adjust your plan, simplify things, or get you on another call with your coach so we can figure out a better approach. Let me know what's going on and we'll do our best to find a solution that feels reasonable for everyone 🙏
If the Client Strongly Pushes Back — Possible Contract Reduction
Use only when appropriate and when the reduced commitment is an available option
I understand. If you really don't see a resolution where you'd want to finish the remaining phases of the program, I can speak with leadership about whether reducing the remaining commitment may be an option. In situations where an exception is approved, three months is generally the shortest program term we allow. Would completing the three-month minimum feel manageable for you?
Important
Do not promise this adjustment before confirming that it is approved and consistent with the client's agreement.
Failed Payment Message
Hey (CLIENT NAME)! This is (YOUR NAME) — I'm the assistant over at Atlas Functional Wellness :) I noticed that your recent payment for this month didn't go through for some reason. Would you be able to check on that and let me know if you need to update your card information or anything else to get that fixed? Thanks so much! 😊
Section 6
When to Escalate
If a request touches money already agreed to, the contract itself, or anything legal — stop and escalate.
Escalate when a client requests
- Complete cancellation of an active agreement
- Reduction below the standard minimum
- Refund
- Partial refund
- Charge reversal
- Waived payments
- Major payment-plan modification
- Legal complaint
- Chargeback / dispute threat
- Attorney involvement
- Threats involving regulators or financial institutions
- Anything you're unsure Atlas is permitted to do
Also escalate unusual circumstances involving:
- Medical emergencies
- Major family emergencies
- Severe financial hardship
- Death in the family
- Other sensitive circumstances requiring leadership judgment
Escalation Path
Routine Billing Issue
Executive Assistant handles
Cancellation / Retention Issue
Executive Assistant handles initial communication
Situation Requires Exception or Approval
Callie Kocherhans
Major Contract / Legal / Financial Decision
Callie + Jake Kocherhans
Standards
How We Communicate With Clients
1
Be Human
Clients should feel like they are speaking with a real person who understands their concern.
2
Understand Before Solving
Do not immediately argue about their agreement. First understand why they want to leave.
3
Look for a Solution
Ask: “What would need to change for this program to work for you?”
4
Maintain Clear Boundaries
Being empathetic does not mean automatically agreeing to cancellations, refunds, waived payments, or contract changes.
5
Never Overpromise
If something requires approval, say: “Let me check on that and see what options we have.” Do not promise the outcome.
6
Document Important Conversations
Keep records of what was requested, what was wrong, solutions offered, agreements reached, and anything needing follow-up.