Member Services Specialist - Full-time

Job Description Member Services Specialist (MSS) Reports To: Assistant General Manager Department Hours of Operation Monday - Friday: 8:00 AM - 4:00 PM Saturday: 10:00 AM - 6:00 PM Sunday: 11:00 AM - 4:00 PM (On-site, building-based position. This role requires working scheduled shifts during department hours, including weekends and holidays as assigned.) Position Summary The Member Services Specialist (MSS) is a building-based, resident-facing role that serves as the primary point of contact and trusted representative for Member-Owners (residents), guests, and vendors within an assigned building. The MSS is responsible for delivering a highly professional, service-oriented experience while managing a wide range of resident needs, inquiries, and service requests. This position requires strong operational awareness, sound judgment, and the ability to take ownership of issues from intake through resolution. Rather than simply directing inquiries to other departments, the MSS acts as a central liaison and advocate for Member-Owners and residents by coordinating with internal teams, tracking open items, following issues through to completion, and communicating updates clearly and proactively. As the face of The Westchester Corporation, the MSS is expected to consistently demonstrate professionalism, discretion, responsiveness, and attention to detail. This role carries elevated expectations for accountability, preparedness, and situational awareness and is well suited for an individual who understands building operations, anticipates resident needs, and represents the organization with confidence and integrity. Core Responsibilities & Essential Duties Member & Resident Experience Serve as the primary onsite contact for Member-Owners and residents Build trust and long-term relationships through consistent, personalized service Anticipate resident needs and proactively address potential issues Ownership, Liaison & Issue Resolution Take ownership of resident inquiries and concerns from intake through resolution Coordinate with Operations, Engineering, Management, Access Control, and vendors Track open items, follow up proactively, and ensure timely, clear communication Exercise sound judgment in the escalation of issues and emergencies Building Operations & Coordination Create, monitor, and follow up on work orders and service requests Coordinate apartment access for inspections, repairs, and scheduled work Conduct daily inspections of common areas Notify Management and Access Control of incidents or safety concerns Amenity, Guest & Reservation Management Manage reservations and logistics for building amenities and services Coordinate guest room readiness and vendor services Administrative & Communication Support Assist with administrative requests and resident communications Accurately manage mail, packages, and deliveries Post and distribute official building notices Systems, Technology & Access Control Responsibilities Business & Communication Tools: Microsoft Outlook (email, calendars, scheduling) Business & Communication Tools: Microsoft Word (correspondence, notices, documentation) Business & Communication Tools: Microsoft Excel (logs, tracking, reporting) Business & Communication Tools: Microsoft Teams (internal collaboration) Building & Operational Systems: BuildingLink or comparable building management software Building & Operational Systems: KeyLink or other key management systems Building & Operational Systems: Shared document platforms (e.g., SharePoint, OneDrive) Access Control & Security The MSS is expected to act as or supplement Access Control during assigned shifts. Responsibilities include verifying identity, confirming authorization, enforcing access protocols, and ensuring only authorized individuals enter the building. All access-related concerns must be documented and escalated in accordance with established policy. Knowledge & Preparedness Expectations Building policies, procedures, and rules Maintenance schedules, inspections, and capital projects Amenity operations and usage guidelines Move-in, move-out, and renovation processes Contractor and vendor coordination and access protocols Emergency procedures and escalation standards Qualifications High school diploma or equivalent required Minimum of 2 years of customer service, hospitality, residential, concierge, or similar resident-facing experience Strong written and verbal communication skills Demonstrated ability to exercise sound judgment and discretion Comfort using multiple technology platforms and learning new systems Ability to manage competing priorities in a fast-paced, service-driven environment Professional demeanor and commitment to service excellence What Success Looks Like in This Role Member-Owners and residents receive timely, accurate, and professional service Issues are owned and resolved rather than redirected Strong operational knowledge is demonstrated daily Communication is proactive, clear, and reliable Residents view the MSS as a trusted and knowledgeable resource Building operations remain secure, orderly, and well-coordinated Company Description Overview of The Westchester Built in 1931 on one of the highest points in the city, The Westchester is a five-building, self-governing, member-owner co-op community that houses more than 500 apartments ranging in size from studios to three bedrooms. The Westchester maintains its original grandeur, with more than 10 acres of beautiful, landscaped grounds, including a three-level sunken garden, and provides numerous amenities and commercial services, including a grocery store, restaurant, fitness center, valet, library, hair salon, barbershop, guest rooms, and on-site parking. The Westchester is a short walk from restaurants and other businesses in neighboring Glover Park, Cathedral Heights, and Georgetown, and is adjacent to Glover-Archbold Park. The Westchester offers more than a home, but also a diverse, vibrant, engaged multi-generational community where member-owners collaborate with The Westchester staff on multiple fronts. Our Main Lobby is the site of a concert series with performances by professional musicians. The community holds monthly gatherings where neighbors can get to know one another. We are also electronically connected, with an internal website and social media. The Westchester seeks to set the standard for a quality living experience in our nation's capital, and central to our success is a dedicated team of professionals focused on exceptional customer service, operational efficiency, and innovation. Westchester staff have provided a legacy of excellence that has contributed to the ongoing success of our community. As The Westchester nears its centennial as one of Washington’s best-known addresses, we are embarking on exciting developments, with an ambitious long-range capital plan to modernize the physical and virtual infrastructure and to build a strong, forward-looking management structure. As an employer, The Westchester is dedicated to providing a supportive and inclusive work environment. We value integrity, innovation, and collaboration, encouraging our employees to share their ideas, take initiative, and grow their careers. The Westchester is an equal opportunity employer and encourages applications from individuals of all backgrounds and experiences. Company Description Overview of The Westchester Built in 1931 on one of the highest points in the city, The Westchester is a five-building, self-governing, member-owner co-op community that houses more than 500 apartments ranging in size from studios to three bedrooms. The Westchester maintains its original grandeur, with more than 10 acres of beautiful, landscaped grounds, including a three-level sunken garden, and provides numerous amenities and commercial services, including a grocery store, restaurant, fitness center, valet, library, hair salon, barbershop, guest rooms, and on-site parking. The Westchester is a short walk from restaurants and other businesses in neighboring Glover Park, Cathedral Heights, and Georgetown, and is adjacent to Glover-Archbold Park. The Westchester offers more than a home, but also a diverse, vibrant, engaged multi-generational community where member-owners collaborate with The Westchester staff on multiple fronts. Our Main Lobby is the site of a concert series with performances by professional musicians. We are also electronically connected, with an internal website and social media. The Westchester seeks to set the standard for a quality living experience in our nation's capital, and central to our success is a dedicated team of professionals focused on exceptional customer service, operational efficiency, and innovation. Westchester staff have provided a legacy of excellence that has contributed to the ongoing success of our community. As the Westchester nears its centennial as one of Washington’s best-known addresses, we are embarking on exciting developments, with an ambitious long-range capital plan to modernize the physical and virtual infrastructure and to build a strong, forward-looking management structure. As an employer, The Westchester is dedicated to providing a supportive and inclusive work environment. We value integrity, innovation, and collaboration, encouraging our employees to share their ideas, take initiative, and grow their careers. The Westchester is an equal opportunity employer and encourages applications from individuals of all backgrounds and experiences. #J-18808-Ljbffr The Westchester Corporation