Member Service Representative

Job Description

Job Description

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 fulltime, non-exempt role with benefits. Work hours will be determined with the supervisor prior to acceptance. 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.
• Follow customer service standards and enforce agency policies and procedures.
• Be the “go to person” for members with updates on programs of the J, changes, closures and building activities.
• Answer members’ questions, resolve any issues they encounter.
• 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 members.
• Learn how to use the agency wide systems, contribute, and help members on the systems.
• 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.
• With the directions from the Customer Relations Manager, contact members periodically to check on their JCC experience, celebrate their birthdays and other matters.

MANAGER ON DUTY:

• Be the point of contact in reporting emergencies to the management team outside of office business hours (before 8am and after 6pm)
• Open and/or close the facility fulfilling the duties on the opening and closing check list
• Take care of all member related matters that may arise outside of office business hours

WELCOME DESK REQUIREMENTS:

• Have a professional appearance, manner, tone, and attitude.
• Extend a pleasant welcome to everyone that enters the building.
• Take the initiative to become proficient in agency systems to guide members.
• Keep any area in the line of sight clean and clutter free.
• Keep personal phone usage at a minimum and focus on members and guests (no earbuds)
• Have proficiency 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.