TNG Cares Receptionist & Customer Service

Part-Time Customer Service Representative

In this role, you'll serve as a primary point of contact for members, homeowners, and guests, delivering warm, responsive, and professional service across every interaction enhancing the member, homeowner, and staff experience through outstanding customer service and clear communication.

This role is responsible for answering and directing incoming calls, resolving or escalating member concerns, scheduling reservations, and supporting the day-to-day operations of the TNG Cares Resource Center.

The ideal candidate is patient, personable, and detail-oriented, with the judgment to know when an issue needs a quick answer and when it needs to be routed to a department manager.

Essential Job Functions

Phone Reception & Customer Service Response

Answer, direct, and log all incoming calls from members, homeowners, and guests, providing prompt follow-through on every request

Respond to inquiries via phone, email, and chat in a timely, professional, and on-brand manner

Provide accurate, up-to-date information about the Club, amenities, and member events

Acknowledge and empathize with all customer service concerns, setting a calm and welcoming tone

Issue Resolution & Follow-Up Tracking

Log all issues and requests, routing to the appropriate department manager and copying the TNG Cares Supervisor

Track open issues to ensure timely follow-up, resolution, or escalation

Maintain and grow the TNG Cares FAQ and knowledge base to speed up future responses

Reservations & Scheduling

Make member dining and event reservations accurately and confirm details with members

Coordinate with F&B, Events, Golf, and Racquets to confirm availability before booking

Cross-Departmental Coordination

Work closely with all departments to ensure a seamless, consistent service experience when executing member requests

Support the TNG Cares Resource Center by fielding partner and homeowner inquiries as needed

Communicate recurring issues or trends to the TNG Cares Supervisor for process improvement

Qualifications

High school diploma or equivalent

At least six months of prior hospitality, customer service, or telephone experience

Outgoing, well-spoken, and comfortable interacting verbally with members, homeowners, and guests

Responsible, dependable, patient, and courteous with members, guests, and co-workers

Experience with Word, Excel, and email, with a willingness to learn Club systems such as ClubEssential and Monday.com

Must be able to work a flexible schedule, including weekends, as business needs require

Key Attributes

Warm, welcoming, and genuinely service-minded

Calm and composed under pressure

Strong listener with excellent verbal and written communication

Detail-oriented and organized

Trustworthy with sensitive member and homeowner information

Proactive flags patterns and problems before they grow

Performance Expectations & KPIs

Success in this role will be measured by:

Prompt, accurate handling of incoming calls, emails, and chat inquiries

Consistent, complete issue logging with appropriate routing and follow-up

Positive member and homeowner feedback on service interactions

Accuracy of dining and event reservations

Timely escalation of unresolved or recurring issues to the TNG Cares Supervisor

Schedule Expectations

Expected hours: 15 per week, including weekend availability

Flexible schedule required, including some evenings, weekends, and holidays as business needs require

Hours may vary based on Club operations and seasonal programming

In-person role based in Gallatin, TN