Soho Support Coordinator - Membership

The Role…

This is an exciting time to be joining our customer service team which we call the Soho Support Team (SST), with new house openings across NA. As such, the Coordinator will report into the Soho Support Manager for Membership, and will be responsible for delivering a first class service to our members throughout North America, whilst adhering to departmental SLA's. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience.

Main Duties...

• To be an enthusiastic first point of contact for Soho House member queries via telephone and email. Responding to these queries in a timely manner and adhering to the departments SLA's.
• Offering a pro-active service to our diverse membership through telephone and email. Duties including but not limited to membership administration and club and restaurant enquiries.
• Use our Salesforce, GEM and Open Table database to create, look up and update records for current and potential members.- bookings
• Set up new member and member renewal payments via credit card, Direct Debit, Sepa and the occasional bank transfer payment, ensuring all transactions are handled accurately and as per company/legal guidelines.
• You will be part of a team responsible for the general administration of our North America houses (and future house openings). Along with table reservations and event queries for US properties.
• Responsibility for amending, pausing, transferring and upgrading memberships, ensuring compliance with the appropriate Terms & Conditions.
• Supporting other departments with information requests etc.
• Plus any ad-hoc projects given by the Head of Support / Soho Support Manager

Requirements / Qualifications...

• At least one year of customer facing experience, preferably in a membership environment.
• Experience in working to personal and departmental targets, SLA and KPIs
• An enthusiasm for providing first class customer service is a must.
• Experience of working with Salesforce/ CRM System and Open Table.
• Experience of communicating in a friendly but professional manner in fluent English.
• Experience of working in a fast-paced team environment.
• Excellent verbal & written communication skills in English.
• Will have a passion for customer service and enjoy elevating the customers' experience through knowledge, empathy and attention to detail.
• You will have a professional telephone manner and strong written correspondence skills.
• IT proficiency including Microsoft Office packages and accuracy in data entry with excellent attention to detail.
• Highly motivated, adaptable and able to demonstrate a willingness to learn & progress.

We Have The Perks...

Soho House offers competitive compensation packages that feature global benefits and perks. We pride ourselves on our training to development options for the technical and managerial skills necessary to grow a career.

The Basics:

• Medical, Dental and Vision Health Care Coverage
• 401K with company match
• Paid Time Off (Sick, Vacation, Personal and Volunteer Days)
• Pet Insurance
• Brand Discounts: Membership, Hotel, Restaurant, Soho Home and Cowshed Spa
• Paid Parental Leave (12-26 weeks, pending tenure)
• Rate - Starting at $20 per hour

The Extras:

• Soho Impact: mentoring, apprenticeship, local outreach and sustainability programs
• Learning & Development: An extensive range of courses for all employees
• Cookhouse & House Tonic: Monthly trips, trainings and events for all employees