Member Service Coordinator

**Member Service Coordinator**:
$24 ph
Full-time
This is a 3-month contract position covering a leave of absence with the possibility of extension.
**Who You Are**:
You are the vibe and heartbeat of KWENCH. You are the first smile people see, the connector of humans, the calm in the chaos. You are an uber organiser and love building systems to ensure the club is running smoothly and providing a high level of service for all members and guests.
You genuinely love people. You remember their names, stories, dogs, and quirks.. You notice when someone’s new or feeling a little out of place, and you make them feel like they belong.
You listen closely to what members need, notice what would make their day easier or better, and create experiences or little touches of convenience that make an ordinary day memorable.
**Who We Are**:
KWENCH is a premium multi-service work and culture club that provides individuals and businesses with office space, conference rooms, fitness facilities, creative studios, events, learning, community, and food all under one roof. Thus, members can conveniently engage in experiences that support a happy, curious, and connected lifestyle.
**Key Responsibilities**:
Member & Guests' Experience
- Oversee reception duties, handling member inquiries and ensuring an outstanding member experience.
- Greet members and guests with warmth and authenticity, creating an inclusive and welcoming environment.
- Address member-related issues promptly and efficiently, ensuring high satisfaction.
- Actively listen to member feedback, conveying suggestions to the team for further discussion.
- Provide bartending services to members when required.
- Communicate updates about the club, events, and closures to members regularly.
- Lead and support the Member Services team, ensuring they adhere to guidelines and procedures for tours, bookings, events, and general administration.

Facility & Boardroom Management
- Notify the Club Manager of any maintenance issues
- Manage boardroom bookings, process payments, and ensure smooth set-up and tear-down for all reservations.
- Oversee office, coffee, and maintenance supply orders to ensure the club remains stocked and functional.
- Ensure the club is always clean, presentable, and compliant with health and safety guidelines.
- Take responsibility for opening and/or closing the club, ensuring all security protocols are followed.

Operations & Administration
- Support onboarding of new members, including invoicing and accounts receivable follow-up.
- Arrange and conduct all tours and orientations.
- Communicate effectively with VA to ensure memberships are up-to-date and payments are being processed correctly.

Team Collaboration
- Work closely with the Member Services and Events teams to ensure seamless communication and collaboration.
- Lead by example in creating a warm, welcoming, and inclusive culture within the club.
- Be a proactive problem solver, bringing solutions — not just problems — to the table.
- Support training and onboarding of new front-of-house team members as needed.

Sales, Retention & Growth
- Drive sales of memberships and boardroom sales to meet or exceed monthly targets.
- Drive new member sales — proactively follow up with leads, give tours, and close deals.
- Grow boardroom and event bookings — manage inquiries, convert sales, and provide exceptional client care from inquiry to execution.
- Identify opportunities to upsell — promoting member services, events, and additional offerings.
- Track sales leads and update CRM systems (Hubspot) with accuracy.
- Build relationships with current members to support retention. Notice early signs of disengagement and work with the Club Manager to address them.
- Actively participate in member onboarding to ensure a strong, personal start to their KWENCH journey.
- Regularly gather member feedback and share insights to help shape offerings and improve retention.

**Note**: This job description is not exhaustive. Additional duties may be assigned to support the club's and our community's success.
**What We Look For**:

- People Person
- 2+ years of customer service experience in a fast-paced environment.
- 1+ year of experience in an administrative role.
- Excellent written and verbal communication
- Serving It Right Certification is an asset
- Tech savvy.
- Ability to adapt to a fast-moving environment where responsibilities and deliverables may change.
- Reliable and accountable.

**Perks & Benefits**:
KWENCH is dedicated to hiring people who want to pursue their passion and explore their talents. We provide our staff with a supportive and safe work environment.
- A socially responsible and inclusive culture
- Locally & female-owned and operated
- Inspiration: With one of the most dynamic, creative and diverse communities, KWENCH serves as both a muse and a catalyst for growth and impact.
- A certified B Corp company that meets high standards of social and environmental performance, transparency, and accou