Member Services Lead

DescriptionThe Member Services Lead supports the day-to-day front desk operations by serving as a shift leader and primary point of contact during assigned hours. This role is highly hands-on, responsible for executing the team schedule, supporting team members on shift, and ensuring a consistently high level of member experience. The Lead partners with management but does not have direct responsibility for hiring, performance management, or departmental budgeting.Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.Serve as the shift leader on the front desk, ensuring smooth daily operationsCreate and manage team schedules; ensure proper shift coverage and make real-time adjustments as neededProvide on-the-floor guidance, support, and coaching to team members during shiftsAct as the first point of escalation for member questions, concerns, and service recoveryModel exceptional customer service and set the tone for the teamAssist with onboarding and training of new team members (in partnership with management)Monitor front desk operations and identify opportunities for improved efficiency and serviceCommunicate club updates, events, and expectations to team membersMaintain cleanliness and organization of the front desk and surrounding areasSupport club events and initiatives through front desk execution and member engagementMaintain regularly scheduled hours on the desk, actively working scheduled shiftsProvide last minute shift coverage as required, up to a maximum of 40 hours per weekRequirementsRequired Competencies, Education, and ExperienceHigh School diploma required; college coursework preferredPrior customer service experience requiredPrevious experience in a lead or senior team member role preferredStrong interpersonal and problem-solving skillsAbility to remain calm and solution-oriented in a fast-paced environmentStrong organizational skills, particularly around scheduling and shift coordinationProficient computer skillsPhysical Demands* Must be able to stand, walk, sit, lift, stretch, reach, and bend throughout a shift* Ability to work varied shifts including days, evenings, weekends, and holidaysCompany ExpectationsRead, sign, and abide by the policies included in the Team Member HandbookPark in team member-designated areasClub cleanliness is an all-team responsibility; assist whenever necessary in any area of the club to keep the club neat and cleanAssist with Service DaysAssist with acac programs, special events, or activities outside your departmentPromptly return messagesExhibit a positive attitude at all timesDeliver five-star service to members and guests with friendliness, direct eye contact, and a pleasant demeanor at all timesAffirmative Action/EEO statementacac is an equal opportunity employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.Other dutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.