Location and Job Title:
Lead Customer Service Representative
JCC of San Francisco
3200 California St
San Francisco, CA 94118
The Lead Customer Service Representative takes a leadership role in delivering excellent customer service for the organization while providing a consistent lead presence during evening and weekend hours. This position provides guidance for the Front Desk staff in ensuring all standards of conduct are consistently followed and the needs of the organization are effectively communicated. Additionally, the Lead Customer Service Representative will function as a liaison between the Fitness Team and the JCCSF Front Desk staff and fill the role of an Evening Manager for the entire building.
Coordinate and oversee communication with the Fitness Team with respect to operational needs and fitness programming.
Maintain Front Desk retail stock and actively communicate with the Retail Manager about inventory needs.
Act as a Building Manager during off-peak hours by functioning as a central point of contact for all departments if operational or emergency situations should arise.
Maintain knowledge of all safety and security standards and be able to apply this knowledge in emergency situations.
Provide adequate reporting of weekend operations to management and follow up on all issues with appropriate staff.
Under the supervision of the Customer Service Manager,provide direction and guidance to the Front Desk staff by working with the team on a daily basis.
Perform the role of a Customer Service Representative and a Fitness Receptionist, providing coverage for breaks and absences as needed.
Act as a role model for excellent JCCSF customer service standards. Take a lead role in resolving guest concerns in a professional and courteous manner.
Be knowledgeable about all center programs, answer questions and direct inquiries to appropriate personnel.
Ensure attention is placed on front lobby activity to maintain a professional and customer-focused environment.
Additional duties as required.
Bachelor's Degree or equivalent work experience
Minimum five years working in a customer service environment
Excellent interpersonal skills: good attitude, warm, friendly and flexible
Excellent oral and written communication skills
Strong problem-solving skills
Administrative skills including proficiency using Microsoft Office
Ability to work effectively and cooperatively with a diverse group that includes staff, parents, children and the public
Ability to take initiative and work as part of a team
Knowledge of Jewish culture, traditions, and community a plus
Ability to stand for 2 - 2.5 hours at a time
Must be available to work evenings and weekends
Current CPR and First-Aid Certification (or obtain upon employment)
STATUS: Benefited, non-exempt, collective bargaining unit position.
HOURS: 35-39 hours/week. Occasional overtime required. Holiday availability.
SCHEDULE: Saturday - Sundays 12pm-8:15pm and Monday - Wednesdays (1:45pm - 10:15pm)
The JCCSF is the longest-serving Jewish community center on the West Coast, providing educational, social, cultural and recreational programs to the entire Bay Area since 1877. Open to people of all ages, all faiths and all backgrounds, the JCCSF provides quality experiences through a mix of formal and informal activities. The JCCSF is located at 3200 California Street (at Presidio) and welcomes more than 4,500 visitors through its doors daily.