Manager, Customer Experience (Horwich)
3 days ago
Chicago
Job Description Job Summary: The Manager, Customer Experience is responsible for the overall customer experience, and operations at the Bernard Horwich JCC. As a key liaison with agency staff, fitness members and the community, the Manager implements the agency’s customer engagement standards, trains and coaches staff, and ensures the engagement staff and fitness team provide the highest level of service to the community. At JCC Chicago, we are focused on growing good kids, building communities, and educating ourselves on the past to make a difference for the future. The largest JCC in North America, JCC Chicago offers a life-affirming journey that builds on the richness and power of Jewish values and continues to reimagine them for a more connected, inspired community. JCC Chicago is an equal opportunity agency that offers career opportunities, internships, and volunteer roles for all. Key areas of responsibility: Vision & Strategy • Responsible for management and oversight of all building operations at the Bernard Horwich JCC including opening/closing, room set ups, work order facilitation and general building upkeep., • Supervise all aspects of front desk/front office operations. Ensure that proper supplies are on hand to conduct daily business. Ensure that front desk/front office environment is conducive to business operations. Cover and assist at the front desk as needed, actively engaging with members and staff., • Work with site staff to ensure that they understand and adhere to agency and site policies and procedures which allow for seamless business operations., • Ensure that the Customer Engagement team is kept informed of program offerings and schedules and are connected to program staff., • Reconcile employee daily batch work. Review and approve daily batch work, scan checks and make bank deposits., • Supervise management of all rental agreements, ensure COO has reviewed and approved all contracts after implementation. Work with program staff on rentals as they pertain to program space., • Review and maintain copies of all facility accident/incident liability and OSHA reports., • Manage office equipment including fax, copy and postage machines, monitor usage and service needs as well as office supply inventories., • Facilitate regularly scheduled meetings with the Manager of Facilities Operations and JFMC Maintenance Supervisor to review facility issues. Document issues, plans to address those issues and ensure follow up and follow through., • Responsible for working with the Director of Security on documenting, distributing and training site staff on agency safety and security protocols. Conduct quarterly site reviews to ensure protocols are being followed: access control, emergency preparation and strategy., • Provide the first line of communication with community members, answering questions and ensuring follow up contact as needed. Communicate customer comments, concerns, and suggestions to the appropriate staff for follow-up., • Work with direct staff and managers on site to address customer feedback and incorporate this feedback into customer service and facility improvement plans., • Oversee fitness membership process from lead status to converted members, helping with scheduling reservations, pool lanes and group fitness classes as well as facility tours., • Engage with current members to address feedback, responding to any escalated issues, as needed., • Hire, train, schedule and oversee team of fitness staff for personal training and group exercise., • Produce and distribute quarterly fitness, and gym schedules. Ensure changes are communicated to staff and members in a timely manner., • Work with Aquatics Director to schedule all Aquatics lessons, classes and courses in the pool., • Work with marketing on all member notifications regarding closures, holiday hours, changes to schedule, policy, or protocols and any and all other communications., • Hire and provide supervision of direct reports. Assess direct staff’s abilities to meet “best practice” expectations and facilitate ongoing training and development., • Train team to serve as first point of contact for prospective and existing Fitness members and other program participants., • Be knowledgeable of all areas of the union contract and ensure compliance., • Proactively engage and partner with internal departments to ensure their needs are being met by the Front Desk., • Repetitive movement of arms and hands to operate computer, keyboard and mouse., • Ability to stand; walk and stoop, kneel, crouch, or crawl., • Ability to operate equipment such as phone, computer keyboard, calculator and standard office equipment., • Be able to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds., • Vision: close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Monday through Friday 9:00am-5:00pm with the ability to be available evenings/weekends for team support during all facility operating hours. Office located at Bernard Horwich JCC regular travel to other JCC North Shore sites; travel for meetings as needed Direct Reports (titles and FTE%): (2) Customer Experience Representatives (2 FTE) (3) PT Front Desk Reception Staff (.7 FTE) (2) Personal Trainer/Fitness Instructor (.5 FTE) (3) PT Group Fitness Instructor (Very part-time, based on program needs) Indirect Reports (titles and FTE%) N/A Job Category: Management Salary: $60,000 annually Education Qualifications: • Previous administrative support and office management experience, including creating and implementing administrative structures and processes., • Previous supervisory experience in a highly customer service-oriented environment., • Demonstrated project management success highly preferred., • Ability to demonstrate and lead with JCC Chicago’s Four Core Values: Self-Leadership and Accountability, Creativity and Innovation, Teamwork and Collaboration, and Customer Service., • Ability to foster and maintain positive relationships with staff and customers., • Demonstrated intermediate level proficiency in MS Windows, Word, PowerPoint, and Excel; ability to learn and become proficient in the agency databases., • Demonstrated knowledge of Jewish culture preferred., • Ability to relate well to all ages and backgrounds., • Willingness to travel to various JCC sites as needed., • Strong written and oral communication skills required., • Flexible Work Schedule, • Health, dental, and vision insurance, • Participation in a 401(K) plan with matching contributions, • Life insurance and short/long term disability coverage, • Generous paid time off, sick time, and paid observance of secular and Jewish religious holidays, • Free fitness membership at JCC Chicago community centers and aquatics facilities, • Meaningful discounts on JCC Chicago programming, including day and overnight camp, Early Childhood, and event rentals, • Professional development opportunities with the JUF/Jewish Federation, • Tuition Assistance Program #INDLP