Member Services Associate

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Full Time Pocono Lake, PA, US

Job Title: Member Services/ Rental Services Associate
Department:Member Services (Admin Services)

Reports To:

Director of Member Services/ Member Services Supervisor
FLSA Status:Non-Exempt

Education: High School Diploma or equivalent required.

Experience: Previous customer service, administrative, or office support experience preferred. Experience in a community association, hospitality, or member‑focused environment is a plus.

Work Schedule: Full-time; schedule determined by operational needs. Evening, weekend, holiday, and seasonal availability required.

Position Summary

The Member and Rental Services Associate serve as the primary point of contact for members, guests, and residents. This position is a dual role with responsibilities for providing accurate information, processing transactions, supporting rental and access control operations, and delivering consistent, high-quality customer service experience. A primary point of contact for members, guests, and residents regarding community rentals and related services.

Responsible for providing accurate information, processing rental transactions, coordinating access and use of rental facilities, and delivering consistent, high-quality customer service experience. The Associate plays a key role in ensuring rental policies, schedules, and procedures are followed while maintaining a welcoming and professional environment.

Essential Duties and Responsibilities

• Greet members, guests, and vendors in person and by phone in a professional and courteous manner.
• Provide accurate information regarding community rules, amenities, programs, and services.
• Process member transactions, including rentals, passes, permits, and payments, in accordance with established procedures.
• Support daily operations of Member Services, Rental Services, and Access Control as assigned.
• Enforce community rules and regulations consistently and respectfully.
• Operate point-of-sale, access control, and internal software systems accurately.
• Maintain records, logs, and documentation related to member services activities.
• Assist with cash handling and follow proper cash handling and deposit procedures.
• Maintain a clean, organized, and professional front office environment.
• Wear required uniform and adhered to appearance and conduct standards.
• Escalate member concerns or issues to the Member Services Supervisor as appropriate.
• Perform other related duties as assigned to support departmental operations.

Required Knowledge, Skills, and Abilities

• Strong customer service and interpersonal skills.
• Clear verbal and written communication abilities.
• Attention to detail and accuracy in transactional work.
• Ability to follow policies, procedures, and instructions consistently.
• Basic computer proficiency, including familiarity with Microsoft Office or similar software.
• Ability to remain professional and calm in high‑volume or challenging situations.
• Ability to work effectively as part of a team.

Physical Requirements

• Prolonged periods of sitting or standing at a counter or desk.
• Ability to move throughout administrative and community facilities as required.
• Ability to lift, push/pull, move at minimum 50 lbs.

Employee Acknowledgement

I acknowledge that I have received and reviewed the job description for the position of Member Services Associate. I understand the duties, responsibilities, qualifications, and expectations outlined above. I understand that this job description is not intended to be an exhaustive list of duties and that the organization may revise this description at any time. This job description does not constitute a contract of employment, and employment may be terminated at any time by either the employee or the employer.