Member Specialist

About the Role

Provides member service, maintains checkout and entrance/exit areas, resolves member issues, promotes products/services, and assists with self-service technology.

Key Responsibilities

• Acknowledge members, verify membership cards, and identify member needs.
• Assist members with purchasing decisions and locating merchandise.
• Process member purchases, including payments, returns, refunds, and exchanges according to company policies.
• Provide guidance and support to members regarding self-service technology.
• Maintain the checkout area, arranging and organizing merchandise, and zoning the area.
• Follow company safety standards, procedures, and guidelines, including conducting safety sweeps and correcting/reporting unsafe situations.
• Follow proper procedures for handling merchandise and identifying shrink and damages.
• Assist with securing and safeguarding company assets by observing and communicating potential criminal activity.
• Maintain paperwork, logs, and other required documentation.
• Execute emergency response procedures and ensure compliance with company security and safety practices.
• Assist with the training of Member Frontline Services associates on company processes, procedures, new technology, and program rollouts.
• Drive continuous improvements and utilize new technologies and skills.
• Embrace differences in people, cultures, ideas, and experiences; create a workplace where associates feel seen, supported, and connected.
• Work as a team, build strong and trusting relationships, and communicate with impact, energy, and positivity.
• Help, develop, and mentor others; recognize others’ contributions and accomplishments.
• Maintain and promote the highest standards of integrity, ethics, and compliance.
• Act in a selfless manner and be humble, self-aware, honest, fair, and transparent.
• Deliver results while putting the customer first.
• Make decisions based on reliable information, balance short- and long-term priorities, and consider the impact of work on the team.
• Display curiosity and a desire to learn; take calculated risks; demonstrate courage and resilience.

Requirements & Tech Stack

• Retail experience
• Operating front-end equipment (e.g., cash register)
• Working with mobile retail applications

Qualifications

• Experience with cash handling, returns, and exchanges.
• Knowledge of company policies and procedures related to membership, payments, returns, refunds, and exchanges.
• Ability to follow company safety standards, procedures, and guidelines.
• Ability to identify and report unsafe situations.
• Ability to handle merchandise correctly.
• Ability to maintain paperwork, logs, and documentation.
• Ability to execute emergency response procedures.
• Ability to ensure compliance with company security and safety practices.
• Ability to assist with training and teaching new technology.
• Ability to drive continuous improvement.
• Ability to work as part of a team.
• Ability to communicate effectively.
• Ability to maintain integrity, ethics, and compliance.
• Ability to make decisions based on reliable information.
• Desire to learn and adapt to change.