Bilingual French/English Member Support Representative (R-6600)

Midtown is seeking a Full-time bilingual French/English Member Support Representative to handle member inquiries and support the technical aspects of customer service in a fast‑paced call center environment.

The Member Support team is based at our Chicago headquarters (3611 N Kedzie Ave.) and provides support for all club locations.

• After the training period, this role follows a hybrid work‑from‑home schedule and requires in‑office work at the Chicago headquarters two days per week on Monday and Tuesday.

• Availability to work a flexible schedule, including evenings, weekends, and some holidays, is required.

• Compensation: $26.50 per hour

• Benefits: Please refer to https://careers.midtown.com/about-us/benefits/ for additional benefits and perks offered by Midtown for our full and part time associates. 

About Our Company

We work at Midtown to inspire people to transform their lives—and we do our job well. Our members stay longer than any other major athletic club chain in North America because we are committed to providing resort-like environments, personal attention, and strong communities at every one of our clubs. We believe all three of those pillars start with attracting and growing rock star talent at every level of our organization.

The Position

At Midtown, our promise is to inspire our members to transform their lives. To deliver on that promise Midtown believes in putting the customer at the center of every decision that we make. Our Customer Support Representatives lead the way by serving as the direct line of communication. As the Customer Support Representative, you will be responsible for providing a positive and easy member experience.

You will love this job if:

You are strong at collaborating and bringing people together. You listen intently and communicate clearly. You create a positive and professional experience in every interaction. You get excited when you receive or see great service.

As Customer Support Representative, you will:

• Maintain a positive, empathetic, and professional attitude toward members while handling phone calls and written correspondence.

• Follow up on and complete member requests accurately and within established timelines.

• Close the loop with members across multiple communication channels.

• Acknowledge, document, and appropriately escalate member complaints.

• Develop a thorough understanding of products and services to effectively answer member questions.

• Process membership change requests and assist members with bookings.

• Conduct routine outreach and follow-up with customers who have delinquent accounts to collect outstanding balances.

• Maintain accurate records of customer interactions, transactions, comments, and complaints.

• Assist with the training and onboarding of Member Support Representatives.

• Troubleshoot common workflow and process issues.

• Collaborate with team members and other departments to identify and implement appropriate solutions.

Experience Requirements

• High school diploma, GED, or equivalent required.

• Bilingual proficiency in English and French, both written and verbal.

• Actively demonstrate our key employee core values of being kind, winning together, passionate about helping others, and better than yesterday.

• Proficient in learning and using computer applications and software; experience with HubSpot or CSI Spectrum is a plus.

• Minimum of four years of customer service experience.

• Ability to remain positive, professional, and solution‑focused in all situations.

• Strong attentiveness and patience when managing complex or challenging cases.

• Willingness and ability to handle a high volume of calls, emails, and support tickets on a daily basis.

• Proven dedication to ongoing personal development and process improvement.

• Passion for working as part of a collaborative and supportive customer service team.

Associate Benefits

Members of the Midtown team receive:

· Complimentary club membership

· Discounts on Midtown products and services

· Access to hundreds of free courses for professional development

· Health insurance for eligible full-time associates (30+ hours a week)

· And more

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

MIDTOWN is an Equal Opportunity Employer.

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

MIDTOWN is an Equal Opportunity Employer.