Member Services Shift Manager

Job Description

Job Description

The Member Services Shift Manager is the primary point of contact for members and visitors and serves as the face of The J. This position delivers concierge-level customer service, provides information and assistance, and helps create a welcoming, efficient, and positive experience at the Welcome Desks. Work hours will be determined by the supervisor prior to acceptance. Flexibility is necessary as the schedule may change due to the needs of the agency. This is a full-time, non-exempt position with benefits. The Jewish Community Center is an EOE (equal opportunity employer). 

ESSENTIAL FUNCTIONS:

• Create a welcoming and positive first impression for visitors to the JCC.
• Ensure excellent customer service is provided to all members and guests visiting the JCC.
• Follow policies and procedures for allowing access to the facility.
• Perform duties on the Opening and Closing Check List and for daily operations.
• Answer phones/transfer calls.
• Maintain up to date knowledge of all JCC programs, promotions, events, and facilities.
• Follow member service standards and enforce agency policies and procedures.
• Be the “go to person” for members with updates on changes to events, programs, closures and building activities.
• Conduct tours

MEMBER ENGAGEMENT:

• Build a conversational rapport with members to enhance member experience and ensure their needs are met.
• Assist members with logging in and navigating the functions of their JCC account and My J App.
• Perform Point of Sale transactions.
• Maintain knowledge of service recovery protocols, workflow and reporting. 
• Demonstrate proficiency in using agency wide applications to update data, identify member issues, troubleshoot baseline problems and collaborate with Member Experience Associates on service recovery. 

MANAGER ON DUTY:

• Step in as the point of contact in reporting emergencies to the management team outside of office business hours (before 8am and after 6pm).
• Serve in a supervisory capacity to MSR’s when the Member Services Manager is not present or outside of office business hour (before 8AM, after 6PM).
• Take accountability for the resolution of service recovery issues that arise outside of office business hours.

WELCOME DESK REQUIREMENTS:

• Professional in appearance, manner and tone.
• A team player who possesses the ability to work in a collaborative environment.

• 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 Microsoft Office Programs; Intermediate Excel required.
• Familiarity with CRM’s a plus.
• Must be a problem solver.
• Take initiative and require little supervision.

The Member Services Shift Manager 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.