MEMBER SERVICE SPECIALIST

Job Description

Job Description

The Member Service Specialist is a front-line staff member who is responsible for delivering professional customer service to all members, guests, and program participants. This individual must maintain high personal standards and adhere to and carry out the Purpose and Values of Greater Midland.

Major Job Responsibilities

With an emphasis on member and guest experience and administration:

•    Provide friendly, courteous, prompt and professional service to all patrons within the facility.

•    Inform guests about and provide accurate information regarding facility services, programs, schedules, costs, membership, policies, and all other current events happening in Greater Midland.

•    Lead quality building tours and assist members and guests with navigating the facility at times escorting for superior member experience.

•    Complete required paperwork accurately, including, but not limited to, membership applications, and activity registrations and timecards.

•    Process memberships, program registrations, and take payments for various items/activities; input applicable information accurately into system and reconcile with bank deposit at end of day.

•    Deliver superior telephone service by ensuring calls are routed correctly, timely and inquiries answered effectively.

•    Listen and facilitate closure to guests concerns.

•    Facilitate and respond to emergency situations via emergency action plans.

•    Maintain a clean and organized work environment.

•    Consistently demonstrate behaviors aligned with Greater Midland’s Values.

With an emphasis on community outreach:

•    Food Pantry – regularly assess pantry needs; count date and organize incoming items; facilitate “you-pick” orders or pack for client; maintain cleanliness and organization

•    Food Deliveries – unload deliveries; keep tables stocked with items; welcome and inform guests of limits; keep track of guests receiving items; clean-up and dispose of unused items

•    Clothing and Books – sort donations and dispose of items as necessary; hang clothes and arrange items on tables; clean-up after guests; keep library of books stocked and rotate display regularly

With an emphasis on event planning:

•    Set-up tables, chairs, bounce house, etc., for facility rentals; maintain clean and organized environment before and after event; assist with events as necessary

Qualification Requirements

•    Must be 18 years or older; high school diploma or equivalent GED

•    Strong interpersonal skills with ability to multitask in a fast-paced environment

•    Basic math and computer skills

•    Must be able to pass an ICHAT background check

•    CPR/First Aid, preferred

•    1-year minimum experience in customer service-related work, preferred

Physical Requirements

Regular communication and contact with employees, members and guests. Repetitive keyboard activity; sitting or standing at a computer workstation for 4+ consecutive hours; bending and stooping for paperwork filing; lifting and/or moving up to 40 pounds will be required of this position.  

Monday-Friday 11:15 am to close. Some weekends.