Welcome Desk Associate

Overview

The Welcome Desk Associate is responsible for fostering a warm, inviting experience for our guests and patrons, creating an environment for exceptional guest experiences. This position will also provide general administrative support, including selling and verifying membership program registrations through the CCMS/POS/Traction Rec system, communicating membership plans and available programs, providing facility information as requested, answering and routing incoming phone calls, opening/closing the safe and Kiosks (when scheduled), and contacting members whose membership has lapsed.

Responsibilities

The duties listed below are the primary duties of this position but are not all the duties that may be required. The Salvation Army reserves the right to change, reduce, or expand the duties of this position at any time. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this role.

Member Services

• Provide excellent guest service to the community by ensuring all guests, clients, and members receive prompt, courteous service in accordance with established Camden Kroc Welcome Desk policies and procedures.• Maintain awareness of all Kroc Center programs to share relevant information with guests and customers.• Ensure current information and promotional material is always available and visible in the Welcome Desk area so that members, guests, and potential members always have access to needed information.• Respond promptly to membership account inquiries.• Receive and manage incoming telephone calls, emails, and inquiries in a friendly, professional manner. Direct telephone calls to the appropriate program and/or staff member in a timely manner.• Maintain cleanliness and orderliness of the Kiosk/POS stations. Keep sales area clean and neat.• Review Membership Change forms and enter form data into CCMS/Traction Rec accurately & in a timely manner.• Assist with community tours and information sessions geared towards members and potential clients.• Handle cash, credit card, and/or check transactions, make change, and operate Kiosk/POS software.o When scheduled, open and close the safe and Kiosks for other Welcome Desk Associates.o Secure the Kiosk/POS area at the open and close of each shift.o Properly input all sales and data into the Kiosk/POS System.o Complete necessary paperwork for bank deposits at end of shift.• Ensure steps are followed for membership background checks.• Review and update key account and personal information, as needed.

Safety

• Use established procedures to follow up with members with delinquent accounts• Ensure steps are followed for membership background checks.• Be proficient in reviewing and updating account and personal information, as needed.• Use established procedures to follow up with members with delinquent accounts.Safety

Administration

• Observe all federal, state, local, and Salvation Army safety regulations.• Attend to accidents and injuries according to policy.• Generate legible and accurate accident and incident reports as required and forward to appropriate personnel in the time frames prescribed.• Ensure guest safety by immediately rectifying and reporting any potentially unsafe conditions to supervisor or security.• Help de-escalate membership/clients concerns and work with security department when necessary to handle delicate matters that arise.• Coordinate response and provide direction to members in emergency situations.• Report any suspicion of child abuse to the appropriate supervisor and Child Protective Services.Administration• Regularly check email to ensure that recently released information and communications concerning programs, special events, etc., is received and shared with staff.• Provide administrative support as needed, to include filing, data entry, and mailing.• Provide general support for various events and program services, as needed.• Attend all staff meetings as assigned and required.• Adhere to Camden Kroc Center operations policies and procedures.• Perform related duties as assigned.

Qualifications

• High School Diploma or GED equivalency.• Previous sales or customer service experience required.• Ability to communicate effectively with guests, staff, and members of the community.• Bilingual Spanish/English preferred.• Must demonstrate a love for people, aptitude for problem-solving, and an ability to remain calm and hospitable regardless of the circumstances.• Must demonstrate good judgment, resourcefulness, flexibility, and strong attention to detail.• Must maintain confidentiality.• Must thrive in a team-oriented work environment.• Ability to work well in a multi-paced work environment (sometimes very busy, other times very slow), while maintaining composure under pressure.• Proficient in Office applications, with strong data entry and typing skills. Must be able to effectively use new software programs with training.• Regularly required to stoop, bend, crouch, and lift up to 25 pounds.