The Member Services Representative (Team Member) plays a vital role in creating positive member experience and a welcoming and inclusive environment for all members, guests, and staff. This position is responsible for delivering exceptional customer service, supporting front desk operations, and helping ensure the facility is accessible and accommodating to all individuals, including those with disabilities.
Essential Duties and Responsibilities
- Greet all members, prospective members, and guests with courtesy and professionalism.
-
Provide superior customer service that respects the diversity and needs of all individuals.
-
Perform front desk responsibilities, including:
-
Answering phones in a friendly and helpful manner.
-
Assisting with member check-in and registration.
-
Giving tours to prospective members, ensuring they are accessible and informative.
-
Supporting new member sign-ups and updating member accounts as needed.
-
Responding to questions, concerns, or requests, and escalating to management when appropriate.
-
Help maintain a clean, safe, and welcoming environment throughout the facility.
-
Provide and maintain up-to-date availability information in scheduling system.
Qualifications/Requirements
- High school diploma or equivalent (GED) required.
-
Must be 18 years of age or older.
-
Must be able to work overnight.
-
Prior customer service experience preferred.
-
Ability to use a computer, phone system, and other technology (with reasonable accommodations if needed).
-
Friendly, respectful, and service-oriented demeanor.
-
Ability to work both independently and as part of a diverse team.
-
Strong communication and problem-solving skills.
-
Reliable, punctual, and able to work flexible hours.
-
Ability to remain calm and solution-focused under pressure.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to stand and walk continuously for up to 8 hours per shift.
-
Must be able to frequently bend, twist, and reach overhead throughout the shift.
-
Must be able to lift and carry up to 50 lbs without assistance on an occasional basis.
-
Must be able to push, pull, and maneuver cleaning equipment and other items weighing up to 75 lbs occasionally.
-
Must be able to climb small step ladders (up to 3 feet) for cleaning and light maintenance tasks.
-
Must be able to communicate clearly in person and over the phone for extended periods.
-
Will occasionally be exposed to cleaning chemicals; protective gear and training will be provided.
-
Must comply with all safety procedures including the use of back support belts and adherence to proper lifting techniques.
