What are the responsibilities and job description for the PT Member Engagement Specialist position at City of Germantown?
Under supervision, provides leadership and 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.
- 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.
1. May assist as assigned with various special events and programs, including advising and coordinating the Silver Sneaker program.
2. Perform other related tasks as required.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.
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.
SCHEDULE: Weekdays 12-7PM and Saturdays 8AM-5PM.
Salary : $17
