Member Experience Associate

THE ROLE Our Member Experience Team at ThirdHome are skilled hospitality professionals that deliver world-class customer service to our high-net worth travel club members. In this capacity you will interact with our members to help them maximize their club experience. As the "voice" of ThirdHome, the Member Experience Team plays a critical role in the success of the club. As a Member Experience Associate your responsibility is to provide your members with solutions and ideas to help them fully enjoy the benefits of our luxury travel club. You must be able to think quickly on your feet and adapt under pressure, enjoy being an integral component to a team and have the ability to manage multiple tasks efficiently at one time. You will own your book of business and be responsible for its engagement, growth, and retention. MORE SPECIFICALLY, YOU WILL: Report to the Director of Membership Growth Actively manage an assigned book of business using HubSpot, back office dashboards, member activity reports, and other relevant KPI's. Communicate with members via phone calls, emails and text message. Assist members with prospective, active and past reservations, including follow-up and issues resolution. Help members manage their properties within the club, including adding new weeks, updating photos and property details, and submitting new properties. Proactively identify disengaged members and potential cancellations, address concerns and make appropriate efforts to retain members. Assist new members with setting up and navigating their online property portal. Initiate follow-up calls with members to review their past trips, assess future travel plans and present new opportunities to enhance their journey with ThirdHome. Approach solutions with members, with a strong ability to prioritize and deliver on multiple projects and deadlines in a fast-paced environment Utilize strong conflict resolution skills to de-escalate member interactions when necessary Participate in targeted outreach campaigns and promotional initiatives. Develop an outstanding knowledge of the operations of our club in order to provide members with seamless access to solving their problems. EXPERIENCE & QUALIFICATIONS 3+ years of customer service and/or hospitality experience 2+ years of account management experience is strongly preferred Adaptable-ability to pivot in a high-growth and changing environment College education and/or degree preferred Experience in conflict resolution and de-escalation techniques Strong understanding of the luxury industry, global cultures, and international travel General understanding of CRM systems and functionality Proficient in critical thinking and information processing Proficiency in Microsoft Office and HubSpot preferred WHO WE ARE ThirdHome is the premiere luxury property and travel club that is synonymous with quality and trust. Launched in 2010 the club has grown to more than 30,000 properties in 100 countries. Our main headquarters is in Brentwood, Tennessee with additional offices in Marbella, Spain and the Gold Coast of Australia. Committed to remaining at the top of the luxury travel industry, the club provides its members and partners with access to an ever-increasing array of beautiful second homes. THIRDHOME is an equal opportunity employer. BENEFITS Option to work remotely, if not located in the Nashville, TN area Group health plan with BlueCross/Blue Shield, company pays 60% Health Savings Account and a Flexible Savings Account Vision and Dental Insurance 401k Retirement Plan including a 50% match up to 6% of your contribution Short-term and long-term disability 100% company paid Basic Life Insurance/AD&D, 100% company paid 1 Key earned quarterly to be used for travel to ThirdHome properties around the world Job Type: Full-time Pay: $50,000.00 - $60,000.00 per year Benefits 401(k) Dental insurance Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance Work Location: Hybrid remote in Brentwood, TN 37027