TNG Cares Specialist /Customer Service Representative

TNG Cares Specialist / Customer Service Representative

Reports To: TNG Cares Supervisor

Status: Part-Time (Hourly – Flexible Schedule Required)

The TNG Cares Specialist serves as a primary point of contact for members, homeowners, and guests, delivering warm, responsive, and professional service across every interaction — enhancing the member, homeowner, and staff experience through

outstanding customer service and clear communication.

This role is responsible for answering and directing incoming calls, resolving or escalating member concerns, scheduling reservations, and supporting the day-to-day operations of the TNG Cares Resource Center.

The ideal candidate is patient, personable, and detail-oriented, with the judgment to know when an issue needs a quick answer and when it needs to be routed to a department manager.

Essential Job Functions

Phone Reception & Customer Service Response

• Answer, direct, and log all incoming calls from members, homeowners, and guests, providing prompt follow-through on every request

• Respond to inquiries via phone, email, and chat in a timely, professional, and on-brand manner

• Provide accurate, up-to-date information about the Club, amenities, and member events

• Acknowledge and empathize with all customer service concerns, setting a calm and welcoming tone

Issue Resolution & Follow-Up Tracking

• Log all issues and requests, routing to the appropriate department manager and copying the TNG Cares Supervisor

• Track open issues to ensure timely follow-up, resolution, or escalation

• Maintain and grow the TNG Cares FAQ and knowledge base to speed up future responses

Reservations & Scheduling

• Make member dining and event reservations accurately and confirm details with members

• Coordinate with F&B, Events, Golf, and Racquets to confirm availability before booking

Cross-Departmental Coordination

• Work closely with all departments to ensure a seamless, consistent service experience when executing member requests

• Support the TNG Cares Resource Center by fielding partner and homeowner inquiries as needed

• Communicate recurring issues or trends to the TNG Cares Supervisor for process improvement

Qualifications

• High school diploma or equivalent

• At least six months of prior hospitality, customer service, or telephone experience

• Outgoing, well-spoken, and comfortable interacting verbally with members, homeowners, and guests

• Responsible, dependable, patient, and courteous with members, guests, and co-workers

• Experience with Word, Excel, and email, with a willingness to learn Club systems such as ClubEssential and Monday.com

• Must be able to work a flexible schedule, including weekends, as business needs require

Key Attributes

• Warm, welcoming, and genuinely service-minded

• Calm and composed under pressure

• Strong listener with excellent verbal and written communication

• Detail-oriented and organized

• Trustworthy with sensitive member and homeowner information

• Proactive — flags patterns and problems before they grow

Performance Expectations & KPIs

Success in this role will be measured by:

• Prompt, accurate handling of incoming calls, emails, and chat inquiries

• Consistent, complete issue logging with appropriate routing and follow-up

• Positive member and homeowner feedback on service interactions

• Accuracy of dining and event reservations

• Timely escalation of unresolved or recurring issues to the TNG Cares Supervisor

Schedule Expectations

Expected hours: 15 per week, including weekend availability

• Flexible schedule required, including some evenings, weekends, and holidays as business needs require

• Hours may vary based on Club operations and seasonal programming

• In-person role based in Gallatin, TN