Member Relations Customer Service Representative

JCC greater Boston has an immediate need to hire Member Relations Customer Service Representatives - part-time, early mornings. In an exciting, supportive, fast-paced environment, the Member Relations Customer Service Representative provides a high level of customer service to current and prospective JCC members and guests both in person and on the phone, and creates a customer-friendly environment for everyone coming into or calling into the center. The Member Relations Customer Service Representative serves as the first point of contact for all member related questions, request, and concerns via phone and in person. The Member Relations Customer Service Representative will answer and direct phone calls, assist with membership related issues, resolve complaints, and process transactions. The Member Relations Customer Service Representative will escalate customer concerns, complaints, or inquires that they are unable to resolve while maintaining and delivering exceptional customer service in a friendly and efficient manner. 

JCC Greater Boston is deeply committed to valuing and celebrating the uniqueness of each constituent. We welcome staff and participants from diverse backgrounds. While being proudly Jewish, we strive in every way to provide an open and welcoming setting for all, irrespective of personal practices, beliefs, or background. We are guided by JCC Greater Boston’s core values - Belonging, Joyfulness, Collaboration, and Transformation - which resonate with many who do not identify as Jewish.

Primary responsibilities include, and are not limited to:

Provide members and guests with exceptional customer service, upholding employee and member safety as a primary priority

• Greet all members, guests and staff with a pleasant, professional demeanor and welcoming manner
• Enforce all safety and security measures
• Answer all incoming calls and direct them to the proper destination
• Respond to inquiries via phone, email, and in-person regarding JCC programs and services
• Direct members and guests to appropriate personnel, and provide accurate information
• Handle member concerns and feedback to ensure a positive experience and resolution of issues

Promote JCC membership and programs, and actively participate in the member retention process while supporting the organization, programs, staff and members

• Provide information about the JCC's offerings, events, and classes to current and prospective members
• Conduct tours of the facility and make the prospective member aware of all available memberships, enrichment programs, classes, and services to strengthen membership value, in the absence of a sales representative
• Collaborate with other departments to support events and programs that enhance member engagement

Effectively execute tasks related to front desk operations, Membership accounts and processing:

• Present information and assistance related to membership rates, programs, services and scholarships.
• Complete membership identification badge and photo process
• Manage membership accounts, including renewals, upgrades, and inquiries related to billing
• Uphold JCC guest policies, collect fees and fill out proper forms for guest passes
• Assisting with mailings and performing related clerical duties
• Updating information in membership database as needed
• Assisting with calls and projects
• Assembling membership information packets with up-to-date information and ensuring adequate supplies are available at the main reception desk.
• Maintain records of member interactions and transactions in accordance with organizational policy.
• Participate in preparations for JCC all center community
• Operate and master all software that is required to assist members and guests

Standard Staff Expectations include and are not limited to:

• Actively create a welcoming dynamic where each individual is valued and welcomed
• Actively participate as an essential member of the Membership team
• Support JCC Greater Boston’s mission, vision, and values of belonging, joyfulness, collaboration and transformation, including through personal role modeling
• Participate in all staff meetings as assigned and contribute to overall organizational success
• Attend JCCGB meetings and trainings as assigned
• Other duties as assigned. 

This is a great chance to join JCC Greater Boston's respected and valued, people-orientated workplace of diverse community services providers!

This is a limited part-time, 10-15 hour per week, non-exempt position. Offering a great perks, a supportive vibrant in-person work environment, and a competitive starting pay rate of $20.00 to $22.00 per hour. The pay rate offered will ultimately be determined by relevant qualifications, experience, and JCC's internal equity. Primarily seeking to fill our 5:15 am shift, on a variety of days. Other hours may also be available!

About JCC Greater Boston

Since opening its doors in 1983, JCC Greater Boston has been committed to creating a vibrant, inclusive, diverse community by nurturing meaningful, lasting relationships. Through our network of early learning centers, day camps, regional teen and family programs, health and wellness offerings, and adult arts and ideas classes, JCC Greater Boston provides highly valued connections, learning, and experiences for the Jewish community and friends.

