Duties and Responsibilities:

• Supervise all functions of front desk area, including membership sales and transactions, guest relations, scholarship processing, oversight of guest services team to include front desk staff and coordinators.
• Set the tone for customer’s first point of contact at The Salvation Army Ray & Joan Kroc Center.
• Reasonable understanding of the various applications that make up the Traction Rec, UPace, and Kiosk Applications.
• Take an active leadership role in developing or contributing to successful member growth programs.
• Thorough knowledge of Kroc Center operations, business processes and policies. Maintain positive relationships with Kroc facility partners (NIPT, CAST, Monday Morning, Insurance Plan partners, and others).
• Ability to synthesize information and knowledge to establish where issues and inefficiencies exist, then propose and execute solutions, particularly as it relates to personnel and front desk operations.
• Be the escalation point for customers/member service issues. This includes but is not limited to invoices, complaints and/or refunds, transactional complexities, and computer data problems or concerns.
• Meet with potential members and outline member benefits with the goal of securing new memberships. Prepare front desk staff to do the same, with confidence.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, front line users and subject matter experts.
• Develop and effectively present staff training programs that will assist in growing a culture of excellence in service. Both group and one on one training required to encompass customer service, POS and continued Traction Rec application.
• Understand and contribute to the maintenance of the membership database of records utilizing a complex computer program.
• Utilizing data to identify trends and developing a system of communication through summary, charts and graphs.
• Collaborative annual assessment of member policies and procedures in collaboration with the leadership.
• Identify opportunities for improved system support.
• Create a calendar or system that includes but is not limited to tracking deadlines, maintenance goals, system updates and training. This will ensure accuracy and cohesion throughout departments as it relates to system knowledge and expectations.
• Working knowledge of Microsoft Windows and Office.
• Perform other assignment/duties as directed.

General Qualifications and Proficiencies:

• Desire and ability to participate in the mission of The Salvation Army.
• At least three years of prior experience in programming, member services or IT in a community center setting.
• Bachelor’s degree in business, finance, information systems or equivalent experience.
• Demonstrated administrative experience with a high level of organizational and multi-tasking abilities.
• Aptitude and interest in learning about technology and information systems and how to apply them to support The Kroc Center’s needs.
• Demonstrated ability to communicate effectively to large groups of people using persuasive public speaking techniques and in writing.
• Ability to organize and manage information and people.
• Must be able to function effectively with minimal or no supervision and as part of a team.
• Maintain a professional attitude and approach to problem solving.
• Work well and stay motivated with minimal direct supervision.
• Always abide by TSA policies and procedures.
• Ability to thrive in a team centered environment.

Physical Requirements:

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis
• Ability to grasp, push, pull objects and reach overhead.
• Ability to lift and carry 40 lbs.
• Ability to operate a telephone
• Ability to operate a computer

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests if the accommodation needed is reasonable and no undue hardship would result.

General Statements

The above is general in nature and is not intended to be exhaustive.

Special Comments:

I understand that as an employee I represent The Salvation Army and agree to respect and work within its Christian tenets.

This position has access to confidential and private information. It is essential that confidentiality and privacy be observed in the fulfillment of your responsibilities.

I understand that I will be covered by Workers’ Compensation Insurance while on the job and agree to cooperate in properly reporting all work-related injuries or accidents to my supervisor immediately.

I further understand that The Salvation Army does not participate in unemployment compensation insurance, and I will not accrue unemployment benefits while working for The Salvation Army.

Equal Employment Opportunity: Minorities/Women/Disabled/Protected Veterans

Experience

• 3 year(s): At least three years of prior experience in programming, member services or IT in a community center setting.

• Bachelor’s degree in business, finance, information systems or equivalent experience.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)