Coordinator - Membership

SUMMARY

Mission Statement: To maximize satisfaction, desirability, value and distinction of Membership in Ocean Reef Club by providing unsurpassed value, excellence and quality in all services and facilities. Membership Coordinator is responsible to support all membership services under the supervision of the Director of Membership. This individual will perform the day to day operations of the office, from printing member cards, updating reports, answer member questions, assisting with statement questions including disputes, processing applications to updating reports and ensure records are kept accurately. We are open seven days a week, including holidays and attending member engagement events is also required.  

QUALIFICATIONS     

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Club, Hospitality and/or Customer Service experience
• Strong interpersonal communication skills, written and verbal (English required)
• Computer skills: MS Word, Excel, PowerPoint; Hubspot, Visual One (helpful but not required)
• Competent and creative problem-solving skills; ownership, respect & care being used
• Display loyalty, dependability, good judgement, organization, cheerful disposition

ESSENTIAL DUTIES AND RESPONSIBILITIES

In addition to the following duties and responsibilities, other duties may be assigned:

• Greet all members, guests & fellow associates in a positive and energetic manner
• Provide Membership information to potential applicants; update Hubspot
• Displays high levels of patience, tact and diplomacy in all interactions
• Cross-train within department as well as across departments to ensure individual Club knowledge & Culture is sustained
• Process Membership applications
• Process member cards & cards for employees of Members
• Coordinate member engagement events
• Write letters of introduction for members to visit Affiliate Clubs   
• Send welcome email to members (Equity, Social, Legacy)
• Schedule & conduct New Member Orientations (all categories)
• Accept member payments
• Review sponsorship forms when they are flagged
• Attend member events as required
• Maintain positive relationships at the Club, across departments
• Answer incoming phone calls, courteously and assist in answering questions, resolving situations; average 100-150 calls per day (3,000-4,500 a month)
• Share member feedback to address/resolve situations using good judgement
• Greet and assist all who come to the Membership office
• Complete scanning of documents to member files
• Complete assignments for annual Dues Renewal
• Examples, call campaigns, Resignation letters, provide list (monthly) to accounting of members who opted out of voluntary charges
• Understand the Club By-Laws, Rules, Regulations & Policies to educate/enforce
• Provide notes in Member profiles as applicable
• Upon request make updates to member profiles/teach members over the phone or in person how to make these changes themselves.
• Support fellow departments as necessary (Labels for the Bag room open as an example)
• Keep accurate member records & provide monthly reports
• As example, 59 Day Rule, Unprotected Properties, Guest Reports
• Assist with the annual waitlist activation; duties as assigned
• Complete member conversions as directed
• Complete records/data audits as assigned
• Hubspot monthly reports

EDUCATION AND/OR EXPERIENCE    

High school diploma required. College degree preferred. One or more years experience in private club or customer service desired. A combination of education, training and experience that provides equivalent knowledge, skills and abilities is acceptable.

LANGUAGE

Must be able to comprehend the English language and demonstrate the ability to express and exchange ideas through oral and written communication and convey detailed and/or important instructions accurately, loudly and/or quickly.

MATHEMATICAL SKILLS

Basic arithmetic skills are required.

REASONING ABILITY

Must be able to set priorities and possess the ability to meet deadlines and exercise initiative within department guidelines.

PHYSICAL DEMANDS

The physical demands described here are represe