Member Services Associate

3 weeks ago

MagstattleBas, Grand Est, United States The Salvation Army Central Territory Full time
Job Title: Member & Guest Services Associate

Join The Salvation Army Central Territory as a Member & Guest Services Associate and be part of a dynamic team that delivers exceptional hospitality and service to our members and guests.

About the Role:

This role is responsible for delivering world-class hospitality and executing the day-to-day operations and workflow of the Welcome Desk. Key responsibilities include guest and member check-in, member retention efforts through positive relationship-building, and activity sales.

Key Responsibilities:
  • Provide exceptional customer service to members and guests.
  • Interact professionally and joyfully with the public, business community, Salvation Army Officers, and Kroc Center staff.
  • Upsell programming through exceptional customer service to both external and internal customers by making insightful suggestions and connecting individuals to programs that interest them.
  • Actively contribute to team sales efforts that meet membership goals and gain activity engagement.
  • Must be thoroughly knowledgeable on Kroc Center membership and membership sales, programs, and services, and be able to communicate that knowledge using excellent customer service skills.
  • Assist in member retention efforts through calling new and past members and through a thorough onboarding process that emphasizes relationship building.
  • Conduct informative tours with the public as needed, keeping knowledge of center policies in mind and communicating them appropriately.
  • Ensure all communications, requests, and duties are met and tasks completed in a professional, timely, and confidential manner.
  • Report customer concerns/requests to the appropriate departmental supervisor as necessary, following up to ensure service is complete.
  • Assist security and management with emergency situations. Complete appropriate incident report forms as directed.
  • Ensure revenues are handled according to policies and procedures. Collect membership fees, sell day passes, gift cards, issue guest passes. Operate computer and software system as it relates to membership and programs.
  • Cross-train on policies and procedures regarding Scholarships, providing this support when needed.
  • Ensure the Welcome Desk and assigned common spaces are clean, orderly, and stocked with appropriate brochures and forms. Light maintenance is expected.
  • All other duties as assigned.
Requirements:
  • High school diploma or general education degree (GED).
  • At least two (2) years of related experience in customer service.
  • Good communication skills (oral, written, and interpersonal) and ability to maintain effective working relationships.
  • English proficiency required; Spanish language skills helpful.
  • Intermediate skills in Microsoft software to include Word, Excel, PowerPoint, and Access. Ability to speak effectively before groups of customers or employees of organization.
  • Exceptional flexibility and ability to work on multiple projects or tasks simultaneously.
  • Administrative skills to include utilization of standard office equipment, data entry, 10-key, attention to details, and filing.
  • General computer knowledge is required to access payroll, timekeeping, and personal data via a web-based system.
  • Ability to collaborate and work within a team.
  • Attention to detail, creative problem-solving, and conflict resolution skills.
  • Demonstrated ability to handle confidential matters.
  • Strong independent judgment.
Additional Requirements:
  • Must pass all applicable background checks.
  • Must successfully complete Safe from Harm training as established by The Salvation Army.
Physical Requirements:
  • Physical requirements include good speaking, hearing, and vision.
  • Excellent manual dexterity. Ability to stand, bend, and reach for extended periods of time, dexterity of hands and fingers to operate equipment.
  • This position will require the ability to lift and/or move more than 25 pounds occasionally.
Working Conditions:

The work environment is in a community center setting with light to moderate traffic and noise levels.

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