Member Service Representative

East Bank Club•Chicago, IL

5d•$20

About The Position

The Member Service Representative (MSR) plays a pivotal role as the primary contact for all membership-related inquiries and requirements. Serving as a direct link between our esteemed members and the organization, the MSR actively enhances the overall member experience. Our dedicated Member Services team is committed to providing unparalleled, top-notch experiences within the exclusive Club environment. To excel in the role of an MSR, it is essential to harbor a genuine passion for connecting with people, consistently delivering exceptional service, and possessing a solution-oriented mindset even in high-pressure situations. Success in this position thrives on adaptability and adeptness in a fast-paced environment.

Requirements

Being a team player with a genuine passion for hospitality and service.
Demonstrating exceptional verbal and written communication skills, effectively interacting with employees and members at all levels.
Embracing positive team collaboration, employing strategic thinking to analyze and swiftly resolve issues.
Exhibiting adeptness in multitasking and prioritizing multiple responsibilities, thriving under pressure, and being self-reliant in a fast-paced environment while consistently meeting deadlines.
Must be authorized to work in the USA. We use E-Verify.
Minimum age of 18 years of age
Customer service expertise with a focus on active listening and strong interpersonal abilities.
Proficient in both verbal and written communication, ensuring clear and effective interactions.
Possessing a friendly, approachable, and professional demeanor.
Capable of quickly adapting to and mastering various operating software; proficient in Microsoft Office Suite.
Representing East Bank Club with utmost professionalism through impeccable appearance, positive attitude, and cooperative behavior with both members and colleagues.
Standing, walking, and sitting for sustained periods of time.
Frequent lifting up to 25lbs.
Frequent ability to stoop, kneel, and crouch.
Occasional need to use a ladder for stock/inventory needs.

Nice To Haves

Experience with working in a luxury, upscale environment with strong hospitality focus.
CPR/AED certified
Open Availability

Responsibilities

Welcome all individuals entering the premises with a friendly greeting, either through verbal communication or eye contact, even if engaged on the phone.
Ensure that all incoming calls are promptly answered and handled accordingly. Respond to callers' inquiries and provide necessary information or assistance as required. If the call requires expertise from a specific department or individual, transfer the call to the appropriate person or department to ensure the caller's needs are met efficiently. Maintain a courteous and professional demeanor while dealing with callers to ensure a positive experience with the Club.
Acquire comprehensive knowledge of club policies, website details, upcoming events, reservation and operational systems, facility layout, parking arrangements, and all club offerings. Assist members in any area they require support.
Offer concierge services to both members and guests, which include assisting with copying, processing payments, selling and redeeming gift cards, checking-in members, registering and welcoming guests, as well as providing app support and guidance.
Address and resolve member concerns or payment issues promptly, escalating them when necessary.
Maintain meticulous records of all inquiries and ensure accurate membership information is up-to-date.
Keep a ready supply of paper products for prospects and members and assemble gift packs as needed.
Issue referral, paid, and complimentary guest passes as and when required.
Undertake additional duties as assigned by the Coordinator, Membership Manager, Club Operations, and Senior Leadership teams.

Benefits

Paid Time Off
401(k) with company match up to 3%
Value Sharing (Profit sharing)
Holiday Bonus
Paid Parental Leave
Comprehensive health, vision, and dental insurance
HSA and FSA enrollment options
Short- & Long-Term Disability options
Life Insurance: Basic coverage equivalent to annual income, with voluntary options for additional coverage
Long-Term Care options: Coverage up to 50% of annual income
Accident and Critical Illness Insurance
EAP (Employee Assistance Program)
Pet Insurance through MetLife
Free workout privileges
Employee discounts in the Pro Shop, Spa & Salon services and in the Market
Parking and transit benefits (pre-tax deduction)
Access to Tickets at Work discounts
Tuition reimbursement