Lead Member Engagement Specialist

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

GENERAL DEFINITION OF WORK:

Under supervision of the Member Sales & Services Manager, 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.

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. As a mission-driven, values-centered organization, the expectation for City leaders is to model ‘The Germantown Way’ at all times for those they influence and interact with daily.

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 club app/website, 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.
• Assist with onboarding, training and ongoing guidance and training to front-line operational staff, ensuring staff are adhering to the Club’s policies and procedures and assisting management with compliance and ongoing skills audits for frontline and café staff.
• Complete daily reporting checklist, verify and approve reconciled cash drawer after each shift and assist business office in maintaining and reconciling member accounts and assisting with daily cash reports when necessary.
• Cross train to occasionally support concessions, inventory, onboarding and reporting as they relate to Club operations.
• Approve membership agreements, change requests and guest pass renewals.
• 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, ion select nights/weekends.
• 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 or equivalent, 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 within 90 days of hire.

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. Work schedule is assigned Monday through Friday, 9:00 am to 6pm with occasional Saturday/evening shifts required.

FLEXIBLE WORK ELIGIBILITY: No