Head of Client Support Services

Trilogy® Bickford: The Ridge Wellness Social Club

Located within the Bickford Master Plan is Trilogy®, a brand-new 55+ community in the foothills of the Sierra Nevada Mountains. Coming soon is the social hub of the community: The Ridge Wellness Social Club, perched high on a ridge with stunning views and a variety of amenities, including a resort pool, restaurant, and indoor/outdoor venues for socializing, fitness, and more.

Employment Status

Full Time

Pay Range

$80,000–$85,000 Annual

Location

Located just east of Lincoln in Northern California

Benefits

Company medical, dental, and life insurance plans (full‑time team members working 30+ hours/week, effective the first of the month following the first day of full‑time employment)

Paid Time Off (PTO) – 120 hours per year

7 paid holidays annually

401(k) plan eligibility after 30 days of service for members 21+

Other benefits as per Company policy

Position Overview

The Member Services Manager oversees the Member Services Team to ensure members and guests receive exceptional customer care, meeting BlueStar Resort and Golf standards. This position assists and reports to the Club General Manager.

Key Responsibilities

Communicate the core values and mission of BlueStar Resort & Golf (BSRG) to support the achievement of company goals.

Maintain confidentiality, positive customer service, and effective communication with all team members to maintain a smooth, informed, safe, and consistent environment for Member Services.

Assist the Lifestyle & Activities department by maintaining event flyers and the MyTrilogyLife website, preparing the scheduled events calendar, and assisting with scheduling events, ticket sales, and promotion of club events and functions.

Assist members with setting up member accounts, monthly member billing, and resolve any billing disputes and/or questions.

Create and track gift card sales for members, guests, and Shea.

Coordinate and oversee member off‑site day, multiple‑day and extended‑day travel experiences.

Create weekly staff schedules and work with staff to provide coverage when needed.

Greet and welcome members and guests in an energetic and friendly fashion, according to BlueStar protocol, via phone or onsite; respond to requests and direct calls to staff members and relay messages.

Screen members and guests for applicable building access, according to community regulations.

Monitor club and fitness rules to ensure they are being enforced.

Maintain daily standard operating procedures for the opening and closing of the club, including a walk‑through of the clubhouse for a general inspection to assure rooms are clean, properly set up, and visually meet clubhouse standards.

Provide guests and members with information, including a variety of quality choices and arrangements regarding the club, recreation, or other activities; must have extensive knowledge of the club and local area events.

Train staff to provide resident services and business center support (copying, mailing, and fax), schedule appointments, orientation sign‑up, event registration and fee collection, lost and found processes, and other member services; provide support when needed.

Train staff to assist with administrative support, such as mail delivery, email and phone calls, general filing, spreadsheet creation, data entry and mailing lists, creation of reports, and mass mailings as needed; provide support when needed.

Oversee office productivity through proficient use of appropriate software applications, especially Microsoft Office; research and develop resources that create timely and efficient workflow.

Update website and create promotional flyers.

Coordinate and arrange meetings, prepare agendas, reserve and prepare facilities, and record and transcribe department meeting minutes.

Help develop and monitor the department budget.

Process invoices and reconcile monthly statements.

Maintain inventory for general office supplies; oversee supply purchases.

Support employee hiring, training, and employee review and development; evaluate staff performance and make promotion and disciplinary recommendations to the Club General Manager.

Maintain the organization and function of all front‑office equipment and the lobby; work with maintenance staff.

Provide a clean and safe environment for members and guests.

Attend home delivery appointments, conduct new member orientations and new member welcome events.

Other duties and responsibilities may be assigned.

Personal Attributes

Highly customer oriented and responsive with a high need for closure.

Able to work under pressure and balance multiple priorities and assignments.

Strong team‑building skills, including the ability to lead, cooperate, and motivate.

Role model and able to live BlueStar core values: honesty and integrity; respect for the individual; teamwork; competitive spirit.

Minimum Requirements / Qualifications / Skills

High school diploma or equivalent preferred; bachelor’s degree a plus.

1–3 years’ relative customer service or hospitality experience, with supervisory experience preferred.

Experience in a homeowner association environment preferred.

Computer literate with proficiency in Microsoft Office.

Experience with dictation and writing meeting minutes.

Experience with travel, hotel, and meeting arrangements.

Ability to write reports; proofreading skills essential.

Basic computational ability and budgetary analysis.

Ability to speak effectively before groups of members and guests, team members, and the public.

Ability to work independently and manage priorities.

Flexibility and adaptability to change.

Planning, problem‑solving, decision‑making, delegation, communication, time management, supervisory and employee development skills.

Excellent written and verbal communication skills and customer service skills while dealing with members, guests, and staff.

Demonstrated initiative, with an ability to think, work, solve practical problems, and make independent decisions based on sound judgment.

Consistently achieve high work standards; attention to detail, accuracy, and timeliness.

Ability to pay attention to multiple details and work in a fast‑paced environment with continuous improvement expected.

Requires flexible schedule to include evenings and weekends.

Valid driver’s license may be required.

Work Environment

This position operates indoors and routinely uses standard office equipment, such as computers, phones, copy and fax machines. The noise level is usually moderate.

Physical Demands

The employee must regularly see, hear, speak clearly, and understand the speech of another person; sit or stand for extended periods; walk or be able to move around the workspace; use hands to fingers, handle or feel, bend, and reach with hands and arms; occasionally lift and/or move up to 20 pounds.

Travel

This position may require up to 30% travel. The Manager regularly travels locally to attend activities and events, with occasional overnight travel.

BLUESTAR RESORT & GOLF IS AN EQUAL OPPORTUNITY EMPLOYER

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