Part Time Member Engagement Specialist

Germantown Club Member Services Representative

Under supervision, provides support to front-line customer service staff; including check-in, club caf, and customer service. Acts as a Club advocate for members, guests and support staff using proactive problem solving, multi-tasking and excellent customer service. Requires an outgoing, upbeat and compassionate personality. Monday-Friday 2-7PM and some weekends

Essential Job Functions:

• Act as team lead for all front-line operations including, check in, caf, customer service and member questions and concerns.
• Attentively and promptly respond to member service issues, including lost and found items, locker needs, new membership cards, guest passes, and questions regarding billing and payments.
• Use specialized club software to enter and process membership information, including new memberships, membership cancellations, and membership add-ons, change of address, electronic fund transfers, and payments.
• Greet and assist guests and members in a friendly and professional manner, providing information on club programs, events, rules and policies.
• Be the lead team member for customer issues that fall between front-line staff and club management, resolving those issues effectively, efficiently and empathically.
• Assist with front-line staff during busy times to ensure smooth member experience and work flow. This includes; selling memberships and club programming to prospective members, providing tours of the facility during peak hours, performing point-of-sale transactions, checking in as well as working in caf.
• Provide guidance and training to front-line operational staff, ensuring staff are adhering to the Club's policies and procedures.
• Verify and approve reconciled cash drawer after each shift and assist business office in maintaining and reconciling member accounts.
• Approve membership contracts and change requests.
• Participate in the overall safety, comfort and cleanliness of facility.
• Must be punctual and timely in meeting all job performance requirements, including but not limited to, attendance, tardiness standards and work deadlines.
• May be responsible for or provide assistance in opening and closing the facility as schedule demands.

Other Job Functions:

• May assist as assigned with various special events and programs, including advising and coordinating the Silver Sneaker program.
• Perform other related tasks as required.

Knowledge, Skills and Abilities:

• Knowledge of facility member services, programs and facility rules and regulations.
• Ability to lead the front-line customer service team on resolving member issues and concerns.
• Knowledge of basic sales techniques.
• Skill in using a personal computer and ability to learn specialized club software.
• Excellent inter-personal communication skills.
• Ability to initiate, develop and maintain positive relationships with all members and guests.
• Ability to articulate extensive knowledge of The Club's programs, services, products, policies, rules and regulations.
• Ability to demonstrate positive attitude and professionalism to internal and external customers at all times.
• Ability to multi-task and learn quickly, and remain resilient in a fast-paced environment.
• Ability to enforce club rules and regulations firmly and tactfully for both members and staff.
• Ability to work as a team member.
• Ability to work hours that meet the general needs of the club operations.
• Physical ability to perform essential job duties.

Education and Experience: High School graduate, and two years customer service experience; or any combination of education, training, and experience providing the knowledge, skills, and abilities necessary to perform essential job functions. Special Requirements: CPR/AED Certified or ability to obtain.

Working Conditions: Work takes place in a busy front desk environment. Work involves extensive interaction with customers in person and on the phone. Must deal with peak work load periods and frequent interruptions. Monday-Friday 2-7PM and some weekends