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Member Services Account Coordinator
2 months ago
POSITION SUMMARY
Membership Account Specialists play a vital role within the Member Services division. This position is essential for enhancing productivity and streamlining processes across the regional team, focusing on Member engagement and achieving revenue objectives. We seek an enthusiastic, self-motivated individual who thrives in a dynamic environment.
KEY RESPONSIBILITIES
- Assist the Regional Team of Membership Account Managers with daily reservation analytics.
- Collaborate with the Member Services Operations team to refresh department-wide reporting and Standard Operating Procedures (SOP) in SharePoint.
- Communicate professionally and promptly with Members through phone and email, clearly outlining booking opportunities and guidelines.
- Support the facilitation of the weekly Member Services Department meeting, including documentation of discussions.
- Help Members with booking, modifying, and canceling reservations.
- Manage Memberships during Account Managers' absences, including tracking usage and changes to benefits and procedures relevant to each assigned membership.
- Uphold the company's high standards of customer service in all interactions with Members.
- Be present at the office on a flexible schedule.
- Perform additional duties as assigned or updated.
QUALIFICATIONS, SKILLS, AND EXPERIENCE
- At least two years of experience in customer service, preferably in hospitality, along with a bachelor's degree or equivalent experience.
- Exceptional verbal and written communication skills.
- Strong work ethic and reliability.
- Proficient in computer and phone usage; familiarity with Microsoft Office, Outlook, Salesforce, SharePoint, and OneDrive is advantageous.
- Availability to work standard business hours, with occasional weekend shifts.
- Ability to adapt swiftly in a fast-paced environment.
- Meticulous attention to detail while managing multiple tasks.
- Professional demeanor in both internal and Member-facing interactions.
- Experience in handling difficult conversations, delivering challenging news, and negotiating effectively.
- Background in project management and meeting deadlines.
- Proactive in managing time and responsibilities.
- Commitment to the service industry and a desire to foster long-term Member relationships.
- Experience with discerning travelers and affluent clientele is a plus.
- Proficiency in a secondary language is beneficial.