Summary
The Customer Service Representative is the first point of contact for members and guests. This position ensures a welcoming, professional, and efficient experience while handling day-to-day membership services, account support, and front desk operations.
Expectations of the Employee
- Support the Mission of the Mandel JCC.
- Provide the highest quality of customer service to members, guests, and staff.
- Maintain knowledge of agency programs and services.
- Treat fellow staff with respect and work cooperatively.
- Adhere to all policies and practices in the employee handbook.
- Wear Mandel JCC staff ID badge and attend staff meetings as required.
Functions
- Open and close the membership desk, ensuring readiness for daily operations.
- Provide a welcoming and professional first point of contact for all members and guests.
- Manage check-ins, waiver signing, membership verification, and class/program registrations.
- Answer and respond promptly to phone calls, Mogli messages, and Infodesk emails.
- Create and submit cases for membership requests, including cancellations, freezes, upgrades, and downgrades.
- Process renewals for annual memberships, personal training packages, and Pilates memberships.
- Sell guest passes, providing clear explanations of options.
- Assist with locker room lockouts, account access troubleshooting, and app support by contacting the appropriate staff or department as needed.
- Update payment methods and credit card information to ensure accurate billing.
- Assist with registration for fitness, pickleball, senior programming, and arts/culture classes.
- Maintain a welcoming lobby atmosphere by keeping counters clean, preparing coffee, and ensuring background music is playing.
- Address member questions and concerns, ensuring timely resolutions and positive experiences.
- Track and maintain inventory of marketing material; ensure storage areas are organized and stocked.
- Notify appropriate staff when supplies such as membership cards, guest passes, and brochures need reordering.
- Provide facility tours for prospective or new members when a sales representative is unavailable.
- Performs other duties as assigned by the supervisor or manager.
Working Conditions
- This position works in the front lobby area of a busy community center, with frequent interaction with members, guests, and staff both in person and via phone.
Qualifications
- High school diploma or equivalent required; two years of post-secondary coursework preferred.
- Calm, professional demeanor and strong interpersonal skills.
- Ability to relate effectively to a diverse range of people.
- Strong organizational and communication skills.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work weekday evenings and weekends.
- Must be able to stand, bend, lift, and walk for extended periods; lift and/or move up to 25 lbs.
THIS ROLE IS FOR DAYTIME HOURS - FLEXIBLE PART TIME OR POSSIBLY FULL TIME
