Customer Service Representative

Job Description Posted Friday, June 26, 2026 at 4:00 AM This position will work Monday through Friday 11am-8pm. Tommy’s is looking to hire a reliable, detail-oriented and friendly team member to assist our Guest Services team in providing exceptional guest experiences for our Tommy Club members. This role experiences high volume phone activity discovering and resolving issues for our members. The ideal candidate has excellent customer service skills and views customer care as a top priority. Candidates must also display excellent communication skills via phone and written messages. What can Tommy's offer you? Competitive base pay and annual bonus Additional shift premium Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance Dependent Care FSA with on‑site Daycare options 401k match and complimentary financial planning services Paid time off and paid holidays Vast opportunity for continued education and learning Significant ability to grow internally for motivated and strong performing team members Fun, energetic, family-oriented work culture with an emphasis on team member morale Growing nationwide brand / presence Position Responsibilities: Answer guest account questions through phone, email, social media, and instant message Support franchise partners by providing exceptional guest support and documenting/submitting member payment disputes with the bank Log calls in ticketing system for escalation, additional support and client records Document issues with Tommy Club phone app appropriately for the software development team and provide follow up to ensure all technology is functioning to support guest needs Create a positive, energetic, solution-focused environment that enhances guest experiences Work Environment and Schedule: This job operates in a professional office environment. Office operating hours are Monday through Friday from 8:00am - 5:00pm. Guest Services hours are Monday through Sunday 8:00am - 8:00pm, operating hours for this role are Monday - Friday 11am to 8pm. On average, this role will work 40 to 45 hours per week. Position Qualifications & Candidate Attributes: High school diploma or GED required, associates or bachelor’s degree a plus Spanish and/or Canadian French language skills is a plus. Experience performing extensive research to resolve complex customer inquiries Ability to quickly learn and understand proprietary technology/equipment and effectively communicate about technical terms Friendly, empathetic, efficient, meticulous, organized – ability to create a positive, energetic, solution-focused environment that enhances guest experiences Display excellent communication skills via phone and written messages Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments Strong organizational and time management skills; ability to multitask and prioritize workload Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions High level of integrity and dependability with a strong sense of urgency and results-orientation Views customer care as high priority; exhibits a positive can-do attitude Displays a strong initiative and drive to identify gaps and fill them Physical Demands This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors. To successfully perform the essential functions of this job, team member must be able to: Ability to work and commute in all weather conditions Able to move about inside the office to access standard office equipment, etc. Remain in a stationary position 50% of the time, alternating between sitting and standing Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer Ability to move and lift up to 30 pounds Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers #J-18808-Ljbffr