Member Service Representative
3 months ago
The Member Service Representative manages the “face of the J;” overseeing the relationship with customer. This person will develop and maintain a concierge level customer service for guests and members. This position is instrumental in creating a welcoming environment and unifying the services we provide at our welcome desks.
This is a part-time, 29 hours per week non-exempt position. Standard work hours will be Sunday – Saturday with hours to be determined by the supervisor. Flexibility is necessary as the schedule may change due to the needs of the agency. The Jewish Community Center is an EOE (equal opportunity employer).
ESSENTIAL FUNCTIONS:
· Ensure excellent customer service is provided to all guests and members entering the JCC.
· Serve as a subject matter expert and maintain up to date knowledge on all JCC programs, promotions, events, and facilities.
· With the supervision of the customer relations manager, define customer service standards, prepare, and deliver training to relevant staff.
· Maintain a line of communication for members with updates on programs of the J, to keep both members informed on changes and building activities.
· Offer tours and maintain the highest level of knowledge pertaining to the facilities and programs.
MEMBER ENGAGEMENT:
· Build a conversation rapport with members to ensure the correct service is being provided to the member.
· Learn how to use the system, contribute and help members on the new system.
· Assist members in UPACE.
· Provide customer service for members on their renewals, payment updates, program participation, JCC accounts, My J App accounts and related tools.
· Contact new members to ensure they are satisfied with their membership and solicit feedback.
· Monitor and contact members monthly who are identified at risk due to lack of engagement.
WELCOME DESK:
· Professional appearance, manner, tone, and attitude
· Extend a pleasant welcome to everyone that enters the building.
· Take the initiative to become proficient in Avocado to anticipate members’ needs.
· Keep any area in the line of sight clean and clutter free.
· No earbuds/air pods in ear while at the front desk
· Proficient in all Microsoft Office Programs; Intermediate Excel required.
· Must be a problem solver.
· Take initiative and require little supervision.
The Member Service Representative will be a collaborator as part of the JCC Professional Staff. He/she must be aware of the JCC Mission Statement and work within the frameworks of that mission. Responsibilities of the job may change as the needs of the JCC and/or community change.
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