Member Services Specialist

The City of Pearland, TX is seeking to hire a Member Services Specialist to lead and improve aspects of the day-to-day operations of our Parks and Recreation department. Are you a dynamic and caring leader? Are you results-oriented? Could you excel in a fast-paced environment? If so, you may be perfect for this position!

The Member Services Specialist earns a competitive salary of $21.83-$23.63 /hour based on qualifications. We also offer access to the city's recreation fitness center and employee assistance program.

Availability to work on weekends may be required.

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ABOUT THE CITY OF PEARLAND

Pearland is one of the fastest growing cities in Texas due to affordable housing, outstanding schools, safe neighborhoods , and superb quality of life . Ranked as one of the top ten safest cities in Texas , Pearland residents know their families are safe and secure in the community and surrounding areas. Our close proximity to Houston, just a short 20-minute drive to downtown, allows residents to experience all the city has to offer including professional sports, world-class cultural amenities, and recreation .

Employees of the City of Pearland use multi-directional communication and cross-functional teams to promote a greater understanding of the organization by employees at all levels. We have created a culture of continuous learning that encourages and supports employee development and growth . Our work environment is one where innovation is not only supported but encouraged.

A DAY IN THE LIFE AS A MEMBER SERVICES SPECIALIST

Job Summary

The purpose of th is position within the organization is to provide exceptional front-line service at the Pearland Recreation Center & Natatorium that enhances citizen, member, and guest experience . This position ensures accurate and efficient processing of memberships, program registrations, facility rentals, and related transactions while providing clear, friendly, and solution-focused customer service .

This class works under close supervision according to set procedures.

Essential Functions

- Provide high-quality c ustomer service , membership sales, and program registration in person and over the phone .

- Acts as Manager-on-Duty when assigned, including evenings, weekends, and holidays.

- Serve as the primary point of contact for escalated customer concerns . R espond, troubleshoot, and support citizen needs professionally and efficiently .

- Identify and escalate inquiry trends to relevant staff for departmental awareness and resolution.

- Process membership cancellations in accordance with City policies and procedures .

- Approve membership and program exceptions when appropriate and document decisions in accordance with City and Department policies.

- Manage third-party membership transactions including sales , reconciliations, and reporting as applicable.

- T rack and process Financial Assistance requests , as approved and awarded by department administration

- Run reports on utilized Financial Assistance and prepare invoices for the Forever Parks Founda t ion for reimbursement

- Maintain and update RCN Membership Logs for New City Employees

- Print and distribute member ship key tags for Knapp Activity Center and Pearland RCN

- Support membership promotions, tours, sales, and retention efforts

- Coordinate West Pearland Community Center, outdoor p avilion, and small -scale Pearland RCN rentals

- Ensure rental and programming spaces are set up and ready prior to rentals as defined in rental agreements or programming terms.

- Serve as the primary on-site support during rentals, programs, and events.

- Support promotional booths and outreach events as needed.

- Support frontline staff training, in-services, and ongoing development for Recreation Attendants (R A s) and Facility Attendants (FAs).

- Develop, maintain , and adjust RA staff schedules to ensure adequate facility coverage during all hours of operations, including evenings, weekends, and holidays.

- Monitor daily staffing levels and make real-time schedule adjustments to address call-ins, peak usage periods, and operational needs.

- Coordinate coverage changes with Recreation Center Manager and report staffing challenges or trends that may impact service delivery.

- Ensure all R A s and FAs follow established policies, procedures, and customer service standards.

- Report staff behavior concerns, performance needs, or training gaps to the Recreation Center Manager.

- Ensure incident and behavior reports are submitted correctly, accurately, and in a timely manner.

- Maintain and update display boards, binders, and customer-facing information with current and accurate content

- Ensure consistent communication of policies, schedules, and promotions to staff and patrons

- Coordinate with the Aquatics team and monitor the Natatorium as needed to support operations and customer service

- Provide cross-coverage support during peak times or staffing shortages

- Ensure opening and closing procedures are followed at the Recreation Center & Nat at orium

- Assist with general facility oversight to ensure a safe, welcoming, and well-managed environment

- Ensure a high standard of customer service is maintained at all times.

- Resolve customer complaints or concerns and/or inform appropriate staff .

- Monitor and manage facility access, memberships, and customer interactions.

- Ensure daily visitation logs are completed on time and accurately .

- Evaluate participant's needs and interest and make recommendations; respond to customer and public inquiries, concerns and complaints .

- Clean and maintain facilities when necessary.

- Develop working relationships, positively influencing and motivating staff .

Additional Duties :

- Prepare for events by assisting in event set-up; participates in event tear down .

- Monitor facilit y to detect damage to facilities and report damages to appropriate authority .

- Maintain accurate records in accordance with Record Management Policy

- Assist with implementing new systems, processes or customer service initiatives.

- Provide input on process impro vements to enhance efficiency and patron experience

- Performs related work as assigned.

For detailed information about this position, please review the attached job description.

Requirements

Minimum Education and Experience Requirements :

- Requires High School graduation or GED equivalent.

- One (1) or more years of customer service experience, preferably in a supervisory or lead role.

Special Certifications and Licenses:

- Valid Texas Driver's License

- First Aid

- CPR