13-004 - Customer Services Coordinator - SC/San Diego KROC Center

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Customer Service Coordinator is responsible for ensuring safe, effective and complete daily operations within the Gym, Fitness, Aquatics departments and all associated program areas. The Customer Service Coordinator serves as contact for incidents, staffing coverage and completion of opening and closing procedures as needed and in collaboration with department MODs. The Customer Service Coordinator will work closely with the Membership Manager to oversee the daily operations of Gym Guest Services, ensuring effective, efficient processing of inquiries and sales. The Customer Service Coordinator plays an integral role in the hiring, onboarding and training of guest services staff in addition to ensuring operating procedures are well communicated and followed. Additionally, the Customer Service Coordinator will establish, monitor and maintain communication systems between guest services staff, other Kroc Center programs and staff as well as the public.

Essential Functions

• Work closely with the Membership Manager to develop, communicate and communicate daily operating procedures related to customer/ member interactions, with particular attention paid to membership and program sales.
• Ensure timely, effective communication with and between Kroc Center associations and members/ guests.
• Maintain a working knowledge of Kroc Center Software resources and support program managers with analysis, reports and staff training and feedback. Software may include Kroc Center website, krocsales.org (sales platform), Community Connect/ CCMS and others, as applicable.
• Be available. Carry a radio & communicate with the GSAs when leaving the Gym/ Pool Deck (i.e. let the staff know if you're going to another venue). Except in extreme cases, the Customer Service Coordinator should not be going offsite.
• Be professional. The Customer Service Coordinator must remain cognizant that he/ she may be called upon for a customer situation. Plan off the clock breaks to be done during hours when other MODs are still present.
• Do frequent walk-throughs of the building and pool deck.
• Keep the last 30 minutes of the day open. This is the time when the last GSA is typically cashing out & aside from helping with building walk throughs, the MOD should help monitor the desk while the GSA is counting and begin closing tasks such as organizing their stations, sweeping for lost items, making announcements.
• Perform all other duties, as assigned and necessary.
• Respond to member, customer requests for a manager, communicating as appropriate to the respective department.
• Ensure all daily reports and forms are completed, including but not limited to: Protecting the Mission (PTM)/ building walk-through logs, restroom monitoring logs, Predator Barrier notices and accident reports.

Working Conditions

Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis. Perform all physical aspects of the position, including being mobile, bending, reaching, and lifting to 50 pounds at a time. The ability to grasp, push, pull objects such as files, file cabinets drawers and reach overhead. Ability to operate computer, fax and telephone. May be exposed to verbal outbursts, physical actions or bodily fluids as part of the environment. Work environments range from quiet work areas to busy, noisy indoor and outdoor spaces with several groups talking amongst themselves concurrently. Must be able to actively participate in youth games/activities.

Minimum Qualifications

• Must be at least 18 years of age
• Minimum high school diploma or equivalent. College degree preferred.
• Minimum of 6 month's experience at Kroc Center or similar facility preferred.
• Must be able to read, write, and communicate in English. Bilingual (Spanish) preferred.
• Basic understanding and competency in Microsoft suite

Skills, Knowledge & Abilities

• Have strong interpersonal & communication skills. Able to generate, maintain & demonstrate a friendly, enthusiastic, positive attitude.
• Maintain a professional attitude and approach to problem solving and to maintain confidentiality.
• Ability to work well with Managers, Directors, Support staff, and Divisional Team.
• Ability to effectively understand, reflect, communicate the Christian mission, vision, goals and strengths of The Salvation Army Ray and Joan Kroc Corps Community Center
• Ability to function proactively and effectively with minimal supervision.
• Ability to work well with a diverse population.
• Experience in coaching/motivating groups & proven leadership skills
• Strong motivational and management skills
• Ability to respond professionally to requests and inquiries from guests, members and staff.
• Prefer experience with CCMS point of sales software.