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    Member Services Lead - Dallas, United States - Jewish Community Center Of Dallas

    Jewish Community Center Of Dallas
    Jewish Community Center Of Dallas Dallas, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    The Member Service Lead exemplifies the "face of the J;" coordinating the relationship with customers and member service representatives. This person will develop and maintain a concierge level customer service for guests, members, and staff. This position is instrumental in creating a welcoming environment and unifying the services we provide at our welcome desks.

    This is a full-time, 40 hours per week non-exempt position with benefits. Standard work hours will be Saturday 10AM-6PM, Monday-Thursday 2:00PM-10:00PM with hours to be determined by the supervisor. Flexibility is necessary as the schedule may change due to the agency's needs. The Jewish Community Center is an EOE (equal opportunity employer).

    ESSENTIAL FUNCTIONS:

    · Ensure excellent customer service is provided to all guests and members entering the JCC.

    · With the supervision of the CRM, provide on-the-job support during their shift to front line staff on service standards.

    · Create resources for staff during their shift, that will provide up-to-date knowledge on all JCC programs, promotions, events, and facilities.

    · Be equipped to provide members with updates on programs, changes and building activities.

    · Offer tours and maintain the highest level of knowledge pertaining to the facilities and programs.

    · Help potential members to sign up for the correct JCC membership type and collect necessary information.

    · Assist members and staff in the utilization of systems like My J App, Avocado Portal and other relevant platforms.

    · Ensure all welcome desk areas and locker rooms are equipped with necessary materials like towels, locker room essentials.

    · Coordinate with housekeeping to make sure all common areas are pristine clean.

    · Communicate any facility issues to the facilities team.

    · Properly open and/or close the building according to the opening/closing checklists.

    MEMBER ENGAGEMENT:

    · Build a conversation rapport with members to ensure the correct service is being provided to the member.

    · Learn how to use the new system, contribute, and help members on the new system.

    · Provide customer service for members on their renewals, payment updates, program participation, JCC accounts, My J App accounts and related tools.

    · Step in during escalated member complaints with a calm approach. Understand the customer's need and find the right solution or reach out to the right person to resolve the matter promptly.

    · Contact new members to ensure they are satisfied with their membership and solicit feedback.

    · Monitor and contact members monthly who are identified at risk due to lack of engagement.

    WELCOME DESK:

    · Professional appearance, proper attire, manner, tone, and attitude

    · Extend a pleasant welcome to everyone that enters the building.

    · Take the initiative to become proficient in Avocado to anticipate members' needs.

    · Keep any area in the line of sight clean and clutter free.

    · No earbuds/air pods in ear while at the front desk

    · Proficient in all Microsoft Office Programs; Intermediate Excel required.

    · Must be a problem solver.

    · Take initiative and require little supervision.

    The Member Service Lead will be a collaborator as part of the JCC Professional Staff. He/she must be aware of the JCC Mission Statement and work within the frameworks of that mission. Responsibilities of the job may change as the needs of the JCC and/or community change.

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