Description

The Sandra and Leon Levine Jewish Community Center (LJCC) is a non-profit, social service agency founded upon Jewish ethics and values.

The LJCC provides and initiates diversified social, educational, recreational and cultural programs within a Jewish setting. 

The LJCC is a partner in serving the community, is affiliated with the JCC Association of North America and a beneficiary agency of the Jewish Federation of Greater Charlotte. 

The Customer Service Manager must demonstrate the ability to be open to give and receive feedback in a respectful manner, be an active and respectful listener, be encouraging and supportive of new ideas and suggestions, be a user and receiver of varied means of communication, and be consistent in their delivery of service and interactions with members and colleagues. He/She must also be timely, specific & clear with expectations, and hold oneself and others accountable. These leadership qualities are expectations of the position and help the LJCC to maintain integrity and build a cohesive team. 

POSITION PURPOSE: 

To provide leadership for the operations of the Customer Service Department of the LJCC on a daily and annual basis. The Customer Service Department Manager is responsible for supervising, overseeing and providing direct service for all customer service operations and activities including resolving customer concerns and managing staff. The responsibilities include, but are not limited to, training, scheduling, employee evaluation and development, as well as special projects as assigned. He/She will ensure the highest levels of customer service delivery are met for children and their families who are members or are interested in becoming members of the LJCC. 

The Customer Service Manager promotes cooperation, participation and harmony within the Customer Service Department and the LJCC as a whole, creating a sense of collegiality and professionalism in the team environment. The Customer Service Manager is part of the LJCC Staff team and connects the Customer Service Department staff members to the LJCC through participation in the Staff meetings and other varied forms of communication. He/She will participate in center-wide organizational tasks and program delivery as directed by the Senior Director of Member Engagement. 

ESSENTIAL FUNCTIONS:

The Customer Service Manager is responsible for leadership and oversight of the various functions and services delivered by the Customer Service department. The Customer Service Manager ensures that LJCC members, community participants and guests receive the highest levels of customer service when interacting with staff at the LJCC. He/She helps to ensure members, community participants and guests feel comfortable using the programs and services of the LJCC and is responsible for ensuring that Customer Service Associates possess adequate knowledge of, and are able to communicate to members, community participants and guests, information necessary for a positive experience. 

With specificity the Customer Service Manager will: 

Perform all core responsibilities and activities associated with the Customer Service Associate job description. 

Maintain accountability for all Customer Service Department operations.

Ensure staff coverage is sufficient, and create/manage schedules. 

Manage daily intake of money at the desk, and resolve any reconciliation issues. 

Resolve conflicts in a professional manner and assist staff with resolving problems. Display sound judgment in all interactions with members and staff, and react quickly and appropriately under pressure. 

Comprehend and become proficient in full functionality of the Accrisoft Freedom Customer Relationship Management (CRM) system.

Provide staff with current and updated program information. 

Enforce established procedures, ensuring staff members understand and follow rules. 

Assist the Membership department, as needed, in signing up prospective members. 

Positively promote programs and services to increase sales. 

Provide necessary support to staff and colleagues, including training and development. 

Be responsible for the resolution of staff issues. 

Decision Making by Co-determination: 

The Customer Service Manager makes independent decisions, when necessary, regarding responsiveness to program user needs and concerns regarding program content and delivery, program materials needed, as well as managing the multiple functions of the individual programs and under your supervision. The Customer Service Manager communicates on a regular basis with and supports the guidance and direction offered by the Senior Director of Member Engagement, consults with the Senior Director of Member Engagement on decision making regarding the daily functioning of the Customer Service Department, apprising the Senior Director of Member Engagement of any challenges that are currently being faced in a timely manner. 

Requirements

Qualifications: 

College Degree preferred.

Relevant customer service and supervisory experience. 

Extensive expertise and experience in system use, knowledge and programs. 

Exceptional people and communication skills (in-person and on the telephone). 

Ability to manage multiple tasks and possess excellent organizational skills. 

Ability to handle and resolve challenging situations related to members and staff. 

Proficient typing and computer skills including MS Word and Outlook. Training will be provided on the LJCC Accrisoft Freedom CRM. 

Ability to work as a team member and leader, displaying sound judgment and working well with all customer service staff, LJCC departments and Shalom Park agencies. 

Current certification in CPR, AED, and First Aid. 

Special Conditions and Requirements: 

Business Casual attire required. 

Must have the ability to hear and understand incoming phone calls. Must have the ability to see in order to perform computer work. Must have the ability to be easily understood in person as well as on the telephone. 

The expectation is a flexible work schedule including early mornings, evenings, weekends, holidays and special events. 

The Customer Service Manager must: 

Demonstrate skills in leadership, effective management strategies, and organization, creativity, and flexibility, excellent verbal and written communication skills, effective interpersonal skills necessary to work with adults.

Possess knowledge of or willingness to learn, Judaic culture and traditions including but not limited to Jewish holidays, rituals, and customs.

Possess the ability to articulate the influences of Judaic culture on our programs to members and staff. Be sensitive to cultural differences, demonstrate flexibility and enthusiasm in work style, create a positive and harmonious workplace, effectively manage time and responsibilities, and understand individual leadership styles and their influence on the well-being of the department staff. 

Must have the ability to a flex working schedule to accommodate the Membership department needs. 

Must also have the ability to work as part of a team with other staff members and members. Must promote high standards of program excellence; resolve conflict effectively and demonstrate maturity as well as the ability to get along with a variety of people; respond effectively to constructive criticism and give constructive feedback to colleagues, and ensure that an environment which fosters maximum physical, social, cognitive and emotional development is developed and maintained. Must be able to approach each day with a customer centric mindset and be able to engage and promote ongoing relationships.