The Member Services Technician, reports to the Customer and Member Services Manager. This person will perform all customer service-related initiatives ranging from responding to daily front line customer service requests via phone, email, chat and walk-ins to supporting reservations and the online store and clerical work including preparing analytical reports. This position requires the ability to provide excellent customer service to members and guests as well as a deep understanding of HOA/resort operations. This role will join a hard-working and fun team and will be expected to be a team player.

The ideal candidate is a creative problem solver, tech savvy, has a can-do attitude and is passionate about working in one of the most recreation-oriented mountain communities in the country. They are passionate about helping people and eager to help the entire Tahoe Donner team to elevate our guest services experience throughout the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide excellent customer service to all members, customers, business partners and guests.
• Work within Customer Support Software to field inquiries that come in via phone, chat, email. Help contribute to scale certain aspects of the software to help with automated processes.
• Develop an intimate knowledge of various software including customer service software (Zendesk) and Point of Sale (RPT).
• Support members and guests in online sales and reservation support as needed. Assist in troubleshooting eStore issues and reporting any technical issues to Information Technology, Marketing and impacted amenity operations.
• Understand and effectively communicate Tahoe Donner’s events, programs, policies, procedures, and regulations to owners and guests.
• Inform property owners and guests regarding schedule, cost, and any other pertinent information relating to Tahoe Donner amenities, special events, and cultural programs and cooperate with community organizations to promote community wide events and services.
• Collect fees, deposits, and cash sales. Maintain and tabulate daily cash received and remit to accounting in accordance with Association procedures.
• Classify, issue, and update property owner and guest passes in accordance with approved policy. Data Entry on Tahoe Donner’s RTP system. Update property records.
• Collaborate with Accounting, ASO, and other Member Services Office personnel on property ownership records.
• Sell retail clothing and Tahoe Donner items from office using point of sales system.
• Possess strong communication and conflict resolution skills with all customers.

QUALIFICATIONS

To perform this job satisfactorily, an individual must be able to perform each essential duty. 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.

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED).
• Requires knowledge of business letter writing and business forms; office procedures, business English including vocabulary; correct grammatical usage and punctuation; filing systems; and common office machines and their operation.
• Proficient with Microsoft Office and Windows proficiency as well as basic computer skills with the ability to multitask.
• Must have at least 1 year working in a customer service experience in a customer service environment.
• Knowledge and experience in a database, RPT or Zendesk desired, not required.