Customer Service Assistant, 10hrs/wk, Wellness Club, Lincoln

JOB DESCRIPTION
Job Title:   Customer Service Assistant I 
Job Code:   770000
Immediate Supervisor: Customer Service Supervisor
Schedule: 2-3 shifts 5-9am per week, occasional weekend shift 7a-1pm or 1-7pm
I.  DEPARTMENT FUNCTION/JOB OVERVIEW

• The primary responsibilities are to welcome and check in members and guests, answering incoming calls and transferring these calls to the correct manager or office, accurately recording and entering sales in the Customer Management System (CMS)/Point of Sale (POS) machine, and being familiar with ProActive programs and policies in order to answer questions from members, guests, or prospective members.
• Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures.
• Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.
  
  II.  ESSENTIAL FUNCTIONS

1. Performs procedures in computer software management system to accurately record account information, purchases, scheduling and other transactions within CMS/POS.
2. Complete the cash reconciliation of the POS system as instructed by the Customer Service Supervisor.
3. Complete forms, as required, accurately and completely so that proper information is conveyed.
4. Greet every member and guest in a pleasant and friendly manner and ensure each is checked in quickly, efficiently, and in accordance with the policies and procedures.
5. Establish good rapport with members, striving for the goal of greeting each member by his/her first name.
6. Answer all incoming calls and promptly respond to the callerâ??s inquiry or transfer the caller to the appropriate ProActive area.
7. Maintain extensive knowledge of programs and policies in order to answer questions and/or direct patrons to the appropriate ProActive employee.
8. Ensure prospective members complete prospect cards, forward these cards to Member Services, and alert Member Services to prospects who request information.
9. Must be able to effectively communicate membership policies to all prospects.
10. Inventory count, knowledge of products and assist members with purchases.
11. Follows instruction from supervisor to perform other functions as assigned in order to achieve the goals within the department and/or system.
12. Ensure that patron check-in are completed appropriately.
13. Become proficient in the use of the phone system so that answering, holding, and transferring calls is accomplished quickly and professionally.
14. Complete the opening and closing procedures as outlined in the ProActive Policy and Procedure manual (as appropriate).
15. When deliveries are made to the Front Desk or when vendors/contractors come to ProActive, ensure the proper employee is contacted and packages are received in accordance with standard procedures.
16. Ensure all non-members permitted to enter the Club for a specific program or purpose (cardiac rehabilitation, events and programs, transition, physical therapy) are greeted courteously.  Non-members entering for the first time should be courteously directed to the proper location or to the lounge to wait for the appropriate contact.
17. Reconcile the cash drawer upon closing and verify that the cash drawer has the correct amount of cash at closing and opening each day.
18. Maintain accurate knowledge of membership policies and rates; serve as a back-up to member services with regard to prospective member tours and information.
19. Will provide support to the Customer Service Supervisor, when necessary, for member communication, office tasks and other club needs.
20. Knowledgeable of food and beverages available, ability to prepare all food and beverages on menu.
21. Open and close processes associated with food service.
22. Follow food code requirements to ensure consistent safe practices in food handling.
23. Maintain and ensure a safe environment for the department.  Handles and operates all necessary equipment and must be able to operate copier, telephone, fax machine and have basic computer skills, including data entry, e-mail and word processing.
    III.  PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS
    Requires sufficient sight to see and read reports and computer screen. Requires sufficient hearing and speaking to communicate by phone or in person.  Must be able to lift maximum of 25 pounds and frequent lift and carry of 15 pounds.  Must tolerate frequent sitting and standing throughout the work shift. Must tolerate occasional periods of carrying throughout the shift. Must tolerate occasional to frequent horizontal reaching with both arms. Frequent grasping of both hands requiring normal grip strength based on national averages. May be exposed to biohazardous materials. May be exposed to pool chemicals. May be exposed to blood and body fluids.
    
    IV. QUALIFICATIONS (Education/training and/or Experience)

• Must have a minimum of a high school diploma and excellent customer service skills.
• Must have 6 months experience in a customer service work environment.
• Requires Restricted/Shift manager food handler permit within 30 days of hire and recertification prior to expiration according to certifying agency requirements.
  
  Background checks are conducted.  When specific authorization forms are requested so that full background and history can be obtained, employees/applicants must sign the form(s) requested.