JCC Greater Boston staff enjoy working in an innovative, friendly, and welcoming environment where their talents and contributions are appreciated. In our recent employee survey, staff rated their direct management and organizational alignment experiences close to 90% positive. If you want to upgrade your working experience and have a better work-life balance, we encourage you to explore becoming part of the JCC team!

The JCC is deeply committed to valuing and celebrating the uniqueness of each constituent. We welcome staff and participants from diverse backgrounds. While being proudly Jewish, we strive in every way to provide an open and welcoming setting for all, irrespective of personal practices, beliefs, or background. We are guided by JCC Greater Boston's core values: Belonging, Joyfulness, Collaboration, and Transformation, which we hope resonate with all.

To learn more about what makes JCC Greater Boston a wonderful place to work, please visit our careers page at https://www.bostonjcc.org/careers/

JCC Greater Boston is an equal opportunity employer and does not discriminate against any individual or group on the basis of gender, sexual orientation, gender identity or expression, age, race, color, religion, national origin, ancestry, veteran status, marital status, pregnancy, genetic information, or disability. In a continuing effort to maintain and enrich a diverse environment, we actively encourage applications from women and members of underrepresented groups.

Requirements

Education and Experience: Bachelor’s Degree and 1 year related customer-facing experience in hospitality, customer service, sales or fitness center is required. Experience with cash handling and a customer relationship management database is desired Equivalent combination of education and experience may be substituted at the JCC’s discretion to meet minimum criteria.

Skills and Abilities:

• Must be proficient with Word, Excel, and Outlook.
• Working knowledge of membership databases, a plus.
• Agile with the ability to adapt to evolving and changing circumstances and needs.  
• Ability to manage situations effectively and diplomatically and adapt to evolving needs and circumstances.
• Strong interpersonal and communication skills, both verbal and written
• Proficient decision-making ability and attention to detail, along with excellent telephone etiquette
• Must have the ability to deal diplomatically with problematic situations as they occur in interacting with staff and the community at large
• Ability to work collaboratively in a team-oriented environment
• Aptitude to take initiative and prioritize tasks, as well as handling a range of administrative and customer service related activities
• Outgoing, welcoming, with the ability to be authoritative when needed
• Demonstrated ability to solve problems efficiently while maintaining a positive attitude
• Ability to interact with staff at all levels in a fast-paced environment, sometimes under pressure
• Remaining flexible, proactive, resourceful, and efficient is equally important.
• Flexibility to work varied hours, including evenings and weekends as needed.

Benefits

In addition to offering rewarding work and great career opportunities within our mission-driven, values-driven, and family-centric environment, JCC Greater Boston proudly offers employees the generous benefits listed below.

JCCGB Perks! Each employee is eligible for a free individual membership to JCC Greater Boston's top class fitness, recreation and wellness facility in Newton – offering virtual and in-person programs including indoor swimming, many fitness classes, and workout facilities, as well as discounts to many JCCGB events, classes, outdoor pool, and more! Complimentary individual membership includes: 

• Use of the Fitness Center at Leventhal-Sidman
• Access to group fit classes, Arts & Culture adult programming at member rates,
• Discounts on a variety JCCGB's fitness/wellness programs and services
• Free wellness events!

Benefits are subject to review and change by the Organization, and plan documents are the primary determinant.

A Great Place to Work! JCC Greater Boston is consciously evolving as a great place to work! In our recent 2023 employee engagement survey, at least 88% of our staff gave us top ratings on:

• Supportive colleagues
• Team camaraderie
• How their managers treat them
• Individual autonomy
• Knowing what their work contributes to and how it impacts others
• Pride in working for the JCC
• Program and service quality
• Holding ourselves accountable    

Our staff and leadership bring experience, excellence, and commitment to everything we offer and we are dedicated to a culture where all our employees may thrive. Our culture is built on our values, driven by our mission, and nurtured through the expert contributions of our professionals.