Member Service Representative

Job Title: Membership Services Representative Reports To: General Manager FLSA Status: Hourly Status: Part-Time Department: Retail Location: Akwesasne, NY Company Overview Tarbell Management Group (TMG) is a proud Mohawk family-owned enterprise dedicated to its mission of empowering economic sovereignty for Tribal Nations and trusted partners. TMG has grown from a small local business into a diversified organization serving Indian Country and beyond, with operations spanning petroleum wholesale and transportation, convenience and restaurant services, tobacco manufacturing, brand management and national distribution and shared services. Our Core Values TMG offers a competitive total rewards package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off, Holidays, telemedicine access, optional Aflac coverage, and other employee benefits that support work-life balance and well-being. JOB SUMMARY: As a Member Services Representative, you are a key part of the Heart to Heart team and are expected to uphold the standards outlined in the job description and employee manual while ensuring that customers remain our top priority. As a representative of TMG, you are expected to embody our missionseizing opportunity, leading with passion, and striving to be the best in all that you do. In this role, you are responsible for delivering prompt, efficient, and friendly customer service both in person and over the phone. You help promote a professional and welcoming center environment, maintain a working knowledge of all facility operations, and support the overall functioning of the center. This includes addressing and resolving customer questions, concerns, and complaints. Additionally, the Member Services Representative assumes the responsibilities of Manager-On-Duty when required, ensuring smooth and effective operations throughout the facility. Key Responsibilities: Greet members and follow all check-in procedures.Answer inquiries, direct calls, and take accurate messages.Handle member service needs (lost/found, cards, address updates, EFT changes, billing questions) and log concerns.Log and secure lost-and-found items.Keep the front desk, lobby, Recharge Bar, weight/cardio rooms clean and organized.Check locker rooms and coffee area at least three times per shift.Perform safety checks throughout shift.Re-rack equipment and weights.Log facility, equipment, and janitorial issues.Complete all assigned cleaning tasks.Stay updated on club communications.Ensure forms and paperwork are stocked, completed, and processed correctly.Track front desk and Recharge Bar inventory; report low supplies to GM.Complete monthly inventory on the 1st.Follow opening and closing procedures.Support leagues, programs, and challenges.Complete front desk checklist every shift.Oversee facility operations when management is absent.Assist GM, trainers, and instructors with admin or custodial tasks.Maintain confidentiality.Collect payments, make change, reconcile cash drawer.Prepare shakes according to Recharge Bar standards.Upsell products and services.Provide excellent customer service and maintain strong communication skills.Distribute recreation equipment and answer patron questions.Interact professionally with members, staff, and the public.Perform clerical duties (calls, messages, data entry, word processing).Perform basic custodial tasks as needed.Assist with activities and special events.Perform other related duties as assigned QUALIFICATIONS: Prefer 1+ years of sales/customer service experience with proven ability in a retail, recreation, educational or fitness setting.Candidates should be able to possess excellent communication, time management and organizational skills.Must have the capability to review written documents for accuracy and completeness.Ambition, drive, honesty, enthusiasm, energy, personal integrity and a passion for the fitness industry are all qualities that are imperative for success in this position.Must have the capability to use a computer to prepare required/requested correspondence, reports, memorandums, and other documentation as necessary. Physical Requirements Ability to stand for extended periods (up to an entire shift when needed).Frequent walking throughout the facility, including locker rooms, lobby, fitness areas, and studios.Ability to lift, move, and carry items up to 2550 lbs. (e.g., equipment, weights, supplies, boxes, shake ingredients).Frequent bending, reaching, and crouching for cleaning tasks, re-racking weights, or retrieving items.Ability to operate standard office equipment (computer, phone, printer, point-of-sale system).Use of hands for repetitive tasks such as typing, data entry, and preparing shakes.Visual and auditory ability to interact safely with members, monitor the facility, and respond to issues.Ability to work in a fast-paced environment, multitasking while maintaining accuracy and customer service standards.Ability to tolerate typical gym environments, including noise, music, and exposure to cleaning chemicals.