Member Support Representative (BILINGUAL FR/ENG)

Midtown Athletic Club; Chicago (IL); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Club membership

Insurance

401(k) match

Paid time off

FSA

Life & disability

Job summary

Midtown Athletic Club in Chicago, IL seeks a bilingual Member Support Representative to deliver exceptional service to members across the Midtown portfolio.

As a primary contact, you will answer questions, resolve concerns, and provide account support via phone, email, and tickets, while maintaining accurate documentation and collaborating with internal teams for effective solutions.

Qualifications

• Fluency in French and English is required.
• Experience in customer service or hospitality preferred.
• Ability to learn new software and navigate multiple systems.

Responsibilities

• Provide responsive member support via phone, email, tickets and other channels.
• Resolve membership, billing, reservations and club service questions.
• Document interactions and resolutions clearly and accurately.
• Collaborate with club and corporate teams to address issues.
• Escalate complex concerns while owning member communication.
• Identify trends to support process improvements.

Skills

Bilingual in French & English

Customer service

Written & verbal communication

Multi-system navigation

Organization & accuracy

Job description

About Midtown

Midtown exists to inspire people to become their best selves through the power of movement, connection, and belonging. Founded in 1970, Midtown has grown from one tennis club in Chicago to owning and operating eight luxury athletic clubs across the United States and Canada.

The Opportunity & Your Impact

Member Support Representative | Member Support

Midtown is looking for a bilingual (French/English) Member Support Representative to create positive, seamless experiences for members across every stage of their Midtown journey.

As one of the primary points of contact for our members, you'll answer questions, resolve concerns, and provide account support that strengthens member satisfaction and loyalty.

Our Member Support Representatives are empathetic problem-solvers who communicate clearly, build trust, and ensure every interaction reflects Midtown's commitment to exceptional service.

Job Overview

• Hybrid corporate role supporting members across the Midtown portfolio.
• Individual contributor role within the Member Support team.
• Supports member inquiries through phone, email, tickets, and other communication channels.
• Requires comfort handling a high volume of member requests and follow-ups.

How You'll Contribute

• Deliver responsive, professional support that creates a positive and easy member experience.
• Resolve member questions related to memberships, billing, reservations, programs, and club services.
• Document member interactions, requests, concerns, and resolutions accurately.
• Partner with club and corporate teams to investigate issues and identify solutions.
• Escalate complex concerns appropriately while maintaining ownership of member communication.
• Support continuous improvement by identifying common questions, trends, and workflow opportunities.

What You'll Need to Succeed

Required Skills

• Bilingual fluency in French and English.
• Strong customer service and relationship-building skills.
• Effective bilingual (French and English) written and verbal communication.
• Ability to navigate multiple systems and technology platforms.
• Strong organization, accuracy, and follow-through.

Core Competencies

• Active listening.
• Problem solving.
• Empathy and professionalism.
• Adaptability.
• Attention to detail.
• Collaboration.

Experience

• Background in customer service, hospitality, contact center support, or a related service-focused environment.
• Comfort handling multiple conversations, requests, and priorities simultaneously while maintaining accuracy and professionalism.
• Demonstrated ability to learn and navigate new systems, software applications, and service tools.
• Commitment to continuous learning, process improvement, and delivering exceptional member experiences.

Midtown Values

• Alignment with Midtown's core values: Win together, Glass half-full, Passionate about helping others, Better than yesterday, and Kind.

How You'll Know You're Successful

• Members receive timely, accurate, and professional support.
• Requests and inquiries are resolved efficiently.
• Member feedback reflects positive service experiences.
• Documentation standards are consistently maintained.
• Escalations are appropriately managed and communicated.

Key Performance Indicators (KPIs)

• Response time.
• Resolution time.
• Member satisfaction.
• Quality assurance scores.
• Documentation accuracy.

Compensation & Benefits

Some of the benefits offered to eligible team members include:

• Complimentary individual Midtown club membership
• Associate discounts, recognition programs, and professional development support
• Medical, dental, and vision insurance where applicable
• 401(k) retirement savings plan with company match
• Paid time off and paid parental leave
• Flexible Spending Accounts
• Life, AD&D, and disability insurance
• And more

Please refer to our benefits overview for full details: https://careers.midtown.com/about-us/benefits/

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

MIDTOWN is an Equal Opportunity Employer.