Member Services Representative (52403)

Member Services Representative

Are you passionate about outdoor adventure and mountain management? Do you thrive in a dynamic environment where leadership and innovation drive success? If so, Tahoe Donner Association invites you to become a key player in our dedicated team as a Member Services Representative.

Location: Northwoods Clubhouse Member Services. Type: Hourly. Requires flexible scheduling, including weekends and holidays. Seasonal: Estimated season through April 30, 2027.

The Member Services Representative plays a key role in delivering exceptional customer service to members and guests. This position is responsible for responding to inquiries via phone, email, chat, and in-person visits, ensuring all interactions are handled professionally and efficiently. The technician will also assist with reservations, support the online store, and perform clerical duties as assigned.

Key Responsibilities:

1. Provide excellent customer service to members, guests, business partners and employees.
2. Use customer support software to manage inquiries received via phone, chat, and email. Contribute to improving the software by supporting automation efforts to streamline processes.
3. Develop a thorough understanding of various software systems, including customer service software (Zendesk) and Point of Sale (RPT) systems.
4. Assist members and guests with online sales and reservation support. Troubleshoot eStore issues and report technical problems to the IT, Marketing, and relevant amenity teams.
5. Communicate Tahoe Donner's events, programs, policies, procedures, and regulations to owners, members and guests effectively.
6. Provide property owners, members and guests with information regarding schedules, costs, and other relevant details about Tahoe Donner amenities, special events, and cultural programs. Work with community organizations to promote events and services.
7. Collect fees, deposits, and cash sales. Accurately maintain daily cash receipts and submit them to accounting per Association procedures.
8. Classify, issue, and update property owner and member ID cards in accordance with approved policies. Enter data into Tahoe Donner's RTP system and maintain property records.
9. Collaborate with Accounting, ASO, and other Member Services team members to manage property ownership records.
10. Sell retail items from the office using the point-of-sale system.

What We Offer:

• Opportunities for professional growth and development.
• A supportive and friendly work environment.
• The chance to live and work in one of California's most beautiful locations.
• All Tahoe Donner employees receive exclusive perks throughout Tahoe Donner's amenities and restaurants.
• 50% off food and non-alcoholic beverages
• 25% off regularly priced retail merchandise
• Gym + Spa access at the Trout Creek Rec Center
• Spouse/dependent perks
• Discounted rates to bring guests to Trout Creek Rec Center
• Summer Perks: Discounted golf, Tennis access, Bike rentals, Beach Club Marina access at Donner Lake
• Winter Perks: Free Downhill and Cross-Country skiing, Complimentary friends + family tickets and $5 rentals for ski areas, Free access to Snowplay, Discounted rates to bring guests to Snowplay

Qualifications:

Join Tahoe Donner Association and be a part of a team dedicated to excellence and adventure!

To perform this job satisfactorily, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be available to work on Saturdays and Sundays
• Work Days: Saturday, Sunday, Monday, Tuesday, Wednesday 8-5 Off- Thursday-Friday
• Knowledge of business letter writing, business forms, office procedures, and proper use of business English, including vocabulary, grammar, and punctuation.
• Familiarity with filing systems and the operation of common office machines.
• Proficiency in Microsoft Office and Windows, along with basic computer skills and the ability to multitask effectively.
• Experience with databases, RPT, or Zendesk is preferred, but not required.

These skills and abilities are typically acquired through the completion of a high school diploma or equivalent and at least one (1) year of customer service experience; or an equivalent combination of formal training, education and experience which demonstrates the ability to perform all the duties of the position.