Member Experience Associate

The Member Experience Associate exemplifies the “face of the J;” ensuring that we provide a great experience for all members and guests coming into our facility. This person will develop and maintain a concierge level customer service for guests, members, and staff. This position is instrumental in creating a welcoming environment and unifying the services we provide at our welcome desks and throughout the facility.

This is a full-time, 40 hours per week non-exempt position with benefits. Standard work hours will be 7am – 3pm Tuesday through Saturday. Flexibility is necessary as the schedule may change due to the agency's needs. The Jewish Community Center is an EOE (equal opportunity employer).

ESSENTIAL FUNCTIONS:

· Ensure excellent customer service is provided to all guests and members entering the JCC.

· Have knowledge of programs and services provided by the JCC and guide members on which ones would be suitable for them. Provide members with information and updates on programs, changes and building activities.

· Offer tours and maintain the highest level of knowledge pertaining to the facilities and programs.

· Help potential members to sign up for the correct JCC membership type and collect necessary information.

· Assist members and staff in the utilization of systems like My J App, Avocado Portal and other relevant platforms.

· Answer member calls and emails, assist with members with all their requests.

· Collect member feedback and report back to the supervisor.

MEMBER ENGAGEMENT:

· Build rapport with members to ensure adequate service is provided to the members.

· Learn how to use Salesforce based platform, contribute, and help members on the new system.

· Provide customer service for members on their renewals, payment updates, program participation, JCC accounts, My J App accounts and related tools.

· Step in during escalated member complaints with a calm approach. Understand the customer's needs and find the right solution or reach out to the right person to resolve the matter promptly.

· Contact new members to ensure they are satisfied with their membership and solicit feedback.

· Monitor and contact members monthly who are identified at risk due to lack of engagement.

· Assist the membership team in member engagement events.

· Step in to assist in the welcome desk whenever necessary.

POSITION REQUIREMENTS:

· Have professional appearance, proper attire, manner, tone, and attitude

· Have the personality to extend a pleasant welcome to everyone that enters the building.

· Take the initiative to become proficient in Avocado to anticipate members’ needs.

· Proficient in all Microsoft Office Programs required. Prior use of salesforce is preferred.

· Must be a problem solver.

· Take initiative and require little supervision.

The Member Experience Associate will be a collaborator as part of the JCC Professional Staff. He/she must be aware of the JCC Mission Statement and work within the frameworks of that mission. Responsibilities of the job may change as the needs of the JCC and/or community change.