Position Summary
As a Hybrid Member Services Agent, you’ll deliver World-Class Service to our members through inbound and outbound calls, as well as chat interactions, primarily assisting with their reservation needs. In our dynamic, fast-paced environment, your day will be filled with a variety of scenarios—helping members with payments, handling sensitive information, answering process-related questions, and much more. The highlight of this role is the opportunity to help members create the perfect vacation experience. You’ll guide them in booking everything from promotional offers to tailored vacation packages, including meal plans, spa certificates, transportation, activities, and even thrilling offsite excursions. If you're someone who thrives in a luxury setting and brings the same level of excellence as our 5-diamond resorts, this is the perfect role for you!
Career Progression Opportunities
- Salary Grade: $23,000 - $25,000 Salary + monthly bonus.
- Position Type: Salaried position - This is a full-time position. Not a remote job, this is an in-office job only.
- Expected Hours of Work: Must be available to work any day & time of the week. Must be able to work long shifts based on department needs. Schedule is determined by needs of the business and department.
- Reports to: Member Services Manager
Essential Functions
- Handle inbound and outbound calls and chat interactions related to member concerns and special client programs. This includes booking reservations and offering enhanced vacation promotions and options while ensuring appropriate follow-up.
- Demonstrate the ability to multitask effectively, handling multiple chats simultaneously.
- Provide timely and accurate information: Address member inquiries regarding resort amenities, services, promotions, and policies.




- Resolve customer issues and complaints efficiently through thorough research, identifying solutions, and taking full ownership of the process.
- Maintain a professional and positive demeanor in all communications with members, clients, guests, and colleagues.
- Stay well-informed on all services, products, and promotions offered by ResortCom to effectively assist clients and members.
- Meet or exceed performance targets: Achieve daily, weekly, and monthly service and sales goals, including upselling where applicable, CSAT, quality assurance, and service level.
- All other duties and projects assigned by management.
Other Duties
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
Required Education and Experience
- Bilingual proficiency in English and Spanish (required)
- High school diploma, GED, or equivalent certification
- Strong organizational skills with the ability to multi-task and prioritize effectively
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Excellent written and verbal communication skills
- Ability to work independently, manage time efficiently, and perform well under pressure
- Minimum typing speed of 30 words per minute
Preferred Education and Experience
- Strong customer-focused mindset with a proven ability to anticipate and meet the needs of clients and members.
- Demonstrated ability to build rapport with members and guests through effective communication, active listening, and personalized service, fostering strong, long-lasting relationships.

📌 Member Services Hybrid Agent (Guadalajara)
🏢 Resortcom International Mexico
📍 Guadalajara