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:
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Welcome all individuals entering the premises with a friendly greeting, either through verbal communication or eye contact, even if engaged on the phone.
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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.
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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.
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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.
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Address and resolve member concerns or payment issues promptly, escalating them when necessary.
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Maintain meticulous records of all inquiries and ensure accurate membership information is up-to-date.
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Keep a ready supply of paper products for prospects and members and assemble gift packs as needed.
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Issue referral, paid, and complimentary guest passes as and when required.
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Undertake additional duties as assigned by the Coordinator, Membership Manager, Club Operations, and Senior Leadership teams.
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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:
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Being a team player with a genuine passion for hospitality and service.
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Demonstrating exceptional verbal and written communication skills, effectively interacting with employees and members at all levels.
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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.
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Requirements
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Must be authorized to work in the USA. We use E-Verify.
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Minimum age of 18 years of age
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Customer service expertise with a focus on active listening and strong interpersonal abilities.
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Proficient in both verbal and written communication, ensuring clear and effective interactions.
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Possessing a friendly, approachable, and professional demeanor.
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Capable of quickly adapting to and mastering various operating software; proficient in Microsoft Office Suite.
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Representing East Bank Club with utmost professionalism through impeccable appearance, positive attitude, and cooperative behavior with both members and colleagues.
Physical Requirements:
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Standing, walking, and sitting for sustained periods of time.
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Frequent lifting up to 25lbs.
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Frequent ability to stoop, kneel, and crouch.
- Occasional need to use a ladder for stock/inventory needs.
Preferred/Plus:
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Experience with working in a luxury, upscale environment with strong hospitality focus.
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CPR/AED certified
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Open Availability
Benefits
Time Off & Retirement:
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Paid Time Off
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401(k) with company match up to 3%
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Value Sharing (Profit sharing)
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Holiday Bonus
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Paid Parental Leave
Health & Wellness:
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Comprehensive health, vision, and dental insurance
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HSA and FSA enrollment options
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Short- & Long-Term Disability options
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Life Insurance: Basic coverage equivalent to annual income, with voluntary options for additional coverage
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Long-Term Care options: Coverage up to 50% of annual income
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Accident and Critical Illness Insurance
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EAP (Employee Assistance Program)
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Pet Insurance through MetLife
Employee Perks:
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Free workout privileges
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Employee discounts in the Pro Shop, Spa & Salon services and in the Market
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Parking and transit benefits (pre-tax deduction)
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Access to Tickets at Work discounts
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Tuition reimbursement
East Bank Club is an Equal Opportunity Employer and drug/smoke-free workplace.
