Member Services Specialist

City of Pearland, TX•Pearland, TX

11d•$22 - $24•Onsite

About The Position

The City of Pearland, TX is seeking to hire a Member Services Specialist to lead and improve aspects of the day-to-day operations of our Parks and Recreation department. This position provides exceptional front-line service at the Pearland Recreation Center & Natatorium that enhances citizen, member, and guest experience. This position ensures accurate and efficient processing of memberships, program registrations, facility rentals, and related transactions while providing clear, friendly, and solution-focused customer service. This class works under close supervision according to set procedures.

Requirements

Requires High School graduation or GED equivalent.
One (1) or more years of customer service experience, preferably in a supervisory or lead role.
Valid Texas Driver's License
First Aid
CPR

Responsibilities

Provide high-quality customer service, membership sales, and program registration in person and over the phone.
Acts as Manager-on-Duty when assigned, including evenings, weekends, and holidays.
Serve as the primary point of contact for escalated customer concerns. Respond, troubleshoot, and support citizen needs professionally and efficiently.
Identify and escalate inquiry trends to relevant staff for departmental awareness and resolution.
Process membership cancellations in accordance with City policies and procedures.
Approve membership and program exceptions when appropriate and document decisions in accordance with City and Department policies.
Manage third-party membership transactions including sales, reconciliations, and reporting as applicable.
Track and process Financial Assistance requests, as approved and awarded by department administration.
Run reports on utilized Financial Assistance and prepare invoices for the Forever Parks Foundation for reimbursement.
Maintain and update RCN Membership Logs for New City Employees.
Print and distribute membership key tags for Knapp Activity Center and Pearland RCN.
Support membership promotions, tours, sales, and retention efforts.
Coordinate West Pearland Community Center, outdoor pavilion, and small-scale Pearland RCN rentals.
Ensure rental and programming spaces are set up and ready prior to rentals as defined in rental agreements or programming terms.
Serve as the primary on-site support during rentals, programs, and events.
Support promotional booths and outreach events as needed.
Support frontline staff training, in-services, and ongoing development for Recreation Attendants (RAs) and Facility Attendants (FAs).
Develop, maintain, and adjust RA staff schedules to ensure adequate facility coverage during all hours of operations, including evenings, weekends, and holidays.
Monitor daily staffing levels and make real-time schedule adjustments to address call-ins, peak usage periods, and operational needs.
Coordinate coverage changes with Recreation Center Manager and report staffing challenges or trends that may impact service delivery.
Ensure all RAs and FAs follow established policies, procedures, and customer service standards.
Report staff behavior concerns, performance needs, or training gaps to the Recreation Center Manager.
Ensure incident and behavior reports are submitted correctly, accurately, and in a timely manner.
Maintain and update display boards, binders, and customer-facing information with current and accurate content.
Ensure consistent communication of policies, schedules, and promotions to staff and patrons.
Coordinate with the Aquatics team and monitor the Natatorium as needed to support operations and customer service.
Provide cross-coverage support during peak times or staffing shortages.
Ensure opening and closing procedures are followed at the Recreation Center & Natatorium.
Assist with general facility oversight to ensure a safe, welcoming, and well-managed environment.
Ensure a high standard of customer service is maintained at all times.
Resolve customer complaints or concerns and/or inform appropriate staff.
Monitor and manage facility access, memberships, and customer interactions.
Ensure daily visitation logs are completed on time and accurately.
Evaluate participant's needs and interest and make recommendations; respond to customer and public inquiries, concerns and complaints.
Clean and maintain facilities when necessary.
Develop working relationships, positively influencing and motivating staff.
Prepare for events by assisting in event set-up; participates in event tear down.
Monitor facility to detect damage to facilities and report damages to appropriate authority.
Maintain accurate records in accordance with Record Management Policy.
Assist with implementing new systems, processes or customer service initiatives.
Provide input on process improvements to enhance efficiency and patron experience.
Performs related work as assigned.