Member Services Specialist - Full-time

POSITION SUMMARY

The Member Services department at Eagle Pointe Recreation Complex serves as the face of the facility and is the most critical component within the organization for serving our members and the public.The Member Services Specialistis primarily responsible for supervising and supporting the Member Services staff, while performing the daily tasks required to maintain the standards of guest service for the facility. Member Services is responsible for greeting and checking-in members and guests into the club in a courteous, efficient and encouraging manner. They will also serve as the primary outlet for member questions, concerns and complaints regarding the facility, programming, maintenance, equipment and staff, while ensuring this information is shared with the appropriate personnel. Member Services must possess strong customer service, communication and teamwork skills, and a professional demeanor. Enthusiasm and knowledge of the fitness and recreation industry are critical. This role includes membership and retail sales, online sales, rentals, reservations, knowledge of youth programs and classes, serving as a phone receptionist, and all other tasks incumbent of a customer service representative. Thus, the ideal candidate should be outgoing, sustain good interpersonal relationships with guests, and have strong multi-tasking and organizational skills. As the Member Services Specialist, your duties include not only being a model representative of the facility but also ensuring this same standard is upheld by the rest of the Member Services staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manages the daily staffing and operation of the Eagle Pointe Recreation Complex front desk which includes scheduling, training, and working alongside staffers for an efficient Member Services experience Oversee Eagle Pointe Recreation Complex membership maintenance by managing contract statuses, dues payments, cancellations and collections Maintain member accounts; renewals, balances, payments, household changes, etc. Contact members and prepare reports relating to renewals, past due balances, program rosters, special events, etc. Oversees training, scheduling and performance of part-time Member Services staff Must have flexible schedule, including working evenings and weekends Be encouraging and welcoming to patrons Operate POS system and cash till Operate and answer phone system Answer a variety of questions from guests and respond to member inquiries in a timely manner Be proficient in all pricing, programs, policies and guidelines throughout facility Be knowledgeable on operation of member-used equipment throughout facility Organize and maintain all front desk, retail and common space Open and close facility in safe and secure manner Memorize and enforce EPRC Rules & Policies throughout all areas of the facility Perform routine walk-throughs throughout facility to ensure rules & policies are being met by patrons and staff Identify, address and enforce lack of adherence to facility rules & policies Diffuse conflicts and report inappropriate behavior or refusal to follow guidelines to Recreation Superintendent Performs any and all other related duties or assignments as assigned.

REQUIRED EDUCATION AND EXPERIENCE

High School diploma or equivalent (GED). Must possess a valid Texas Driver License. Five (5) or more years of related experience and/or training preferred Successful candidates must pass pre-employment drug screen, job related physical and background check.

KNOWLEDGE, SKILLS AND ABILITIES

Ability to serve the public and fellow employees with honesty and integrity. Knowledge of federal, state and local laws, statutes, regulations, codes, and standards related to the area of responsibility. Knowledge of City policies and procedures. Ability to communicate and interact effectively with members of the public and co-workers. Ability to maintain and follow proper purchasing policies. Good Customer Service Skills Skill in effective oral and written communication. Skill in the use of standard office equipment and software. Ability to exercise sound judgment in making critical decisions. Skill in resolving customer complaints and concerns. Skill in completing assignments accurately and with attention to detail. Ability to analyze, organize and prioritize work while meeting multiple deadlines. Ability to process and handle confidential information with discretion. Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, gender, national origin, age, marital status, political affiliation, familial status, disability, sexual orientation, pregnancy, or gender identity and expression. Thorough knowledge of hazards, safety rules, and regulations applicable to area of responsibility. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers and the general public. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BENEFITS

Competitive salary with a progressive step plan, paid vacation and holidays, TMRS retirement, paid health, life insurance, longevity pay, and a deferred comp plan available. Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. #J-18808-Ljbffr Mont Belvieu