Part Time Member Engagement Specialist

About the role

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. 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.

Schedule

Monday-Friday 2-7PM and some weekends

Responsibilities

• 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.