What are the responsibilities and job description for the Soho Support Coordinator - Membership - Soho Beach House Miami (Remote/Miami Based and Seasonal) position at Soho House & Co?
The Role…
This is an exciting time to be joining our customer service team which we call the Soho Support Team (SST). As such, the Coordinator will report into the Soho Support Manager for Membership, and will be responsible for delivering a first class service to our members globally, whilst adhering to departmental SLA’s. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience.
Main Duties...
This is an exciting time to be joining our customer service team which we call the Soho Support Team (SST). As such, the Coordinator will report into the Soho Support Manager for Membership, and will be responsible for delivering a first class service to our members globally, whilst adhering to departmental SLA’s. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience.
Main Duties...
- To be an enthusiastic first point of contact for Soho House member queries via telephone and email. Responding to these queries in a timely manner and adhering to the departments SLA’s.
- Offering a pro-active service to our diverse membership through telephone and email. Duties including but not limited to membership administration and club and restaurant enquiries.
- Use our Salesforce database to create, look up and update records for current and potential members and bookings.
- Set up new member and member renewal payments via credit card, Direct Debit, ACH and the occasional bank transfer payment, ensuring all transactions are handled accurately and as per company/legal guidelines.
- You will be part of a team responsible for the general administration of our houses globally (and future house openings). Along with table reservations and event queries for US properties.
- Responsibility for amending, pausing, transferring and upgrading memberships, ensuring compliance with the appropriate Terms & Conditions.
- Supporting other departments with information requests etc.
- Plus any ad-hoc projects given by the Head of Support / Soho Support Manager
- At least one year of customer facing experience, preferably in a membership environment.
- Experience in working to personal and departmental targets, SLA and KPIs
- An enthusiasm for providing first class customer service is a must.
- Experience of working with Salesforce/ CRM System and Open Table.
- Experience of communicating in a friendly but professional manner in fluent English.
- Experience of working in a fast-paced team environment.
- Excellent verbal & written communication skills in English.
- Will have a passion for customer service and enjoy elevating the customers' experience through knowledge, empathy and attention to detail.
- You will have a professional telephone manner and strong written correspondence skills.
- IT proficiency including Microsoft Office packages and accuracy in data entry with excellent attention to detail.
- Highly motivated, adaptable and able to demonstrate a willingness to learn & progress.