Customer Experience Coordinator

2 months ago

Madison, United States IRWIN A AND ROBERT D GOODMAN COMMUNITY CENTER Full time
Job DescriptionJob DescriptionDescription:

Job Title: Customer Experience Coordinator

Department: Hospitality

Reports To: Customer Experience Manager

Position Type: Variable hour, Part-time, up to 15 hrs/week - (Weekend availability needed)

FLSA Status: Non-exempt

Pay: $20/hr

Benefits: Ineligible (discounts listed below)

Last Modified: July 2024


Position Description

The Customer Experience Coordinator serves as the first point of contact for many visitors to the Goodman Community Center and plays a key role in ensuring a welcoming environment for everyone at the Goodman Community Center. This position also helps the Operations and Hospitality teams ensure that the facility opens on time, is secure at the close of the day, and assists in its smooth functioning and operations throughout the day.

Requirements:

Essential Functions

  • Answer and route calls to the appropriate extension.
  • Complete opening and closing procedures.
  • Provide information and answer general questions about the Center. Refer callers to services as appropriate.
  • Courteously greet visitors, customers and participants in person.
  • Enforce facility-use policies and respond to facility guest and staff questions as needed.
  • Keep workstation and main lobby common areas organized and free of food and clutter.
  • Provide customers and staff with commonly used forms and brochures.
  • Process GCC program registrations – distribute appropriate forms to customers, receive payments when applicable and route completed registrations to appropriate staff.
  • Sell GCC goods and services, and process payments and donations through Point of Sale system.
  • Open and close cash drawer as described in POS procedures.
  • Keep bulletin boards current and organized.
  • Help train & direct volunteers to provide coverage or support at the desk.
  • Arrive to open and/or stay until close and guests vacate GCC, as scheduled.
  • Provide Fitness Center membership information.
  • Ensure all Lussier Fitness Center drop-in guests pay per use, and receive and return door fobs for each visit.
  • Assist facility users by checking out/in equipment, answering questions about AV or other equipment, ensuring rooms are set up according to room diagrams and that proper signage is posted, processing payments, providing room-use policies and attendance forms, and providing facility users with materials and supplies when needed/available.
  • Troubleshoot facility renter needs: HVAC, equipment & resources, custodial needs, payments, etc.
  • Support Splash Pad when in season and troubleshoot as necessary.
  • Answer questions and provide materials to customers inquiring about facility use and direct them to website and Events staff as appropriate.
  • Support Hospitality Team. with data entry and other organizational tasks as requested and as time allows.
  • Report and record any building issues (door locks and security, HVAC not functioning, spills and damage to GCC property, etc.) to appropriate departments.
  • Perform other job-related duties as required or assigned which are reasonably within the scope of the duties of this position.

Qualifications

  • Required to pass background check post-offer
  • Knowledge of Microsoft Office Suite, especially Word, Outlook and Excel.
  • Able to maintain confidentiality of customers, volunteers, staff and participants we serve.
  • At least six months’ experience working with multiline phone system.
  • Experience with cash handling and POS systems.
  • Excellent verbal and interpersonal communication skills including phone etiquette.
  • Ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
  • Experience working in a nonprofit setting with a diverse customer base.
  • First Aid/CPR/AED certified or ability to acquire certification.
  • Desired but not required bartenders license or ability to acquire one.

Benefits:

  • Annual Review with opportunity for 3% merit increase
  • Employee Assistance Program

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