Member Services Representative
About The Position
The Member Services Representative delivers customer service to Tahoe Donner Association members, guests, business partners, and employees. The role responds to inquiries by phone, email, chat, and in person; assists with reservations and online sales; supports the online store; and performs clerical duties. It also involves explaining Tahoe Donner amenities, events, programs, policies, procedures, and regulations, maintaining property and membership records, and handling payments and retail sales. The position is based at the Northwoods Clubhouse in Truckee, California. It is an hourly, full-time role scheduled Monday, Tuesday, Wednesday, Saturday, and Sunday from 8 a.m. to 5 p.m., with Thursday and Friday off. Weekend availability is required.
Requirements
- High school diploma or equivalent, or an equivalent combination of formal training, education, and experience that demonstrates ability to perform the job duties.
- At least one year of customer service experience, or equivalent relevant training, education, and experience.
- Knowledge of business letter writing, business forms, office procedures, and proper business English, including vocabulary, grammar, and punctuation.
- Familiarity with filing systems and common office machines.
- Proficiency in Microsoft Office and Windows, basic computer skills, and the ability to multitask effectively.
- Availability to work Saturdays and Sundays.
Nice To Haves
- Experience with databases, RPT, or Zendesk.
Responsibilities
- Provide customer service to members, guests, business partners, and employees.
- Manage inquiries received by phone, chat, and email using customer support software.
- Support automation efforts to improve customer-support processes.
- Learn and use customer service and point-of-sale systems, including Zendesk and RPT.
- Assist members and guests with online sales and reservations.
- Troubleshoot eStore issues and report technical problems to IT, Marketing, and relevant amenity teams.
- Communicate Tahoe Donner events, programs, policies, procedures, and regulations to owners, members, and guests.
- Provide information about amenity and cultural program schedules, costs, and other relevant details.
- Work with community organizations to promote events and services.
- Collect fees, deposits, and cash sales; maintain daily cash receipts and submit them to Accounting according to Association procedures.
- Classify, issue, and update property owner and member ID cards according to approved policies.
- Enter data into the RPT system and maintain property records.
- Collaborate with Accounting, ASO, and Member Services colleagues to manage property ownership records.
- Sell retail items from the office using the point-of-sale system.
- Perform clerical duties as assigned.
Benefits
- Up to 90% employer-paid health insurance.
- 401(k) with up to 4% employer matching and 100% vesting on the first day of eligibility.
- Professional growth and development opportunities.
- Supportive and friendly work environment.
- Employee discounts on food and non-alcoholic beverages and regularly priced retail merchandise.
- Gym and spa access at the Trout Creek Recreation Center.
- Spouse and dependent perks, and discounted guest rates at the Trout Creek Recreation Center.
- Summer perks include discounted golf, tennis access, bike rentals, and Beach Club Marina access at Donner Lake.
- Winter perks include free downhill and cross-country skiing, complimentary friends and family tickets, $5 ski rentals, free Snowplay access, and discounted guest rates at Snowplay.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
