About the Role
Part-Time (Hourly Flexible Schedule Required) In this role, you'll serve as a primary point of contact for members, homeowners, and guests, delivering warm, responsive, and professional service across every interaction enhancing the member, homeowner, and staff experience through outstanding customer service and clear communication.
This role is responsible for answering and directing incoming calls, resolving or escalating member concerns, scheduling reservations, and supporting the day-to-day operations of the TNG Cares Resource Center.
The ideal candidate is patient, personable, and detail-oriented, with the judgment to know when an issue needs a quick answer and when it needs to be routed to a department manager.
Essential Job Functions Phone Reception & Customer Service Response
Answer, direct, and log all incoming calls from members, homeowners, and guests, providing prompt follow-through on every request
Respond to inquiries via phone, email, and chat in a timely, professional, and on-brand manner
Provide accurate, up-to-date information about the Club, amenities, and member events
Acknowledge and empathize with all customer service concerns, setting a calm and welcoming tone
Issue Resolution & Follow-Up Tracking
Log all issues and requests, routing to the appropriate department manager and copying the TNG Cares Supervisor
Track open issues to ensure timely follow-up, resolution, or escalation
Maintain and grow the TNG Cares FAQ and knowledge base to speed up future responses
Reservations & Scheduling
Make member dining and event reservations accurately and confirm details with members
Coordinate with F&B, Events, Golf, and Racquets to confirm availability before booking
Cross-Departmental Coordination
Work closely with all departments to ensure a seamless, consistent service experience when executing member requests
Support the TNG Cares Resource Center by fielding partner and homeowner inquiries as needed
Communicate recurring issues or trends to the TNG