What are the responsibilities and job description for the Grand Rapids Kroc Center - Welcome Desk Lead position at The Salvation Army North & Central Illinois Division?
Position Summary
The Welcome Desk Lead is responsible for creating exceptional customer service experiences and for the safe and secure day-to-day operations of the Roy and Joan Corps Community Center (RJKCCC). Responsibilities include selling and/or verifying memberships through POS system, providing information, answering all incoming calls, scheduling front desk staff and answering questions about the facility, The Salvation Army and available Kroc Center programs.
Essential Responsibilities
Education/Experience:
The Welcome Desk Lead is responsible for creating exceptional customer service experiences and for the safe and secure day-to-day operations of the Roy and Joan Corps Community Center (RJKCCC). Responsibilities include selling and/or verifying memberships through POS system, providing information, answering all incoming calls, scheduling front desk staff and answering questions about the facility, The Salvation Army and available Kroc Center programs.
Essential Responsibilities
- Provide great customer service to the community; see that all customers, clients, and members are given prompt and courteous service
- Be an ambassador for the RJKCCC by giving tours, promoting the Kroc Center, and selling memberships.
- Observe and identify customers, clients and members that may be recommended candidates for scholarship. Help with scholarship application process.
- Maintain progressive knowledge of all programs and facilities.
- Support front desk attendants during conflict situations with guests or when assistance is needed.
- Perform POS transactions at the Welcome Desk.
- Handle cash, credit cards or checks, make change and operate the Kroc Suite computer software.
- Train front desk staff on Kroc Suite usage.
- Maintain the orderliness and cleanliness of the POS stations and kiosks.
- Secure the POS area at the open and close of shift.
- Train, schedule and supervise Welcome Desk attendants.
- Wait on customers, clients, and members according to established procedures.
- Receive and handle incoming telephone calls, visitors, and emails in a friendly and businesslike manner.
- Handle and serve light food and beverage in accordance with food safety standards
- Direct calls to appropriate program/staff in a timely manner.
- Provide regular statistical reports related to the members including scholarship needs, child watch, staffing/volunteer needs and other reporting as required.
Education/Experience:
- High school diploma or GED.
- Minimum of two years’ experience in working in customer service industries.
- Experience supervising and managing staff preferred
- The ability to read, write and communicate in English is required.
- The ability to communicate in Spanish is a plus
- Proficient in Microsoft Office 365
- Working knowledge of TEAMS and SharePoint
- Computer database application experience helpful.
- Ability to use new software programs with basic training.
- Complete Safe From Harm training, and keep current as needed