Member Services Specialist

About the role

The City of Pearland, TX is seeking to hire a Member Services Specialist to lead and improve aspects of the day-to-day operations of our Parks and Recreation department. Are you a dynamic and caring leader? Are you results-oriented? Could you excel in a fast-paced environment? If so, you may be perfect for this position!

Pearland is one of the fastest growing cities in Texas due to affordable housing, outstanding schools, safe neighborhoods, and superb quality of life. Ranked as one of the top ten safest cities in Texas, Pearland residents know their families are safe and secure in the community and surrounding areas. Our close proximity to Houston, just a short 20-minute drive to downtown, allows residents to experience all the city has to offer including professional sports, world-class cultural amenities, and recreation. Employees of the City of Pearland use multi-directional communication and cross-functional teams to promote a greater understanding of the organization by employees at all levels. We have created a culture of continuous learning that encourages and supports employee development and growth. Our work environment is one where innovation is not only supported but encouraged.

The purpose of this position within the organization is to provide exceptional front-line service at the Pearland Recreation Center & Natatorium that enhances citizen, member, and guest experience. This position ensures accurate and efficient processing of memberships, program registrations, facility rentals, and related transactions while providing clear, friendly, and solution-focused customer service. This class works under close supervision according to set procedures.

Responsibilities

• Provide high-quality customer service, membership sales, and program registration in person and over the phone.
• Acts as Manager-on-Duty when assigned, including evenings, weekends, and holidays.
• Serve as the primary point of contact for escalated customer concerns. Respond, troubleshoot, and support citizen needs professionally and efficiently.
• Identify and escalate inquiry trends to relevant staff for departmental awareness and resolution.
• Process membership cancellations in accordance with City policies and procedures.
• Approve membership and program exceptions when appropriate and document decisions in accordance with City and Department policies.
• Manage third-party membership transactions including sales, reconciliations, and reporting as applicable.
• Track and process Financial Assistance requests, as approved and awarded by department administration.
• Run reports on utilized Financial Assistance and prepare invoices for the Forever Parks Foundation for reimbursement.
• Maintain and update RCN Membership Logs for New City Employees.
• Print and distribute membership key tags for Knapp Activity Center and Pearland RCN.
• Support membership promotions, tours, sales, and retention efforts.
• Coordinate West Pearland Community Center, outdoor pavilion, and small-scale Pearland RCN rentals.
• Ensure rental and programming spaces are set up and ready