Lead Customer Service Associate

6 days ago

Evanston, IL, United States AEG Full time
In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.

About TOCA Soccer:

At TOCA, we are passionate about people and the power of sport. We believe in creating an environment that becomes the "third home" for our guests - where they learn, where they live, and where TOCA becomes the place where they play. Whether they're kicking a soccer ball for the first time, focused on finding their best, or rediscovering their passion for the game, we are here to support and guide them every step along the way. Everyone deserves the opportunity to experience the joy and fulfillment that sports can bring, regardless of background and skill levels. Our ultimate goal is to create a consistent and amazing experience for everyone who interacts with TOCA, whether it is our dedicated team members or esteemed guests.

What makes a TOCA Teammate? We value an individual that seeks to...Play HardCare DeeplyGrow TogetherStrive for ExcellenceCreate Awesome Experiences

Why You'll love being apart of the TOCA Team:

You'll have full access to our TOCA Treats, which includes (but is not limited to):
  • Competitive Pay and On-Demand Pay
  • Part-Time, Flexibility
  • Career Growth & Development
  • Employee Assistance Program
  • Active & Fit Membership
  • Benefits Hub Discount Marketplace
  • So many TOCA Perks we can't name all of them, but we'll try: 4 TOCA Training Sessions, 50% Off Classes, Free Pick/League Play, 1 Free Birthday Party, Food and Beverage Discount, and 2 Free Packages to share with your squad Whew
Job Highlights: Job Title: Lead Experience Associate Location: Evanston, IL Report To: General Manager Hours Required: Availability to work up to 30 hours weekly, including evenings, weekends, and holidays. Position Overview: Team Leader. Vibe Keeper. Guest Experience MVP. We're on the hunt for a high-energy leader who can lead a shift, hype the team, and keep our soccer center running smoother than a clean pass in the final third. As a Lead Experience Associate, you'll own the guest experience, guide your teammates, and bring big TOCA energy to everything you do. **owning the front desk- owns first and last impression** Your Game Plan:Own the Guest Experience (30%)
  • Greet guests like they're VIPs (because they are)
  • Answer questions, solve problems, and spread good vibes (you lead the front desk experience)
  • Handle feedback with care and confidence
Coach & Champion Your Team (25%)
  • Run the shift like a mini-manager
  • Delegate tasks, coach teammates, and bring the hype
  • Train new comers and level-up current teammates
Operations Expert (20%)
  • Keep the center clean, stocked, and flowin'
  • Handle check-ins, reservations, and event logistics
  • Crush your open/close checklist daily
  • Work concessions as needed (locations with food and beverage)
Problem Solving (10%)
  • Fix guest issues fast and with finesse
  • Know when to escalate, and come with solutions
Communication (10%)
  • Share updates, feedback, and squad goals
  • Keep leadership and teammates in sync
Admin But Make it Snappy (5%)
  • Handle waivers, payments, and light reporting
TOCA Culture (100%)
  • Model our service commitment standards by being professional, welcoming, aware, outgoing and proud.
  • Partner with leadership to create and maintain a unified culture as well as a high level of engagement throughout the center.
What You Bring:
  • Leadership experience or natural "take charge" energy
  • A passion for people + a cool head under pressure
  • Tech confidence (Google Suite, scheduling tools, etc.)
  • Flexibility to work nights/weekends (that's our peak time)
  • Ability to lift 30+ lbs and be on your feet for long shifts
  • Food handlers card for our centers that require them
#twentry #twmanager

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