Guest Services Lead II

The Salvation Army Southern California; Phoenix (AZ); On-site; USD 29,000 - 36,000; Full time

Job summary

The Salvation Army Ray and Joan Kroc Corps Community Center - Phoenix, Arizona is seeking a Full-Time Welcome Desk Supervisor (non-exempt) to deliver prompt customer service, manage cash, and supervise Welcome Desk Attendants and Guest Service Staff. The role emphasizes program promotion, tours, and scholarship processes.

Applicants should have a high school diploma or GED, be 18+, and possess cash handling and customer service experience.

Qualifications

• Minimum high school diploma or GED equivalency.
• Must be 18 years or older.
• Minimum one-year cash handling and customer service experience required.
• High attention to detail and ability to meet established deadlines.
• Ability to function without supervision and demonstrate problem solving.
• Proficient computer software and typing skills required.
• Service-oriented team player with the ability to maintain a positive attitude.
• Ability to supervise part-time staff at the Welcome Desk & Guest Services.
• Excellent organizational skills with ability to multitask.
• Strong verbal and written communication skills.
• English/Spanish preferred.
• Must pass a background check.

Responsibilities

• Must be willing to work evenings, weekends and holidays when needed.
• Provide optimal customer service by ensuring all customers receive prompt service.
• Must handle cash, make change and operate frontline software.
• Assist potential members in Membership Registration and sale.
• Handle merchandise and concession sales.
• Proficient at Kroc Kiosk and Kroc Rec Management Software.
• Promote programs and events and make recommendations reflecting member needs.
• Greet and direct visitors; route inquiries to staff promptly.
• Supervise Welcome Desk Attendants, Guest Service Attendants, and Child Watch Attendants.
• Provide center orientation tours to prospective members and the public.
• Plan community outreach to attract new members.
• Maintain knowledge of programs, facilities and events.
• Observe scholarship candidates and assist with scholarship applications.
• Process scholarship applications and maintain CCMS records.
• Interact professionally with diverse individuals.
• Maintain orderliness of Welcome Desk area.
• Secure CCMS area at shift open/close.
• Provide administrative support including filing and data entry.
• Act as supervisor of the Center as Manager on Duty when needed.
• Escalate issues to appropriate staff with discretion.
• Maintain staff relationships and work with management.
• Support the Salvation Army mission with integrity.

Skills

Cash handling

Customer service

Attention to detail

Problem solving

Typing

Computer skills

Team player

Supervisory skills

Organizational skills

Communication skills

Bilingual (English/Spanish)

Telephone etiquette

Background check clearance

Education

High school diploma or GED

Tools

Kroc Kiosk

Kroc Rec Management Software

CCMS

Frontline computer software

Job description

LOCATION

The Salvation Army - Ray and Joan Kroc Corps Community Center - Phoenix, Arizona

STATUS

Full Time – Non-Exempt

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Qualifications

• Minimum High school diploma or GED equivalency.
• Must be 18 years or older.
• Minimum one-year cash handling and customer service experience required.
• High attention to detail and ability to meet established deadlines.
• Ability to function effectively without supervision and demonstrate a professional approach to problem solving.
• Proficient computer software and typing skills required.
• Service-oriented team player with the ability to maintain a positive attitude while interacting with Kroc employees, guests, and the general public.
• Ability to supervise part-time staff in their duties at the Welcome Desk & Guest Services to include training, communicating, and implementing superior customer service standards.
• Excellent organizational skills with the ability to carry out multiple tasks efficiently.
• Possess strong verbal and written communication skills.
• English/Spanish preferred.
• Must maintain a non-judgmental attitude while working with customers, clients, and/or members of staff.
• Excellent telephone etiquette.
• Required to pass a background check.

Responsibilities

• Must be willing to work evenings, weekends and holidays when needed.
• Provide optimal customer service by ensuring all customers, clients and members are given prompt and courteous service.
• Must be able to handle cash, make change and operate the frontline computer software.
• Assist potential members in Membership Registration and sale.
• Handle merchandise and concession sales.
• Must be proficient at Kroc Kiosk and Kroc Rec Management Software.
• Promote programs and special events, making insightful recommendations which reflect the needs and interests of members.
• Greet and direct all visitors in a friendly and professional manner; direct calls and email inquiries to appropriate program staff in a timely manner.
• Supervise Welcome Desk Attendants, Guest Service Attendants, and Child Watch Attendants, including, CCMS training, communicating current program information, and maintaining a standard of excellent customer service.
• Provide Kroc Center orientation tours to prospective members and general public.
• Specialize in membership retention, implement membership programs, maintain spreadsheets on member information. Contacting new and cancelled members for follow up. Maintain spreadsheets
• Plan and conduct community outreach programs to attract new members.
• Maintain progressive knowledge of all programs, facilities and special events.
• Observe and identify customers, clients and members who may be recommended candidates for scholarship; provide assistance for scholarship application process.
• Process scholarship applications to determine those that qualify. Work with those awarded scholarship, enter scholarship information into CCMS, and maintain records.
• Interact professionally with individuals and groups having diverse backgrounds.
• Be responsible for maintaining the orderliness of the Welcome Desk, keep area clean and neatly arranged at all times.
• Secure the (CCMS) area at the open and close of shift.
• Provide administrative support to include filing, data entry and mailing.
• Be the acting supervisor of the Center as the Manager on Duty when needed.
• Use mature discretion when handling issues and notify appropriate department staff of escalated issues.
• Maintain staff relationships and work cooperatively with the RJKCCC Management Team, and all Divisional staff.
• Must be a person of high integrity and willing to support and promote the mission of The Salvation Army.

Physical Requirements

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

While performing the duties of this job, the employee is regularly required to walk, stand, climb or balance, stoop, kneel, crouch, crawl and reach with hands and arms on a continuous basis. The employee must regularly lift and/or move up to 20 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus. Must have the ability to operate telephone, a desktop or laptop computer, as well as the ability to access and produce information from a computer, and to understand written information.