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.

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.

• 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.
• 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.