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Member Care Team Leader

2 months ago

Redwood City, California, United States PCC Center Full time
Job Overview

Primary Objective
Under the guidance of the Member Care Director, the Member Care Team Leader is responsible for overseeing the Member Care personnel at the Front Desk of the PCC Center. This position emphasizes understanding and appreciating the Member Care team, fostering their development, and enabling them to excel in their roles. The Team Leader is tasked with ensuring a positive experience for members and delivering exceptional customer service, making all members, colleagues, and visitors feel valued. As a member of the PCC team, the Team Leader is dedicated to embodying and promoting the mission, vision, and values of PCC. They ensure that the Member Care team meets and surpasses the standards, objectives, and satisfaction goals of the Member Care program.


Qualifications and Requirements

  • Leadership: Demonstrated ability to inspire and influence members, colleagues, and visitors.
  • Customer Service: Outstanding interpersonal skills; capable of engaging positively and professionally with team members, members, and colleagues, consistently exceeding expectations; maintains an optimistic and friendly demeanor.
  • Empathy: Excellent listener with the capacity to empathize and resolve issues; treats everyone with dignity and kindness; communicates with respect and understanding.
  • Team Player: Approachable, amiable, and collaborative, taking personal responsibility for tasks.
  • Organizational Skills: Capable of managing multiple responsibilities; basic computer proficiency and willingness to learn internal systems; familiar with Google applications.
  • Must be at least 17 years old with a valid work permit or Live Scan certification (after 18+).
  • Certifications: CPR/AED and First Aid certified (or willing to obtain certification within three months of employment) and willing to perform CPR and First Aid as necessary; mandated reporter certified.

Responsibilities

  • Leadership: Conduct team meetings as required; assist the Director in establishing clear systems and procedures; lead by example in implementing Member Care systems; mentor team members for growth in key areas; ensure a safe and enriching work environment; develop and supervise team activities.
  • Support: Equip the team to address member inquiries and concerns promptly and professionally; escalate issues to the Supervisor or Director as necessary.
  • Customer Engagement: Foster meaningful interactions with Member Care staff and members; ensure the cleanliness and organization of the facility; maintain communication with the Facilities team for repairs and supplies.
  • Front Desk Operations: Manage front desk tasks including answering phones courteously, checking in members and guests, processing transactions, and maintaining updated knowledge resources.
  • Facility Maintenance: Contribute to the upkeep of a safe and organized facility; assist with project scopes that align with organizational goals.
  • Participation: Engage in organization-wide activities as required.

Program Development and Implementation
For You - Being, Belonging, Becoming:

  • Strive to be recognized and valued personally.
  • Commit to embodying the core values of reputation, relationships, and remembrance.
  • Participate actively in community-building events.
For Our Team - Engage, Equip, Empower:
  • Strive to know and appreciate team members personally.
  • Commit to professional growth and required training.
  • Develop leaders who cultivate leadership in others.
For Our Stakeholders - Care, Connection, Community:
  • Strive to know and value stakeholders personally.
  • Build and maintain collaborative relationships with other ministries and partners.
  • Adhere to all policies and procedures.

Physical Demands

  • Continuous standing and walking during shifts; will work indoors and outdoors, actively engaging with members.
  • Occasional lifting of up to 50 pounds.
  • Assist in maintaining the cleanliness of the facility.
  • Willingness to assist individuals as needed, including performing CPR and First Aid.

Compensation and Benefits

  • Hourly wage based on experience and performance.
  • Leadership training opportunities.
  • Complimentary individual membership at the PCC Center.

Work Schedule
Part-time positions available with flexible hours.