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    Customer Service Desk Supervisor - Miami Beach, United States - Galbut Family Miami Beach Jewish Community Center

    Galbut Family Miami Beach Jewish Community Center
    Galbut Family Miami Beach Jewish Community Center Miami Beach, United States

    2 weeks ago

    Default job background
    Description

    **Reports To:** Membership Director

    **Department:** Service Desk

    **Status:** Exempt/Full-time

    **Location:** Miami Beach

    **Salary Range:** $28,000 -$32,000/annually****

    ****

    ****

    **Ideal Candidate:** This applicant is a warm and outgoing individual with experience in a fast-paced

    administrative/supervisory environment. Main responsibilities will include supervising the Service Desk team and

    overseeing daily operations of the Service Desk, ensuring that standards of practice are met daily. Additional

    responsibilities include setting the organizational standard for customer engagement and serving as a communication

    channel between the Service Desk team and the Membership Director. Prior customer service experience in a nonprofit/hospitality environment preferred.

    **Job Summary:** The Customer Service Desk Supervisor is responsible for ensuring that a high standard of

    customer service for the Service Desk team is established and maintained. The Customer Service Desk

    Supervisor will handle scheduling and participate in hiring/training/onboarding of Service Desk team. The

    Customer Service Desk Supervisor will work closely with the Membership Director in areas such as member

    retention, onboarding, new membership sales and other membership related services. The Customer Service

    Desk Supervisor has the responsibility of all Service Desk standards of practice and is responsive to member

    inquiries in addition to Service Desk team needs. The Customer Service Desk Supervisor also responds to

    members comments and suggestions, acting as the JCCs first line of communication with members along with

    Service Desk team. Will be required to learn up-to-date information about MBJCC membership, programs and

    events to ensure promotion and be able discuss all departmental information accordingly to all customers. This

    position requires strong administrative skills, ability to be autonomous and utilize independent judgement that is

    best for organization as a whole and in line with organizations mission. This position also requires this person

    to be a team player who takes initiative and builds and maintains professional yet warm relationships with staff,

    members/guests and program participants.

    **Essential Functions:**

    Work closely with Membership Director; hire/train/schedule and supervise the Service Desk Team

    Oversee Service Desk team and ensure all Customer Service expectations and all Standard Operating

    Procedures are being met and maintained

    Create a warm welcoming yet professional environment at the Service Desk for all members/guests entering

    the JCC

    Efficiently handle the check-in/onboarding processes for members/guests (all health and safety protocols)

    Receive/Manage/Forward member requests, feedback and complaints effectively and in a timely manner.

    Follow proper chain of command when communicating this information

    Assist Membership Director in developing, scheduling and holding monthly Service Desk staff meetings

    Give Sales Tour and present membership information to prospective members while discussing other areas

    of MBJCC

    Be knowledgeable and educate members about all current and upcoming programs and activities offered by

    the MBJCC

    Promote MBJCC services and activities in various lines of communication (phone, email, verbal)

    Ensure that Service Desk is always well stocked and clean

    Ensure that the Service Desk team and all flyer/schedule/promotional areas throughout building have

    current information and marketing materials for all programs/membership

    Maintain inventory of supplies at Service Desk (PPE and Admin supplies)

    Maintain; Tours/Package Receivables and Lost and Found logs

    Work cooperatively and keep open communication with all departments of the MBJCC

    Maintain a positive open door rapport with Service Desk team and ensure organizational culture is

    maintained

    **Minimum Requirements:**

    **Education:** Associates Degree or a BA preferred

    **Experience:** 3-5 years in administrative/customer service and supervisory/management experience a plus

    **Specific Skills:** Customer Service, Interpersonal Communication (Written and Verbal), Basic Computer

    (Microsoft Office/Outlook), Calendar Management, Basic Accounting and Handling of Monies, Multitasking,

    Self-Motivated, Anticipates Needs and Highly Organized

    **Specialized knowledge, licenses, etc.:** First Aid/CPR Certified preferred

    **Supervisory responsibility, if any:** Service Desk Team

    **Benefits/ Perks:**

    Medical

    Vision

    Dental

    Life Insurance

    Short-term disability

    403A/403B

    Free Staff Membership

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