Member Services
Springfield, VA
Full-Time
Who We Are
The St. James is the premier sports, wellness, and active entertainment destination brand in the country, with a mission to maximize human potential by designing, developing and operating sports, wellness and entertainment destinations that engage, inspire and empower people to pursue their passions and be their best at play, at work and in life. Our flagship development in Springfield, Virginia features a premium health club, celebrity chef-inspired restaurant, premium med-spa, 20,000 sq. ft. active entertainment center, as well as an indoor field house with FIFA-sized field, two NHL-regulation sized ice rinks, 52-meter Olympic competition pool and much, much more. The St. James allows the whole family to pursue their passions in 30+ sports.
Our People & Culture:
At The St. James, we are in the business of human development. Our success in delivering exceptional guest experiences—experiences that engage, inspire, and delight—depends on our ability to recruit, retain, and cultivate team members who embody the true spirit of hospitality. We seek individuals who are committed to personal and organizational excellence, who are proactive and action-oriented, and who thrive in a collaborative team environment. If you have a passion for service and a dedication to continuous growth, we want you to be part of our team.
Job Description:
The Member Services Representative will be responsible for contributing to a positive member experience by providing a superior level of customer service. The St James is seeking an individual with a passion for customer service. The ideal candidate:
- Has the ability to interact in a positive and professional manner with all members, guests and co-workers.
- Can deliver world class customer service to all St. James members and guests.
- Has at least 2 years of experience in a customer support role.
- Possesses excellent business writing and oral skills.
- Is punctual, detail-oriented, and thorough.
- Is a team player who thrives in a fun, busy, sports-oriented workplace environment.
- Is a strong listener with the ability to empathize and problem solve.
Key Responsibilities:
- Greet members, prospective members, and guests with enthusiasm and professionalism.
- Respond appropriately and with urgency to a variety of inquiries via phone and email, on such topics as billing, membership status, events, and products and services.
- Follow-up on any cases that are unresolved.
- Make outreach phone calls regarding billing, member experience, or other topics.
- Research solutions and answers to questions as they arise and then relay that information back to the customers in a timely manner.
- Be a customer savvy front line of communication for the entire St James organization.
- Assist in member-related projects and other support team related duties as assigned.
Qualifications:
- High School diploma or GED required. (Some College Coursework Preferred).
- High level computer proficiency.
- Technical Support/Customer service experience. 2+ years preferred.
- Strong communication skills, both verbal and written.
- Experience using Spectrum, Club Automation, Salesforce or similar CRM system.
- Prior experience in a fast-paced environment.
- A passion for fitness and sports.
- Flexible to work full-time between 9am and 7pm Monday through Sunday, hours subject to change based on business needs.
- Must be 18 years or older.
Get to know us better:
Instagram:
@thestjames
@thestj_sports
@thestjamesperfomanceclub
This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operation of the department.
The St. James is an equal opportunity employer committed to diversity and inclusion. We welcome qualified applicants from a variety of backgrounds inclusive of their race, color, religion, sexual orientation, gender, gender identity, expression or orientation, genetic information, national origin, age, disability, or status as a disabled or Vietnam-era veteran.
