Member Relations Counselor (59704)

About the role

Serves as a member advocate when researching, responding to, or interpreting company procedures or policies with the goal of delighting our valuable members. The nature of these interactions can be highly sensitive and require patience and special handling.

Responsibilities

• For bilingual roles, all responsibilities must be able to be completed in both English and target language.
• Address formalized complaints from all areas of the Club, encompassing a range of situations that members encounter both from a sales and service aspect.
• Meets local and national quality standards for the timely acknowledgement and resolution of complaints.
• Determines reimbursements in accordance with established policies.
• Maintains accurate logs of workflow, records of member complaints, and station complaint book.
• Keeps abreast of new programs, changes in current programs, and/or changes in existing policies and procedures.