Customer Services Systems Analyst

This position requires a person that leads through service, building trust that results in positive working relationships between all departments and Kroc members and guests. Equally important is the need for someone who excels at analyzing and solving problems. Lastly, a qualified candidate needs to be disciplined and self-managed.

The Guest Services Analyst will assist leadership as required in staff training, implementation and execution of Center based software tools. The person in this position will work closely with divisional and territorial staff to secure knowledge, executive level expectations and strategies to maintain a high standard.

Duties and Responsibilities :

• Proven understanding of the various applications that make up all facets of the Sales Force suite, including TractionRec and UPace, along with foundational knowledge of past platforms (RMS, CCMS, Community Connect) and Kiosk Applications.
• Thorough knowledge of Kroc Center operations, business processes and policies.
• Manage and run the monthly membership autopay process, including preparatory and post run work, with an end goal of maximizing membership income and establishing best practices.
• Collaborative engagement with Kroc finance team to drive efficiencies in POS, invoice and voucher processes.
• Facilitate back-end functionality for special membership plans and groups, including Corporate Memberships. Work in partnership with Member Services manager to ensure smooth operation of insurance, scholarship, and prime membership plans.
• Excellent verbal and written communication skills and the ability to represent The Salvation Army Kroc Center professionally and in collaborative spirit when working with divisional, territorial, IT and external vendors / partners.
• Ability to synthesize information and knowledge to establish where issues and inefficiencies exist, then propose and execute solutions.
• Write and develop SOP’s and training materials in provision of consistent training, accuracy in processing all things related to membership management.
• Train various department staff with an ability to effectively present information and respond constructively to questions from those with varying levels of understanding and confidence, including areas of TractionRec, POS technology and system use in all aspects of software and system uses.
• Oversee 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.
• Ability and desire to continuously learn. Including but not limited to understanding new technologies.
• Ability to read, analyze and write technical manuals and reports.
• On-line chat oversight, and involvement.
• Collaborative annual assessment of member policies and procedures.
• 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.
• Build constructive relationships and maintain communication within all departments.
• Perform other assignment / duties as directed.

General Qualifications and Proficiencies :

Physical Requirements :

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 would attempt to satisfy requests if the accommodation needed is reasonable and no undue hardship will 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.

The Salvation Army will comply with all governmental orders and any contractual obligations relative to COVID-19 safety measures. The Salvation Army will consider requests for exemptions from any such requirements on either religious or medical grounds.

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