Reston Association is an Equal Opportunity Employer (M/F/D/V).

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Member Services/Customer Services Representative
Department:1400 Communications & Member Services
Position Type:Regular Full-Time
Salary Range, DOQ:16.31-18.00
Start-End Date (if seasonal):N/A
Application Deadline:
Job Description:
Purpose:  This position is a part of a team that provides customer service and administrative support to Association members, staff, and the general public; staffs the Member Services office; and works with program managers to market, advertise, monitor, and sell Association programs, services, and facility rentals. This position works under the general supervision of the Member Services Manager.                    


Essential Duties and Responsibilities:


  1. Provides a high level of customer service to internal and external customers.Maintains a professional work environment, work space and appearance.
  2. Provides coverage to the Member Services Office on a daily basis; responds to requests for information from members by telephone, in person, and electronically; greets Association visitors adhering to all customer service standards established by the Association in fulfillment of these tasks.
  3. Conducts over-the-counter transactions including registration for programs and special events, assists with facility rentals; coordinates dissemination of information related to Association programs, services, and meetings, with Department Managers; collects program, service and assessment fees.
  4. Maintains an in-depth knowledge of AV systems,, RecTrac/WebTrac, and other technology related to online order processing, programs, services, and assessment fees and serves as a resource for RA staff understanding and training. Assists in writing and maintaining operational procedures for the department.
  5. Reconciles daily sales reports; and opens and closes the Member Services Department in accordance with established procedures.
  6. Researches and prepares reports on various issues related to program participation, mailing services, and office administration; compiles data and performs basic mathematical calculations.
  7. Maintains central mail/copy room in good order and provides administrative support as needed to the Association including preparation and processing of regular, bulk, and certified mailings; document scanning, duplication and assembly; word processing; data entry; filing; spreadsheet and form development; and database management. Opens, sorts and distributes incoming mail and notifies staff of receipt of express mail and package deliveries on a daily basis in accordance with established procedures.
  8. Maintains Member Services lobby and Conference Center to create inviting and informative visitor areas with information displays including flyers, magazines, etc. related to Association programs, services, and events and Association merchandise.
  9. Participates in the coordination of Conference Center bookings and reservations, security, set-up/break-down of equipment, and adequate coverage during rentals. Ensures cleanliness and orderliness of conference center kitchen/pantry; i.e., cabinets, dinnerware, supplies, etc. Keeps pantry well stocked with supplies.
  10. Oversees facility reservations for Community Buildings and Picnic Pavilions including long-term rental agreements and providing ongoing customer service support to renters.
  11. Represents the association and supports the Communications & Community Engagement department activities through involvement & participation in community meetings & events, and cluster/neighborhood outreach. Ensures distribution of welcome packets to new members, realtors, apartment complexes and visitors.
  12. Ability to maintain regular and reliable attendance, and abide by established policies and procedures.
  13. Performs other duties and tasks as assigned.


Supervisory Responsibilities: This position may supervise one or more seasonal employees, volunteers and/or interns.
Minimum Qualifications:

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and Experience – High school diploma or G.E.D. and a minimum of two years of progressively responsible experience in an administrative, customer service or sales capacity; or equivalent combination of education and experience. An associate’s degree or equivalent from a two-year college is a plus.


Computer Skills - To perform this job successfully, an individual should have an in-depth knowledge of Microsoft Office applications (specific solid knowledge of Outlook and Excel).


Other Skills and Abilities  - Requires effective verbal and written communication skills; ability to interact with others in a direct, courteous, and competent manner; skill in planning and organizing work and setting priorities; ability to manage multiple tasks simultaneously, meet critical deadlines, and follow-up on assignments.  Must be able to work under pressure with frequent interruptions; establish and maintain cooperative and effective relationships with others; and exercise excellent customer service skills.


Other Qualifications – Must possess a valid driver’s license and good driving record or the ability to obtain it within 6 months of employment.

While the core work schedules are Monday through Friday from 8 a.m. until 6 p.m., this position requires regular evening and weekend hours to cover facility rentals and community events throughout the year. Additionally, Saturday hours from 8:30 a.m. – 12:30 p.m. in May and June, are required to cover the Member Services office during the busy season.


Decision-Making & Independence Exercised:  Describes the level of authority and/or responsibility to make decisions, develop and revise policies & procedures, make official commitments on behalf of the Association, etc.


Employee usually follows established guidelines; may be required to formulate, interpret, or implement management policies or operating practices; have authority to negotiate and bind

the Association to significant commitments; represent RA before public audiences as a spokesperson or subject-matter expert; investigate and resolve matters of significance on behalf of management; and represent the Association in handling complaints, arbitrating disputes or resolving grievances.


Tools, Equipment & Machines Used:  Requires continuous use of a computer, printer, mail room equipment, a hand truck, and other standard office machines.  Regularly required to operate a motor vehicle.


Contacts:  Frequent contact with Association members and other visitors for the purpose of providing information and/or selling programs and services; also has daily contact with other staff throughout the Association.                                         


Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This job is primarily performed in a normal office setting while some responsibilities will include outdoors locations.  The noise level in the work environment is usually moderate, but may be loud at times.


Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time, as well as type, talk and hear. The employee is regularly required to lift and/or move up to 25 pounds.