Senior Customer Engagement Representative at JCC Chicago

Job Summary:

The Senior Customer Engagement Representative will play a key role in establishing an organizational culture where community members are at the forefront, the center of all we do. The Senior Customer Engagement Representative is responsible for the overall customer experience, operations oversight, best practices, and compliance at Horwich JCC. As a key liaison with agency staff, members and community, the Representative implements, trains staff, and models the agency’s customer experience standards, ensuring consistent, high-touch and personalized engagement to the community. 

Key areas of responsibility:

• Partner with Manager to develop, train and implement Customer Engagement team on a model that provides community members across the agency with a consistent, outstanding customer experience.
• Partner with Manager to develop and maintain Standard Operating Procedures (SOPs) for Customer Engagement team to ensure alignment and use of best practices across team.
• Assist in lead tracking and conversion of JCC Chicago Fitness Memberships, swim, and personal training inquiries.  
• Partner with Manager in strategic planning and problem-solving regarding customer experience issues.
• Work with Manager to develop and/or improve communication and safety systems, especially as they relate to the customer experience.
• Actively participate in agency events to build and strengthen collaborative relationships across agency.
• Supervise all aspects of front desk/front office operations, including all cash handling, ordering, and staff hiring/ coaching/evaluation.  Provide coverage at the front desk as needed.
• Act as first point of contact for all rental groups, both internal and external; create room reservations, maintain contracts, schedule all facility requests and security, as needed. 
• Act as Manager on Duty in the absence of the Manager, Customer Engagement. 
• Order, maintain and store supplies as needed. 
• Check in members and guests to the facility, creating key cards as needed. 

Key Essential Job Duties/Physical Duties:

• Repetitive movement of arms and hands to operate computer, keyboard and mouse.
• Ability to stand; walk and stoop, kneel, crouch, or crawl.
• Ability to operate equipment such as phone, computer keyboard, calculator and standard office equipment.
• Be able to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Vision: close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• React with physical and mental alertness in emergency situations and assist in evacuation of building.

Days/Hours/%Travel:  Days and times subject to change with scheduled events. 
Monday – Friday 5:45AM – 12:45PM

Direct Reports (titles and FTE%): 0

Indirect Reports (titles and FTE%) 0

Compensation

$20 - $24/hour, commensurate with experience

Education Qualifications:

• Associates Degree; coursework in Business Administration or related preferred.

Other Requirements:

• Previous experience hiring, supervising, and mentoring staff preferred.
• Demonstrated success creating a warm, welcoming environment with a focus on providing outstanding customer service.
• Previous sales and customer service experience in a highly service oriented environment.
• Demonstrated proficiency at an Intermediate/Advanced level with Microsoft Word, Excel, Dakxo, or other databases with demonstrated ability to learn other technology as needed.
• Strong organizational and multitasking abilities.
• Success working in an environment requiring strong problem solving, strong numbers aptitude, and attention to details.
• Experience setting up customer service procedures and protocols helpful.
• Demonstrated ability to follow up and follow through.

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