Club Member Services Representative

Club Member Services Representative

The Representative will provide the highest level of customer service and professionalism for cardholders/customers. They will assist card holders with various tasks such as making restaurant reservations, arranging for personal and business services, recommending entertainment, booking ground transportation, procurement of tickets for recreation and entertainment, and assisting with various domestic or international travel arrangements and tours.  Representatives will need to have excellent written and verbal communication skills.  This position reports to a Team Supervisor.

Tasks and Responsibilities

1. Provides standard  services for card holders including: Travel, Dining and Entertainment, Events and Value Offers, and Gift Purchasing.

2. Takes other call types as needed.

3. Manages multiple requests in different locations. 

4. Suggests best practices, changes to process and procedure to improve customer satisfaction and production.

5. Provides creative solutions to help customers with memorable experiences.

6. Maintains thorough and accurate documentation.

7. Provides excellent service, follow up and is able to digest facts and produce workable plans.

8. Asks open ended, probing questions to gain valuable information about our customer to provide a positive experience.

9. Uses active listening to ensure we go above the customer’s needs.

10. Identifies opportunities to turn dissatisfied customers into happy customers.

11. Accurately enters customer’s information, as well as creates accurate customer-facing documents.

12. Follows company and client guidelines and procedures.

13. All other tasks assigned.

Minimum Qualifications

1. Has a four year College Degree, or is in the process of completing a Bachelor’s Degree.

2. Has outstanding verbal and written communication skills.

3. Displays an above average ability to use technology as a tool.

4. Demonstrates resourceful and creative problem solving.

5. Is organized, thorough and detailed.

6. Maintains a professional persona.

7. Displays a genuine interest in fine dining, travel and/or entertainment.

8. Considers themselves a lifetime learner that always wants to know more about their work (travel, dining, entertainment, etc.).

9. Demonstrates a natural ability to build relationships quickly and relate to all types of customers.

10. Shows an ability to separate personal emotions from the extravagant lifestyles of some of our customers.

11. Requires the ability to navigate a computerized data entry system or other relevant applications.

12. Understands customer emotions and how to handle different personalities.

13. Able to manage their own workload and multi-task in a fast paced environment.

14. Has a strong attention to detail and accuracy.

15. This position requires a demonstrated proficiency in the following: customer service, problem solving and teamwork.

Desired Qualifications

1.     Familiarity with booking domestic travel and setting up entertainment.

2.     Familiarity in the hospitality industry experience in dining, lodging or other related fields.

3.     International travel experiences.

4.     6 months-1 year experience in a general office, customer service or sales role.

5.     Pro-active approach to process improvement.

6.     Expertise in order entry and transaction processes.