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Job Attributes
Requisition ID:
R-6927
Job Category:
General & Admin
Job Type:
Full Time
Job Location:
3611 N Kedzie Ave
Chicago, IL 60618
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Apply Now Member Support Representative (BILINGUAL FR/ENG) Job in Chicago
About Midtown
Midtown exists to inspire people to become their best selves through the power of movement, connection, and belonging. Founded in 1970, Midtown has grown from one tennis club in Chicago to owning and operating eight luxury athletic clubs across the United States and Canada.
The Opportunity & Your Impact
Member Support Representative | Member Support
Midtown is looking for a bilingual (French/English) Member Support Representative to create positive, seamless experiences for members across every stage of their Midtown journey.
As one of the primary points of contact for our members, you’ll answer questions, resolve concerns, and provide account support that strengthens member satisfaction and loyalty.
Our Member Support Representatives are empathetic problem-solvers who communicate clearly, build trust, and ensure every interaction reflects Midtown’s commitment to exceptional service.
Job Overview
Hybrid corporate role supporting members across the Midtown portfolio.
Individual contributor role within the Member Support team.
Supports member inquiries through phone, email, tickets, and other communication channels.
Requires comfort handling a high volume of member requests and follow-ups.
How You’ll Contribute
Deliver responsive, professional support that creates a positive and easy member experience.
Resolve member questions related to memberships, billing, reservations, programs, and club services.
Document member interactions, requests, concerns, and resolutions accurately.
Partner with club and corporate teams to investigate issues and identify solutions.
Escalate complex concerns appropriately while maintaining ownership of member communication.
Support continuous improvement by identifying common questions, trends, and workflow opportunities.
What You’ll Need to Succeed
Required Skills
Bilingual fluency in French and English.
Strong customer service and relationship-building skills.
Effective bilingual (French and English) written and verbal communication.
Ability to navigate multiple systems and technology platforms.
Strong organization, accuracy, and follow-through.
Core Competencies
Active listening.
Problem solving.
Empathy and professionalism.
Adaptability.
Attention to detail.
Collaboration.
Experience
Background in customer service, hospitality, contact center support, or a related service-focused environment.
Comfort handling multiple conversations, requests, and priorities simultaneously while maintaining accuracy and professionalism.
Demonstrated ability to learn and navigate new systems, software applications, and service tools.
Commitment to continuous learning, process improvement, and delivering exceptional member experiences.
Midtown Values
Alignment with Midtown’s core values: Win together, Glass half-full, Passionate about helping others, Better than yesterday, and Kind.
How You’ll Know You’re Successful
Members receive timely, accurate, and professional support.
Requests and inquiries are resolved efficiently.
Member feedback reflects positive service experiences.
Documentation standards are consistently maintained.
Escalations are appropriately managed and communicated.
Key Performance Indicators (KPIs)
Response time.
Resolution time.
Member satisfaction.
Quality assurance scores.
Documentation accuracy.
Compensation & Benefits
Hourly pay: $26.50
Some of the benefits offered to eligible team members include:
Complimentary individual Midtown club membership
Associate discounts, recognition programs, and professional development support
Medical, dental, and vision insurance where applicable
401(k) retirement savings plan with company match
Paid time off and paid parental leave
Flexible Spending Accounts
Life, AD&D, and disability insurance
And more
Please refer to our benefits overview for full details: https://careers.midtown.com/about-us/benefits/
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.
About Us
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 active 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.
Our Commitment to Candidates
We're committed to creating a positive experience for every candidate who considers a career at Midtown. In the spirit of transparency and mutual respect, we've outlined the interview process, complete with timelines, below. Whether you join our team or pursue another path, we want you to feel respected and appreciated, because, at Midtown, we believe every interaction is an opportunity to live our core values.
What you can expect after submitting your application
Within two weeks, someone from our Talent Team will review your application. If your experience doesn't align with the needs of the role at this time, we will let you know. If we'd like to move you to the next step of the process, we'll reach out to schedule the first interview.
While there can be the occasional exception, the interview process typically takes 2-3 weeks and includes the following steps.
- A 30 to 60-minute virtual Teams call with a member of the Talent Team to discuss Midtown, the role, and your background and experience.
- A 30 to 60-minute interview with the Hiring Manager, to assess the skills necessary for the role.
- A 60-minute in person interview, where you'll dive deeper into the technical side of the role.
You'll receive an update on your application within 48 hours of each interview. Please note that, depending on the specifics of the role, it may take up to a week to finalize offer decisions.
Associate Benefits
Members of the Midtown team receive:
- Complimentary club membership
- Discounts on Midtown products and services
- Professional development allowance
- Health insurance for eligible full-time associates
- And more
