Member Support Representative (BILINGUAL FR/ENG)

Midtown Athletic Clubs•Chicago, IL

18h•Hybrid

About The Position

Midtown is looking for a bilingual (French/English) Member Support Representative to create positive, seamless experiences for members across every stage of their Midtown journey. As one of the primary points of contact for our members, you’ll answer questions, resolve concerns, and provide account support that strengthens member satisfaction and loyalty. Our Member Support Representatives are empathetic problem-solvers who communicate clearly, build trust, and ensure every interaction reflects Midtown’s commitment to exceptional service. This is a hybrid corporate role supporting members across the Midtown portfolio. It is an individual contributor role within the Member Support team. The role supports member inquiries through phone, email, tickets, and other communication channels and requires comfort handling a high volume of member requests and follow-ups.

Requirements

Bilingual fluency in French and English.
Strong customer service and relationship-building skills.
Effective bilingual (French and English) written and verbal communication.
Ability to navigate multiple systems and technology platforms.
Strong organization, accuracy, and follow-through.
Active listening.
Problem solving.
Empathy and professionalism.
Adaptability.
Attention to detail.
Collaboration.
Background in customer service, hospitality, contact center support, or a related service-focused environment.
Comfort handling multiple conversations, requests, and priorities simultaneously while maintaining accuracy and professionalism.
Demonstrated ability to learn and navigate new systems, software applications, and service tools.
Commitment to continuous learning, process improvement, and delivering exceptional member experiences.
Alignment with Midtown’s core values: Win together, Glass half-full, Passionate about helping others, Better than yesterday, and Kind.

Responsibilities

Deliver responsive, professional support that creates a positive and easy member experience.
Resolve member questions related to memberships, billing, reservations, programs, and club services.
Document member interactions, requests, concerns, and resolutions accurately.
Partner with club and corporate teams to investigate issues and identify solutions.
Escalate complex concerns appropriately while maintaining ownership of member communication.
Support continuous improvement by identifying common questions, trends, and workflow opportunities.