Department: Service Desk
Location: Miami Beach

Ideal Candidate: This applicant is a warm and outgoing individual with experience in a fast-paced
administrative/supervisory environment. Main responsibilities will include supervising the Service Desk team and
overseeing daily operations of the Service Desk, ensuring that standards of practice are met daily. Additional
responsibilities include setting the organizational standard for customer engagement and serving as a communication
channel between the Service Desk team and the Membership Director. Prior customer service experience in a nonprofit/hospitality environment preferred.

Job Summary: The Customer Service Desk Supervisor is responsible for ensuring that a high standard of
customer service for the Service Desk team is established and maintained. The Customer Service Desk
Supervisor will handle scheduling and participate in hiring/training/onboarding of Service Desk team. The
Customer Service Desk Supervisor will work closely with the Membership Director in areas such as member
retention, onboarding, new membership sales and other membership related services. The Customer Service
Desk Supervisor has the responsibility of all Service Desk standards of practice and is responsive to member
inquiries in addition to Service Desk team needs. The Customer Service Desk Supervisor also responds to
members’ comments and suggestions, acting as the JCC’s first line of communication with members along with
Service Desk team. Will be required to learn up-to-date information about MBJCC membership, programs and
events to ensure promotion and be able discuss all departmental information accordingly to all customers. This
position requires strong administrative skills, ability to be autonomous and utilize independent judgement that is
best for organization as a whole and in line with organization’s mission. This position also requires this person
to be a team player who takes initiative and builds and maintains professional yet warm relationships with staff,
members/guests and program participants.

Essential Functions:

• Work closely with Membership Director; hire/train/schedule and supervise the Service Desk Team
• Oversee Service Desk team and ensure all Customer Service expectations and all Standard Operating
  Procedures are being met and maintained
• Create a warm welcoming yet professional environment at the Service Desk for all members/guests entering
  the JCC
• Efficiently handle the check-in/onboarding processes for members/guests (all health and safety protocols)
• Receive/Manage/Forward member requests, feedback and complaints effectively and in a timely manner.
• Follow proper chain of command when communicating this information
• Assist Membership Director in developing, scheduling and holding monthly Service Desk staff meetings
• Give Sales Tour and present membership information to prospective members while discussing other areas
  of MBJCC
• Be knowledgeable and educate members about all current and upcoming programs and activities offered by
  the MBJCC
• Promote MBJCC services and activities in various lines of communication (phone, email, verbal)
• Ensure that Service Desk is always well stocked and clean
• Ensure that the Service Desk team and all flyer/schedule/promotional areas throughout building have
  current information and marketing materials for all programs/membership
• Maintain inventory of supplies at Service Desk (PPE and Admin supplies)
• Maintain; Tours/Package Receivables and Lost and Found logs
• Work cooperatively and keep open communication with all departments of the MBJCC
• Maintain a positive “open door” rapport with Service Desk team and ensure organizational culture is
  maintained

Minimum Requirements:
Education: Associates Degree or a BA preferred
Experience: 3-5 years in administrative/customer service and supervisory/management experience a plus
Specific Skills: Customer Service, Interpersonal Communication (Written and Verbal), Basic Computer
(Microsoft Office/Outlook), Calendar Management, Basic Accounting and Handling of Monies, Multitasking,
Self-Motivated, Anticipates Needs and Highly Organized
Specialized knowledge, licenses, etc.: First Aid/CPR Certified preferred
Supervisory responsibility, if any: Service Desk Team

Benefits/ Perks:

• Medical
• Vision
• Dental
• Life Insurance
• Short-term disability
• 403A/403B
• Free Staff Membership