Part Time Member Engagement Specialist

City of Germantown, TN; Germantown (TN); On-site; USD 19,000 - 25,000; Part time

Job summary

The City of Germantown is seeking a front-line customer service advocate to support members, guests and staff in the Germantown club.

Under supervision, you will assist with check-in, café operations, membership processing, and resolving member questions, with an emphasis on friendly, proactive service and teamwork. This role requires Monday–Friday 2-7PM with occasional weekends.

Qualifications

• High School graduate and two years customer service experience; or any combination of education, training, and experience providing the knowledge, skills, and abilities necessary to perform essential job functions.
• Special Requirements: CPR/AED Certified or ability to obtain.

Responsibilities

• Act as team lead for front-line operations including check-in, café, customer service and member questions and concerns.
• Respond promptly to member service issues, including billing questions and guest passes.
• Use club software to enter and process membership information and payments.
• Greet and assist guests and members with information on club programs and policies.
• Lead issues that fall between front-line staff and club management and resolve them effectively.
• Support front-line staff during peak times, including selling memberships and giving tours.
• Provide training to front-line staff on policies and procedures.
• Verify and reconcile cash drawer after each shift and assist in member accounts.
• Approve membership contracts and change requests.
• Contribute to the safety, comfort and cleanliness of the facility.
• Be punctual and meet performance requirements; may assist in opening/closing as needed.

Skills

Customer service

Sales techniques

Interpersonal communication

Multi-tasking

Team leadership

Problem solving

Education

High School diploma

Tools

Club software

Job description

The City of Germantown is an Equal Opportunity Employer committed to an alcohol/drug-free workplace and to providing equal opportunities regardless of race, sex, color, religion, national origin, age or disability.

Organizational Accountability

City of Germantown public servants exist, first and foremost, to protect and enhance the quality of life of those we serve; every position on the Germantown team has a shared responsibility and accountability to fulfill this purpose. Through the constant alignment of individual actions, behaviors and performance with our organization’s values system, Germantown public servants demonstrate a steadfast commitment to our greater mission of Excellence. Every day. The expectation for senior leaders is to model The Germantown Way at all times for those they influence and interact with daily.

Description

Under supervision, provides support to front-line customer service staff; including check-in, club café, and customer service. Acts as a Club advocate for members, guests and support staff using proactive problem solving, multi-tasking and excellent customer service. Requires an outgoing, upbeat and compassionate personality.

Monday-Friday 2-7PM and some weekends

Examples of Duties

Essential Job Functions

• Act as team lead for all front-line operations including, check in, café, customer service and member questions and concerns.
• Attentively and promptly respond to member service issues, including lost and found items, locker needs, new membership cards, guest passes, and questions regarding billing and payments.
• Use specialized club software to enter and process membership information, including new memberships, membership cancellations, and membership add-ons, change of address, electronic fund transfers, and payments.
• Greet and assist guests and members in a friendly and professional manner, providing information on club programs, events, rules and policies.
• Be the lead team member for customer issues that fall between front-line staff and club management, resolving those issues effectively, efficiently and empathically.
• Assist with front-line staff during busy times to ensure smooth member experience and work flow. This includes; selling memberships and club programming to prospective members, providing tours of the facility during peak hours, performing point-of-sale transactions, checking in as well as working in café.
• Provide guidance and training to front-line operational staff, ensuring staff are adhering to the Club's policies and procedures.
• Verify and approve reconciled cash drawer after each shift and assist business office in maintaining and reconciling member accounts.
• Approve membership contracts and change requests.
• Participate in the overall safety, comfort and cleanliness of facility.
• Must be punctual and timely in meeting all job performance requirements, including but not limited to, attendance, tardiness standards and work deadlines.
• May be responsible for or provide assistance in opening and closing the facility as schedule demands.

Other Job Functions

• May assist as assigned with various special events and programs, including advising and coordinating the Silver Sneaker program.
• Perform other related tasks as required.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of facility member services, programs and facility rules and regulations.
• Ability to lead the front-line customer service team on resolving member issues and concerns.
• Knowledge of basic sales techniques.
• Skill in using a personal computer and ability to learn specialized club software.
• Excellent inter-personal communication skills.
• Ability to initiate, develop and maintain positive relationships with all members and guests.
• Ability to articulate extensive knowledge of The Club's programs, services, products, policies, rules and regulations.
• Ability to demonstrate positive attitude and professionalism to internal and external customers at all times.
• Ability to multi-task and learn quickly, and remain resilient in a fast-paced environment.
• Ability to enforce club rules and regulations firmly and tactfully for both members and staff.
• Ability to work as a team member.
• Ability to work hours that meet the general needs of the club operations.
• Physical ability to perform essential job duties.

Requirements

EDUCATION AND EXPERIENCE

High School graduate, and two years customer service experience; or any combination of education, training, and experience providing the knowledge, skills, and abilities necessary to perform essential job functions.

Special Requirements: CPR/AED Certified or ability to obtain.

WORKING CONDITIONS

Work takes place in a busy front desk environment. Work involves extensive interaction with customers in person and on the phone. Must deal with peak work load periods and frequent interruptions.

Monday-Friday 2-7PM and some weekends