Member Service Representative
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. Pay Rate: $20.00 per hour. The role is considered entry level. Weekend availability required
Requirements
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
