Customer Service Associate Part-Time

Description

SANDRA AND LEON LEVINE JCC

The Sandra and Leon Levine Jewish Community Center is a non-profit, social service agency founded upon Jewish ethics and values. The Center provides and initiates diversified social, educational, recreational and cultural programs within a Jewish setting. The JCC is a partner in serving the community, is affiliated with the JCC Association of North America and a beneficiary agency of the Jewish Federation of Greater Charlotte.

Qualifications / Attributes:

The Customer Service Associate must demonstrate the ability to be open to give and receive feedback in a respectful manner, be an active and respectful listener, be encouraging and supportive of new ideas and suggestions, be a user and receiver of varied means of communication and be consistent in their delivery of service and interactions with members and colleagues. The Customer Service Associate must also be timely, specific & clear with expectations, and hold one-self and others accountable. These qualities are expectations of the position and help the LJCC to maintain integrity and build a cohesive team.

POSITION PURPOSE:

To provide high level customer service in all functions of the Customer Service Center (CSC) and Outdoor Aquatics Entrance (OAE), related to programs, courses, events, and member services, on a daily and annual basis. This delivery of service includes greeting on arrival and departure, prompt communication in all channels, commerce transactions, course enrollment, mitigation and resolution of customer concerns and needs, and will ensure the smooth functioning and delivery of the LJCC programs, courses, and services, for our members, program users, and guests and that the highest level of customer service is met.

The Customer Service Associate promotes cooperation, participation and harmony within the Customer Service Department and the LJCC as a whole, creating a sense of collegiality and professionalism in the team environment. The Customer Service Associate is part of the LJCC Staff team and participates in Staff meetings and other varied forms of communication. The Customer Service Associate will participate in center-wide organizational tasks and program delivery as directed by the Customer Service Manager or Senior Leadership of the LJCC.

The expectation is a year-round part-time schedule, including opening and/or closing shifts during regular operating hours, potential weekend hours, and with the opportunity for additional hours on a substitute basis.

Schedule for this role includes:

Wednesday: 2:45pm-7:00pm (CSC)

Thursday: 2:45pm-7:00pm (OAE)

Saturday: 11:45am-7:00pm (CSC)

ESSENTIAL FUNCTIONS:

• The Customer Service Associate is responsible for the delivery of excellent customer service to members, program users, guests, and visitors to the LJCC and Shalom Park. The Customer Service Associate will provide service at the Customer Service Center and/or Outdoor Aquatics Entrance, for the delivery of all customer service program functions, including systems implementation, and operation of the Customer Service Department in accordance with the policies and philosophy of the Levine JCC.

With specificity, the Customer Service Associate will:

• Ensure that every LJCC member, program user, and guest is individually greeted upon every entry and exit into the Levine JCC in a professional, courteous and cheerful manner.
• Answer incoming telephone calls in a professional, courteous manner and direct or transfer the customer to the appropriate person/agency.
• Provide direct service as a member of the Customer Service staff.
• Ensure commerce transactions and course registrations are processed promptly and efficiently.
• Ensure the timely passing of information to and from LJCC program departments through work with staff and members, as well as partner agencies and organizations, to ensure that members, program users, community members and guests receive accurate and timely information regarding LJCC programs, courses, events and services.
• Provide correct information to customers regarding activities, programs, and membership services offered at the Levine JCC in a proactive manner. Ensure all other Customer Service Department staff have access to and are able to correctly relay this information.
• Positively promote LJCC classes, programs and services to ensure that programmatic purchases are made and to ensure that sales increase.
• Ensure for your professional growth by participating in regular direct supervision meetings, professional development seminars, orientations, and trainings to ensure the highest levels of customer service delivery and standards are met.
• Ensure the Customer Service Manager is informed in instances when the Customer Service Center and Outdoor Aquatics Entrance do not have necessary supplies to deliver their job functions.
• Ensure for the preparation of the work space and cleanliness and organization of the Customer Service Center and Outdoor Aquatics Entrance, as necessary.
• Be/become proficient with our Customer Relations Management System (Accrisoft Freedom) including, but not limited to, member check-in, course registration, fee collection, overrides, adjustments, vouchers, reservations, membership photos/scan cards and information procurement.
• Become fully versed in and display an ability to execute current LJCC and Foundation of Shalom Park security and emergency rules and regulations effectively.
• Ensure that all member and agency information is kept in strict confidentiality.
• Maintain accountability for all Customer Service Center and Outdoor Aquatics Entrance operations. Manage daily intake of money at these locations and resolve any reconciliation inconsistencies.
• Resolve conflicts in a professional manner and assist staff with resolving any member conflicts in a professional manner. Display sound judgment in all interactions with members and staff and react quickly and appropriately under pressure.
• Perform other duties and assume additional responsibilities as needed under the direction of the Customer Service Manager or the Senior Leadership Staff of the LJCC.

Requirements

• Minimum of 1-5 years’ experience in customer service and administration in a community-based setting.
• Minimum 1-5 years of experience in CRM system use, knowledge, and operation.
• Demonstrate proficiency with computer software: including MS Word, Excel, and Outlook. Proficiency with Accrisoft Freedom system is preferred; however, training on this system will be provided as needed.
• Demonstrate effective written, verbal and interpersonal communication skills and customer-service orientation with specific strength in diplomacy and discretion strongly preferred.
• Demonstrate exceptional people and communication skills (in-person and on the telephone).
• Ability to manage multiple tasks and possess excellent organizational skills.
• Demonstrate ability to work effectively, both independently and as part of a team; display sound judgment and work well with all Customer Service Staff, LJCC departments and Shalom Park agencies.
• Ability to maintain a flexible work schedule, including early mornings, evenings, weekends, holidays and special events.

Knowledge, Skills and Abilities Requirements:

The Customer Service Associate must:

Demonstrate skills in leadership, effective management strategies and organization, creativity and flexibility, excellent verbal and written communication skills and effective interpersonal skills necessary to work with adults. Must have strong organizational skills coupled with the ability to prioritize tasks.

Possess knowledge of, or willingness to learn, Judaic culture and traditions including, but not limited to, Jewish holidays, rituals and customs.

Possess the ability to articulate the influences of Judaic culture on our programs to members and staff. Be sensitive to cultural differences, demonstrate flexibility and enthusiasm in work style, create a positive and harmonious workplace, effectively manage time and responsibilities and understand individual leadership styles and their influence on the well-being of the department staff. Must be able to multi-task and possess strong abilities in conflict resolution and management of challenging personalities.

Must have the ability to a flex working schedule to accommodate the Customer Service Department needs.