Job Description

Background:

Nicol’s goal is simple: get more people having fun and staying active by playing sports. How? We build beautiful spaces with a relaxed vibe, accessible membership, a high level of community care and world class coaching. Nicol is led by Jess + Peter Nicol alongside a superb team of talented folks. Our team is the beating heart of the business, and we look to create long term relationships with driven, caring individuals. Entrepreneurial spirit is always valued within our start-up environment.

Nicol NYC is squash, fitness + bar; Nicol NJ is squash, pickleball, padel, bar + physical therapy. Nicol is actively expanding within the multi-sport space.

Job Summary:

The Member Services team is a highly visible position requiring strong presence, exceptional organization and communication skills with Members and Staff alike. The successful candidate is expected to be a passionate leader of the organization, promoting a high level of member care and engagement

Primary objectives: 

• Greet members and guests warmly, providing excellent customer service and addressing their inquiries and needs.
• Assist with session, lesson and court bookings, ensuring accurate scheduling and managing any necessary changes or cancellations.
• Provide product overviews and site tours to new and prospective customers. 
• Handle in-person payment processing, including membership fees, retail sales, and court rentals. 
• Maintain an organized and tidy front desk area, ensuring all necessary equipment and materials are readily available, as well as impulse retail items like balls, snacks and drinks are well stocked.
• Answer phone calls, respond to emails, and manage member and prospective customer inquiries promptly, warmly and professionally.
• Assist with member check-ins, verifying memberships, and assisting with member inquiries. 
• Collaborate with other team members to coordinate and communicate club activities, events, and promotions effectively.
• Ensure compliance with club policies, procedures, and safety protocols.
• Continuously seek opportunities for improvement in customer service and operational efficiency.

Characteristic Qualifications:

• The most important characteristics include a genuine, responsible, and caring personality with an entrepreneurial spirit.
• Excellent interpersonal and communication skills with a friendly and approachable demeanor.
• Strong customer service orientation and the ability to handle member inquiries and concerns effectively.
• Proficient with computer systems with the ability to quickly learn new platforms.
• Detail-oriented with good organizational skills and the ability to multitask in a fast-paced environment.
• Ability to work well both independently and as part of a team.
• Prior experience in a customer service and a similar front desk, or relevant role, is preferred.
• Knowledge of racquet sports is not required but considered a plus!

Offer and Conditions: 

Compensation is commensurate with experience and begins at $18/hour. Payment can be provided monthly or bi-monthly. Less than 40hrs/week is a W9 part time contractor role; 40+ hrs/week has option for W2 payment structure and benefits (paid leave, insurance contribution). 

This is an at will contract therefore both parties can terminate it with a 2-week notice. Nicol Squash is an equal opportunity employer. 

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