Member Experience & Service Manager

21 - EXOS Community Services, LLC; Minneapolis (MN); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Life and disability benefits

401(k) plan

Paid time off

Part-time benefits

Job summary

EXOS Community Services, LLC is seeking a Customer Service Manager to oversee all member-facing service initiatives at our Minneapolis JCC. This role leads by example, supervises staff, and creates best practices to deliver a rewarding member experience across programs, services, and memberships.

You will partner with fitness and community center managers, train the desk team, promote cross-selling, coordinate information flow, and drive retention through proactive member engagement while

Qualifications

• Bachelor's degree
• Minimum of 3 years progressively responsible experience in a customer service setting
• Excellent interpersonal and communication skills
• Strong supervisory skills with the ability to lead and coach staff
• Ability to handle difficult situations and urgent matters
• Proficient in Microsoft Outlook, Word, Excel
• Sales experience to train and coach staff
• Computer database experience essential
• Highly developed written and verbal communication skills
• CPR/FA certifications or ability to obtain certifications upon hire

Responsibilities

• Manage customer service at our main point of entry for the entire JCC
• Recruit, train, and develop the Customer Service Desk Team
• Ensure smooth operations of all desk functions
• Create continuity and consistency amongst the desks by setting efficient staff schedules, delivering timely information to the team and establishing accountability for service standards
• Work collaboratively with fitness and community center department managers to promote and cross-sell programs
• Take lead role with coordinating information flow
• Collaborate with the Assistant General Manager to help create culture of service
• Take lead role in delivering ongoing customer service trainings for staff
• Be the first wave of membership save opportunities by utilizing appropriate save tactics
• Assist members with membership change inquiries, online registration, and program inquiries
• Ensure clear communication to service staff for all programming and operational updates and changes
• Provide scheduling support for ancillary services, including enrichment programming, afterschool care, sports and recreation, aquatics, personal training and pilates
• Assist members with purchases of center programs
• Keep service desk clean and orderly and well-stocked with flyers, retail items, etc.
• Update desk reference materials such as safety guidelines, emergency log, lost and found ledger, etc.
• Fill in for shifts other than assigned when required

Skills

Interpersonal skills

Communication skills

Supervisory skills

Handling difficult situations

Coaching staff

Education

Bachelor's degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Computer database experience

Job description

EXOS Community Services, LLC is seeking a Customer Service Manager to oversee all member-facing service initiatives at our Minneapolis JCC. This role leads by example, supervises staff, and creates best practices to deliver a rewarding member experience across programs, services, and memberships.

You will partner with fitness and community center managers, train the desk team, promote cross-selling, coordinate information flow, and drive retention through proactive member engagement while