Member Service Representative

Member Service Representative

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: 2:00-7:30pm Thursday: 8:00am-2:00pm Friday: 2:00-7:30pm Weekend availability preferred.

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.

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

Diversity, Inclusion, and Belonging Matters:

East Bank Club commits to a culture of inclusion and belonging characterized by connection across our similarities and differences. We honor the dignity of all employees by enabling each to reach their fullest potential and, by doing so, better serve our members. We serve a diverse group of members and recognize the importance of diversity and inclusion in enriching the employee and member experience required to support our mission. EBC is committed to attracting, retaining, and developing employees with varying identities and backgrounds. East Bank Club is an Equal Opportunity Employer and drug/smoke-free workplace.