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Member Engagement Specialist

2 months ago

Long Beach, California, United States Jewish Federation of Greater Long Beach and West O Full time
Position Overview

The following descriptions aim to outline the general nature and scope of work associated with this role. They are not intended to be an exhaustive list of all responsibilities or qualifications required for this position. Employees may be expected to perform additional functions as assigned to support the organization's mission.

About the Organization

Established in 1948, the Jewish Federation of Greater Long Beach and West Orange County serves as a unified agency fulfilling the roles of a community center, federation, and foundation. The organization offers a diverse range of programs and services, grounded in Jewish values yet accessible to all, including early childhood education, summer camps, after-school initiatives, adult learning, senior services, leadership training, wellness programs, advocacy, and more. Annually, the organization allocates nearly $500,000 in grants to various nonprofit entities within the Long Beach area and beyond. The Federation operates an expansive multi-use campus and manages significant philanthropic assets.

Role Summary

The Member Engagement Specialist serves as a welcoming point of contact for members and visitors at the front desk or Welcome Desk. This role involves handling incoming calls, assessing the nature of inquiries, managing member accounts and reservations, and directing callers appropriately. Work hours may vary weekly based on operational needs.

Key Responsibilities

  • Welcome members as they arrive, ensuring they receive full attention and assistance.
  • Check members in for their reservations using the designated app.
  • Answer incoming calls, gather caller information, and direct them to the appropriate destination. Take messages when necessary and relay them to the relevant staff.
  • Process program registrations through the designated management system.
  • Maintain familiarity with the various services offered to effectively address member needs. Collaborate with other departments to enhance customer service.
  • Receive and distribute mail and shipments, notifying relevant staff members.
  • Provide information about all programs and departments, staying informed about daily activities to answer inquiries accurately.
  • Adapt to changes productively and undertake additional essential tasks as assigned. Participate in staff meetings and organizational events as required.
  • Uphold a high standard of courtesy, friendliness, and service excellence towards members, visitors, and colleagues.
  • Understand and promote the organization's mission and values.
  • Collaborate effectively with all team members.
  • Additional responsibilities may be assigned as needed.

Behavioral Expectations

  • Communicate the organization's mission clearly, ensuring alignment towards common goals.
  • Foster a positive environment characterized by open communication, accountability, and trust.
  • Encourage teamwork and respect among staff and in interactions with community members, donors, and volunteers.
  • Respond promptly to the needs and requests of others, recognizing the impact of one’s work.
  • Manage conflicts constructively, focusing on issues rather than individuals, and promoting cooperation.
  • Provide and receive information accurately in both oral and written forms.
  • Articulate ideas and opinions professionally and clearly.
  • Practice active listening to understand diverse perspectives.
  • Demonstrate flexibility and adaptability to changing conditions or priorities.
  • Proactively identify and address problems, leading by example and making informed decisions.

Qualifications

  • Consistently exhibit a friendly, welcoming, and professional demeanor.
  • Ability to stay organized while managing multiple tasks.
  • Effective communication skills.
  • Proficiency in computer applications, including Microsoft Word, Excel, and Outlook is advantageous.

Education and Experience

  • High School Diploma or equivalent.
  • At least one year of experience in customer service.
  • Availability to work early mornings, evenings, weekends, and holidays as required.

Supervisory Responsibilities

This position does not include supervisory responsibilities.

Physical Demands

While performing the duties of this role, the Member Engagement Specialist is regularly required to use hands for handling objects and must be able to communicate effectively. The employee may need to lift and/or move up to 25 pounds frequently and will spend most of the time seated.

Work Environment

The work environment is primarily located at the Welcome Desk, which is maintained in a clean and comfortable condition. Minor distractions such as noise and climate variations may occur.

COVID-19 Considerations

Staff accessing campus facilities are required to be fully vaccinated against COVID-19 or to declare a medical or religious exemption, in compliance with organizational policies.