Member Service Representative

Job Description

Job Description

The Member Service Representative (MSR) plays a pivotal role as the primary contact for all membership-related inquiries and requirements. Serving as a direct link between our esteemed members and the organization, the MSR actively enhances the overall member experience. Our dedicated Member Services team is committed to providing unparalleled, top-notch experiences within the exclusive Club environment.

To excel in the role of an MSR, it is essential to harbor a genuine passion for connecting with people, consistently delivering exceptional service, and possessing a solution-oriented mindset even in high-pressure situations. Success in this position thrives on adaptability and adeptness in a fast-paced environment.

Pay Rate: $20.00 per hour. The role is considered entry level.

Part-time Schedule:
Monday and Tuesday: 7:45am-2:00pm

Job Responsibilities:

• Welcome all individuals entering the premises with a friendly greeting, either through verbal communication or eye contact, even if engaged on the phone.

• Ensure that all incoming calls are promptly answered and handled accordingly. Respond to callers' inquiries and provide necessary information or assistance as required. If the call requires expertise from a specific department or individual, transfer the call to the appropriate person or department to ensure the caller's needs are met efficiently. Maintain a courteous and professional demeanor while dealing with callers to ensure a positive experience with the Club.
• Acquire comprehensive knowledge of club policies, website details, upcoming events, reservation and operational systems, facility layout, parking arrangements, and all club offerings. Assist members in any area they require support.
• Offer concierge services to both members and guests, which include assisting with copying, processing payments, selling and redeeming gift cards, checking-in members, registering and welcoming guests, as well as providing app support and guidance.
• Address and resolve member concerns or payment issues promptly, escalating them when necessary.
• Maintain meticulous records of all inquiries and ensure accurate membership information is up-to-date.
• Keep a ready supply of paper products for prospects and members and assemble gift packs as needed.
• Issue referral, paid, and complimentary guest passes as and when required.
• Undertake additional duties as assigned by the Coordinator, Membership Manager, Club Operations, and Senior Leadership teams.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be required of the employee.

Critical for Success:

• Being a team player with a genuine passion for hospitality and service.
• Demonstrating exceptional verbal and written communication skills, effectively interacting with employees and members at all levels.
• Embracing positive team collaboration, employing strategic thinking to analyze and swiftly resolve issues.
• Exhibiting adeptness in multitasking and prioritizing multiple responsibilities, thriving under pressure, and being self-reliant in a fast-paced environment while consistently meeting deadlines.

Requirements

• Must be authorized to work in the USA. We use E-Verify.
• Minimum age of 18 years of age
• Customer service expertise with a focus on active listening and strong interpersonal abilities.
• Proficient in both verbal and written communication, ensuring clear and effective interactions.
• Possessing a friendly, approachable, and professional demeanor.
• Capable of quickly adapting to and mastering various operating software; proficient in Microsoft Office Suite.
• Representing East Bank Club with utmost professionalism through impeccable appearance, positive attitude, and cooperative behavior with both members and colleagues.

Physical Requirements:

• Standing, walking, and sitting for sustained periods of time.
• Frequent lifting up to 25lbs.
• Frequent ability to stoop, kneel, and crouch.
• Occasional need to use a ladder for stock/inventory needs.

Preferred/Plus:

• Experience with working in a luxury, upscale environment with strong hospitality focus.
• CPR/AED certified
• Open Availability

Benefits

Time Off & Retirement:

• Paid Time Off
• 401(k) with company match up to 3%
• Value Sharing (Profit sharing)
• Holiday Bonus
• Paid Parental Leave

Health & Wellness:

• Comprehensive health, vision, and dental insurance
• HSA and FSA enrollment options
• Short- & Long-Term Disability options
• Life Insurance: Basic coverage equivalent to annual income, with voluntary options for additional coverage
• Long-Term Care options: Coverage up to 50% of annual income
• Accident and Critical Illness Insurance
• EAP (Employee Assistance Program)
• Pet Insurance through MetLife

Employee Perks:

• Free workout privileges
• Employee discounts in the Pro Shop, Spa & Salon services and in the Market
• Parking and transit benefits (pre-tax deduction)
• Access to Tickets at Work discounts
• Tuition reimbursement

East Bank Club is an Equal Opportunity Employer and drug/smoke-free workplace.