Ideal Candidate: This applicant is a warm and outgoing individual with experience in a fast-paced administrative/customer service/supervisory environment. Main responsibilities will include focus on the membership experience, customer service, supervising the Service Desk team, overseeing daily operations of the Service Desk, and 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 members and the JCC staff professional team. Prior customer service experience in a non-profit/hospitality environment preferred. Must be flexible with days and evenings, events and some possible weekends.

Job Summary: The Membership Experience Coordinator/Service Desk Supervisor will focus on member onboarding, the JCC’s member interactions plus member retention. Additionally, this person is responsible for ensuring that a high standard of customer service for the Service Desk team is established and maintained. Scheduling, hiring, training, onboarding of Service Desk team is essential. This position will be part of the membership team and will work closely with the Membership Director and Registrar in areas such as training staff, onboarding of members, member experience, retention, new membership sales and other membership related services, including some accounting and collections. Their responsibility includes all Service Desk standards of practice and responding to member inquiries, comments and suggestions, acting as the JCC’s first line of communication with members along with the Service Desk team. This individual should also be well informed with up-to-date information about MBJCC membership, programs and events to ensure that they are able to promote and discuss all departmental information accordingly to all customers. This position requires strong administrative and organizational skills, ability to be autonomous and utilize independent judgement that is best for the organization and its mission. This position also requires teamwork, initiative and maintaining a professional warm relationships with staff, members/guests and program participants.

Essential Functions
 Member onboarding, experience/relationships, communication and retention
 Efficiently handle the check-in/onboarding processes for members/guests and ensure all SOP’s are being upheld by Service Desk staff
 Receive/Manage/Forward member requests, feedback and complaints effectively and in a timely manner.
 Oversee Service Desk team and ensure all Customer Service expectations are being met and maintained
 Create a warm welcoming professional environment at the Service Desk for all members/guests entering the JCC
 Develop, schedule and convene monthly Service Desk staff meetings
 Focus on the membership experience and member retention through various avenues (phone calls, events, one-one conversations, activities)
 Give Sales Tours when needed 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 and organized as well as lobby (signage, TVs, etc.)
 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 closely with Membership Director/Registrar; hire/train/schedule and supervise the Service Desk Team
 Work cooperatively and keep open communication with all departments of the MBJCC including security team.
 Maintain a positive “open door” rapport with Service Desk team and ensure our positive organizational culture is maintained
 Work as part of the MBJCC team overall and as part of the team for various organizational functions/events throughout the year.
 All other duties as deemed necessary by Supervisor and the executive team.

Minimum Job Requirements:
Education:
Associates Degree or a BA preferred

Experience:
4+ 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

Position Supervised by: Membership Director

Supervisory responsibility: Service Desk Team