Customer Experience Coordinator

Description

Overview of GCC: 

The Goodman Community Center (GCC) serves our entire community, welcoming individuals of all ages and backgrounds. Our programs and services are designed to enhance lives and strengthen our community. We are committed to fostering a community where everyone is valued and has the resources needed for success. 

Position Description

The Customer Experience Coordinator serves as the first point of contact for many visitors to the Goodman Community Center and plays a key role in ensuring a welcoming environment for everyone. This position also helps the Operations and Hospitality teams ensure that the facility opens on time, is secure at the end of the day, and assists in its smooth functioning and operations throughout the day.

This is a part-time, variable-hour, non-exempt position; weekend availability is needed. It is an hourly position, $20 per hour, and not benefit-eligible.

Requirements

Essential Functions

• Answer and route calls to the appropriate extension.
• Complete opening and closing procedures.
• Provide information and answer general questions about the Center. Refer callers to services as appropriate.
• Courteously greet visitors, customers,responsibilitiesWithandproper responsibilities, and participants in person.
• Enforce facility-use policies and respond to facility guest and staff questions as needed.
• Keep the workstation and main lobby common areas organized and free of food and clutter.
• Provide customers and staff with commonly used forms and brochures.
• Process GCC program registrations – distribute appropriate forms to customers, receive payments when applicable, and route completed registrations to appropriate staff.
• Sell GCC goods and services and process payments and donations through the Point of Sale system.
• Open and close the cash drawer as described in POS procedures.
• Keep bulletin boards current and organized.
• Help train & direct volunteers to provide coverage or support at the desk.
• Arrive to open and/or stay until close, and guests vacate GCC, as scheduled.
• Provide Fitness Center membership information.
• Ensure all Lussier Fitness Center drop-in guests pay per use and receive and return door fobs for each visit.
• Assist facility users by checking out/in equipment, answering questions about AV or other equipment, ensuring rooms are set up according to room diagrams and that proper signage is posted, processing payments, providing room-use policies and attendance forms, and providing facility users with materials and supplies when needed/available.
• Troubleshoot facility renter needs HVAC, equipment & resources, custodial needs, payments, etc.
• Support Splash Pad when in season and troubleshoot as necessary.
• Answer questions and provide materials to customers inquiring about facility use, directing them to the website and Events staff as appropriate.
• Support Hospitality Team. with data entry and other organizational tasks as requested and as time allows.
• Report and record any building issues (e.g., door locks and security, HVAC not functioning, spills, and damage to GCC property) to the appropriate departments.
• Perform other job-related duties as required or assigned, which are reasonably within the scope of the duties of this position.

Qualifications

• Required to pass background check post-offer
• Knowledge of Microsoft Office Suite, especially Word, Outlook, and Excel.
• Able to maintain the confidentiality of customers, volunteers, staff, and participants we serve.
• At least six months experience working with multiline phone systems.
• Experience with cash handling and POS systems.
• Excellent verbal and interpersonal communication skills, including phone etiquette.
• Ability to respond to changing situations flexibly to meet current needs, such as reprioritizing work as necessary.
• Experience working in a nonprofit setting with a diverse customer base.
• First Aid/CPR/AED certification or ability to acquire certification.
• Desired but not required bartender license or ability to acquire one.

Benefits:

• Annual Review with opportunity for up to 3% merit increase
• Employee Assistance Program

Salary : $20