This is a role in the membership team based primarily at Rozelle, working alongside the Membership Manager and sales team. You'll be the first point of contact for most new enquiries, and you'll look after current members from the day they sign through their first cruise and beyond. Most of the day is spent with people, whether on the phone, across the front desk or down on the dock. Maintaining records in the CRM and custom membership system supports your customer facing work.
Key responsibilities
- Handling new enquiries by phone, email and web, qualifying them and booking appointments for the sales team
- Hosting appointments where necessary, welcoming prospects to the marina and showing them through the fleet
- Confirmation calls to members before they cruise, and follow-up calls afterwards
- Getting new members set up after they sign, including paperwork, welcome packs and training bookings
- Keeping the CRM (HubSpot) accurate and up to date after every contact with a member or prospect
- Contacting members who haven't cruised for a while to see how they're going
- Helping run member events, including open days, boat shows and chartered cruises
- Processing applications, renewals and payments, covering the front desk, and lending a hand on the dock when the operations crew need one
About you
- Front-facing customer service background:
premium retail, a sales rep role, or hospitality with some time spent in an office and on a CRM
- Comfortable being out the front, whether that's showing a prospect through the boats or ringing a member to see how they're getting on
- Able to make day-to-day decisions yourself and bring more difficult ones to the Membership Manager
- Stay on top of follow-up with members and prospects, and keep HubSpot up to date as you go
- Comfortable working with multiple priorities at once, such as a prospect in the office and a member on the phone
- Must hold Australian work rights
About us
Pacific Boating is Sydney's premier boat-sharing membership. Members pay a monthly subscription to use a fleet of 19 Sea Ray luxury sports cruisers rather than owning a boat themselves. We train them to drive, and we keep the fleet maintained, insured and ready to go across two marinas, Sydney Boat House at Rozelle and The Quays Marina at Church Point. We've been doing it for more than 20 years and are the largest business of our type in Australia.
Benefits
- Commission on new memberships and renewals
- Access to the Pacific Boating fleet as a staff benefit
- A pathway into sales or membership management
- Structured onboarding programme across systems and processes