Member Services Associate - Berkeley Office

$62,400 - $62,400/Yr

Touchstone Climbing - Berkeley, CA

Full-time - Entry Level

Berkeley, CA

11-50 employees

Amusement, Gambling, and Recreation Industries

About the position

The Member Services Associate plays a crucial role in the Member Services team at Touchstone Climbing, focusing on delivering exceptional service and building strong relationships with members and the community. This position serves as the primary contact for membership and customer service inquiries, ensuring effective communication and accurate database management to uphold the high standards of the organization.

Responsibilities

• Find and create creative solutions for customer service needs while honoring the customer service philosophy.
• Maintain customer service excellence and customer expectations while upholding Touchstone Climbing's customer service philosophy.
• Maintain company inboxes and ticket system.
• Work collaboratively and efficiently with the Member Services Department.
• Update and maintain RPHQ databases from customer records to memberships, calendars, etc.
• Assist in project-based assignments.
• Complete reporting and maintenance projects for all databases.
• Update and maintain Redpoint HQ (RPHQ) tutorials and guides.
• Assist with basic RPHQ questions from staff and management.
• Process pre-billing reports, issue late fees, process refunds, assist with chargebacks.
• Assist with Access to Climbing: informing customers and assisting managers.
• Assist with Financial Support Memberships (FIN): informing customers, assisting managers, and completing interviews.

Requirements

• Strong communication skills.
• Customer service experience, preferably in a member service or similar role.
• Creativity and problem-solving skills.
• Detail-oriented and organized, with the ability to manage database systems accurately.
• Team player, enthusiastic about working collaboratively across departments.
• Tech-savvy and comfortable using computers and software for administrative tasks.
• Ability to work at multiple locations in the region, primarily at the Berkeley office.
• Courteous, professional, open, and receptive to constructive feedback.
• Enjoys learning new skills and is comfortable with the unknown.

Benefits

• Competitive pay starting at $30.00 per hour.
• Outstanding benefits including free gym membership and other perks.