JCC Chicago · 5 hours ago
Manager, Customer Experience
Greater Chicago Area
Full-time
Onsite
Mid Level
$60K/yr - $60K/yrJCC Chicago is the largest JCC in North America, focused on growing good kids and building communities. The Manager, Customer Experience is responsible for overseeing customer engagement and operations at the Bernard Horwich JCC, ensuring high service standards and effective communication with community members.
CharityCommunitiesNon Profit
Hiring Manager
Jessica Drew, SHRM-CP
Responsibilities
Work with Director, Customer Experience to understand and implement the vision, strategy and operation “best practices” that align with JCC impact and growth objectives. Meet regularly with the Customer Engagement team to review and continually reassess strategic and tactical goals
Responsible for management and oversight of all building operations at the Bernard Horwich JCC including opening/closing, room set ups, work order facilitation and general building upkeep
Supervise all aspects of front desk/front office operations. Ensure that proper supplies are on hand to conduct daily business. Ensure that front desk/front office environment is conducive to business operations. Cover and assist at the front desk as needed, actively engaging with members and staff
Work with site staff to ensure that they understand and adhere to agency and site policies and procedures which allow for seamless business operations
Ensure that the Customer Engagement team is kept informed of program offerings and schedules and are connected to program staff
Reconcile employee daily batch work. Review and approve daily batch work, scan checks and make bank deposits
Supervise management of all rental agreements, ensure COO has reviewed and approved all contracts before implementation. Work with program staff on rentals as they pertain to program space
Review and maintain copies of all facility accident/incident liability and OSHA reports
Manage office equipment including fax, copy and postage machines, monitor usage and service needs as well as office supply inventories
Code all invoices in a timely manner and submit to accounting for payment. Manage any expense reimbursement for the team
Facilitate regularly scheduled meetings with the Manager of Facilities Operations and JFMC Maintenance Supervisor to review facility issues. Document issues, plans to address those issues and ensure follow up and follow through
Responsible for working with the Director of Security on documenting, distributing and training site staff on agency safety and security protocols. Conduct quarterly site reviews to ensure protocols are being followed: access control, emergency preparation and strategy
Provide the first line of communication with community members, answering questions and ensuring follow up contact as needed. Communicate customer comments, concerns, and suggestions to the appropriate staff for follow-up
Work with direct staff and managers on site to address customer feedback and incorporate this feedback into customer service and facility improvement plans
Oversee fitness membership process from lead status to converted members, helping with scheduling reservations, pool lanes and group fitness classes as well as facility tours
Engage with current members to address feedback, responding to any escalated issues, as needed
Hire, train, schedule and oversee team of fitness staff for personal training and group exercise
Produce and distribute quarterly fitness, and gym schedules. Ensure changes are communicated to staff and members in a timely manner
Work with Aquatics Director to schedule all Aquatics lessons, classes and courses in the pool
Work with marketing on all member notifications regarding closures, holiday hours, changes to schedule, policy, or protocols and any and all other communications
Maintain Mindbody database to ensure a current offering of classes and gym/pool availability is provided, updating any changes or cancellations in a timely and accurate fashion
Hire and provide supervision of direct reports. Assess direct staff’s abilities to meet “best practice” expectations and facilitate ongoing training and development
Train team to serve as first point of contact for prospective and existing Fitness members and other program participants
Be knowledgeable of all areas of the union contract and ensure compliance
Proactively engage and partner with internal departments to ensure their needs are being met by the Front Desk
Ensure timely and accurate management of UltiPro database for department
Qualification
Required
Associates degree required
Previous administrative support and office management experience, including creating and implementing administrative structures and processes
Previous supervisory experience in a highly customer service-oriented environment
Demonstrated success working with databases required
Ability to demonstrate and lead with JCC Chicago's Four Core Values: Self-Leadership and Accountability, Creativity and Innovation, Teamwork and Collaboration, and Customer Service
Ability to foster and maintain positive relationships with staff and customers
Demonstrated intermediate level proficiency in MS Windows, Word, PowerPoint, and Excel; ability to learn and become proficient in the agency databases
Ability to relate well to all ages and backgrounds
Willingness to travel to various JCC sites as needed
Strong written and oral communication skills required
Strong customer service background required
Preferred
Bachelor's degree preferred
Demonstrated project management success highly preferred
Ability to report out of databases (or to learn how) highly preferred
Demonstrated knowledge of Jewish culture preferred
Benefits
Flexible Work Schedule
Health, dental, and vision insurance
Participation in a 401(K) plan with matching contributions
Life insurance and short/long term disability coverage
Generous paid time off, sick time, and paid observance of secular and Jewish religious holidays
Employee Assistance Program (EAP)
Free fitness membership at JCC Chicago community centers and aquatics facilities
Meaningful discounts on JCC Chicago programming, including day and overnight camp, Early Childhood, and event rentals
Professional development opportunities with the JUF/Jewish Federation
Tuition Assistance Program
Company
JCC Chicago
JCC Chicago is a nonprofit organization that offers early childhood programs, overnight camps, cultural and fitness activities.
Founded in 1903
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Addie Goodman
President & CEO
Joshua Slattery, CPA
Chief Financial Officer
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