Customer Services Coordinator SC​/San Diego KROC Center

Overview

Customer Services Coordinator-13-004 - SC/San Diego KROC Center at The Salvation Army Southern California

The Customer Service Coordinator is responsible for ensuring safe, effective and complete daily operations within the Gym, Fitness, Aquatics departments and all associated program areas. The Coordinator serves as the point of contact for incidents, staffing coverage and opening/closing procedures in collaboration with department MODs. The Coordinator will work closely with the Membership Manager to oversee the daily operations of Gym Guest Services, ensuring effective processing of inquiries and sales.

The role includes hiring, onboarding and training of guest services staff and ensuring operating procedures are well communicated and followed. Additionally, the Coordinator will establish, monitor and maintain communication systems between guest services staff, other Kroc Center programs and staff as well as the public.

• Work closely with the Membership Manager to develop, communicate and implement daily operating procedures related to customer/member interactions, with emphasis on membership and program sales.
• Ensure timely, effective communication with and between Kroc Center associations, members and guests.
• Maintain working knowledge of Kroc Center software resources and support program managers with analysis, reports and staff training and feedback. Software may include Kroc Center website, krocsales.org (sales platform), Community Connect/CCMS and others, as applicable.
• Be available. Carry a radio and communicate with the GSAs when leaving the Gym/Pool Deck. Do not go offsite except in extreme cases.
• Maintain professionalism and be prepared to respond to customer situations. Plan off-the-clock breaks to occur during hours when other MODs are present.
• Conduct frequent walkthroughs of the building and pool deck.
• Keep the last 30 minutes of the day set aside for closing tasks, including assisting with building walk-throughs, inventory of lost items, and announcements.
• Perform all other duties as assigned and necessary.
• Respond to member or customer requests for a manager, communicating appropriately to the respective department.
• Ensure all daily reports and forms are completed, including but not limited to Protecting the Mission (PTM) logs, building walk-through logs, restroom monitoring logs, Predator Barrier notices and accident reports.

Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or continuous basis. Ability to lift up to 50 pounds. Proficiency with computer, fax and telephone. May be exposed to volatile environments; work spaces may range from quiet to busy/noisy indoor and outdoor spaces with multiple groups. Must be able to participate in youth games/activities.

• Must be at least 18 years of age
• Minimum high school diploma or equivalent; college degree preferred
• Minimum of 6 months experience at a Kroc Center or similar facility preferred
• Must be able to read, write and communicate in English; bilingual (Spanish) preferred
• Basic understanding and competency in Microsoft Office

• Strong interpersonal and communication skills; ability to maintain a friendly, enthusiastic and positive attitude
• Professionalism in problem solving and confidentiality
• Ability to work well with Managers, Directors, Support staff and Divisional Team
• Ability to reflect and communicate the Christian mission, vision, goals and strengths of The Salvation Army Ray and Joan Kroc Corps Community Center
• Ability to function proactively with minimal supervision
• Ability to work with a diverse population
• Experience in coaching/motivating groups and demonstrated leadership skills
• Strong motivational and management abilities
• Ability to respond professionally to requests from guests, members and staff
• Experience with CCMS or related POS software is preferred

• Entry level

• Full-time

• Other

• Non-profit Organizations

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