Guest Services Lead Associate

Job Summary:

To provide welcoming, friendly service to all guests and members of the JCC and Federation agencies in person, over the phone and via e-mail. The Guest Services Lead Associate will assist the Member Experience Manager and Assistant Director of Membership by acting as a liaison to all Guest Services staff and to those entering the building inquiring about the JCC. Guest Services Lead Associate must be able to multitask in a busy environment in a friendly and welcoming manner. This position requires proficient use of a computer and membership database system.

Job Responsibilities:

• Provide superior customer service to both guests and members of the JCC in a proactive fashion. Resolve member issues in an empathetic manner and provide solutions to member issues.
• Maintain records with respect to the JCC such as membership changes, cancellations, membership sales, prospective members, and guest passes in the membership database.
• Operate the main switchboard for the JCC and all Federation agencies. Must maintain friendly demeanor and maintain awareness of all activities occurring on campus.
• Provide friendly, informative tours to inquiring community members and be able to close the sale of prospective members.
• Greet and maintain ongoing communication with all members of the JCC by engaging in regular communication in a friendly, outgoing manner.
• Welcome and assist members/visitors with appointments located throughout the facility and direct visitors, as necessary.
• Learn and become fluent with our Membership software – Daxko Operations, Daxko Engage and MindBody.
• Utilize Daxko, Microsoft Office and Microsoft Teams for email access, scheduling and membership data entry.
• Assist with specialty sales events and open houses as scheduled.
• Work with other teams to report unclean conditions, safety hazards and malfunctioning equipment to Mgmt. and Sodexo Mgmt.
• Assist in the promotion of agency wide programs to ensure the productive, effective, and efficient operation of the agencies.
• Consistently review all happenings of the JCC in order to share important information with our members and fellow associates.
• Assist in the onboarding of new staff and members.
• Assist Membership Experience Manager/Assistant Director in the daily operations of the Guest Services Department.
• Assist with Member Services email by answering member emails as needed.
• Additional responsibilities may be added periodically based upon the needs of the Membership Department and of the Katz JCC.
• It is essential that all staff participate in a variety of agency wide activities. Staff should be knowledgeable about our agency and be able to respond appropriately with accurate information.

Work Hours (35/Week):

Sundays: 9a-3p

Mondays: 1p-8p

Tuesdays: 2p-10p

Wednesdays: 1p-8p

Required Education & Experience:

• High school graduate
• Minimum of 5 years in a customer-facing role
• Ability to maintain high level of confidentiality

Additional Technical Requirements:

• Ability to perform work that is routine and strong attention to details
• Ability to work in cross-functional teams
• Excellent project management, customer service, organization, and time management skills
• Knowledge of CRM software a plus

EEO Statement:

The Jewish Federation of Southern New Jersey, and our family of agencies, is an Equal Employment Opportunity employer. We do not discriminate based upon a person’s actual or perceived gender, race, creed, color, sex (including pregnancy), affectional or sexual orientation, gender identity or expression, marital/civil union status, domestic partnership status, familial status, religion, national origin, nationality, ancestry, age, veteran or military status, disability that does not prohibit performance of essential job functions, or other legally protected characteristics.

The Federation participates in the E-Verify program.

The Federation is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need assistance or an accommodation due to a disability, you may contact us via the link on this posting.