Lead Customer Service and Events Coordinator

The Lead Customer Service / Events Coordinator acts as a key liaison between the community, customers, and internal staff, playing a vital role in ensuring the smooth and efficient operation of customer service. The position serves as a key customer service representative for the organization, providing welcoming, professional, and responsive experience for community members, visitors, staff, and prospective clients. A key responsibility of the role is coordinating private events and facility rentals and serving as the primary point of contact for clients from the initial inquiry through event booking. Throughout all responsibilities, the position emphasizes excellent customer service, timely communication, attention to detail, and a positive experience for clients and community partners. Essential Duties And Responsibilities Customer Service and Administrative Tasks Serve as liaison (w/Administrative Services Manager- ASM’) to all departments to review and resolve customer/staff workflow and/or client relations as needed. Meets with Home Care/SCS users-staff to identify service process delays/issues (w/ASM). Leads customer service team to implement high-quality customer service satisfaction, including surveys and follow up communications. Works with Administrative Services Manager to develop/implement CSR training improvements. Performs monthly CSR telephone call data reviews and monitor customer complaint log and escalating as needed. Receives and processes vendor invoices for payment and records in Salesforce. Delivers written, oral, and electronic messages/updates to SCS staff. Receives and distributes incoming mail and faxes to appropriate staff. Supports and assists staff with clerical support for postage, supplies and processing outgoing mail, regular and/or overnight. Provides back-up coverage at Customer Service Welcome Center as needed. Rental Services Responds to space rental inquiries via phone or email and enters all rental information into Salesforce. Schedule appointments with potential clients to view the rental space during and after business hours (if needed). Ensures the floor plan set-ups are reviewed with clients prior to events and set-up accordingly and completes all rental documents and coordinates payment with fiscal staff. Coordinate set up and implementation of internal SCS or public events with IT, Facility, and program staff. Collects appropriate data and prepares monthly reports on rental events, payments, and insurance activity. Insurance Administrative Support Process and review insurance documentation and ensure all documents are complete for new and renewal policies. Monitors and maintains insurance package renewal/expiration dates. Liaises with departments/staff to ensure timely flow and retrieval of document requests. Requests and disseminates insurance certificates as required by programs. Prepares and organizes document packets to carriers and/or authorized parties. File and maintain insurance files. Specialized Skills And Competencies Interpersonal and Customer Service Skills: As this role involves interacting with guests, clients, staff, and vendors the individual must be respectful and attentive to the needs of others. The SCSR will be required to efficiently multi-task and prioritize in a high-volume, fast-paced environment. Good Judgment: The Lead Customer Service / Events Coordinator is responsible for identifying/assessing service delivery quality and efficiencies and must ensure that all complaints/issues are appropriately screened and reviewed for resolution with the ASM and/or AED Operations based on the need or situation. Organization and Prioritization Skills: As this role is responsible for multiple tasks, which are time sensitive, organization and the ability to prioritize is needed to ensure operational effectiveness. Problem Solving Skills: As this role involves assessing issues, the ability to troubleshoot, implement resolutions, and direct issues to the appropriate staff is necessary. Physical Requirements: This role requires prolonged sitting and extensive use of a hand-held telephone device. Qualifications High school diploma or equivalent; college a plus Three (3) years of customer service or hospitality experience required. Strong time management skills with the ability to multi-task and prioritize in a demanding fast paced environment. Proficiency in Microsoft Office, including Word, Excel, and PowerPoint. Excellent verbal and written communication skills. Fluency in English and Spanish both verbally and writing. Hourly Rate: $23.00 - $27.00 (Non-Exempt) Reports To: Administrative Services Manager Schedule: Monday-Friday, 9 am - 5 pm Occasional Evening and Weekend Hours (may vary) 11 am - 7 pm (Weekday/end) SCS Offers An Excellent Benefits Package Comprehensive medical, dental and vision insurance 403(b) retirement plan with employer contribution Flexible spending account and transit program Employee Assistance Program 20 days of paid vacation and 12 paid sick days per year 10 paid holidays six personal/floating days life insurance long-term disability All positions at Sunnyside Community Services are filled without regard to race/color, religion/creed, national origin, age, sex/gender, sexual orientation, gender identity or expression, disability, pregnancy-related condition or lactation, military/veteran status, marital status, familial status, caregiver status, sexual or reproductive health decisions, height, weight, status as a victim of domestic violence/stalking/ sex offenses, predisposing genetic characteristic, immigration or citizenship status, prior arrest or conviction record, credit history, salary history, unemployment status, pre-employment marijuana testing, union affiliation/activity, or for reporting or opposing discrimination on these bases or for reporting or opposing violations of workplace health and safety, pay equity or practices, or for participating in any internal or any legally protected status listed in the New York City Human Rights Law (NYCHRL). All are encouraged to apply. Sunnyside Community Services strives to address, explore, and educate all our stakeholders about the diversity of human experience and to advance and integrate racial equity and social justice into all organizational policies and programs. We believe that everyone, regardless of who they are or what they do for the organization, should feel equally involved and supported. Sunnyside Community Services represents a commitment to considering the whole person and how systemic barriers and access to opportunities can affect their well-being. Equal Opportunity/Affirmative Action Employer #J-18808-Ljbffr Sunnyside Community Services, Inc.