Service Desk Supervisor

Miami Beach Jewish Community Center | Miami Beach, FL, United States

Posted Date 11/08/2022
Description

Job Title:  Service Desk Supervisor                                          

 

Ideal Candidate: This applicant is a warm and outgoing individual with experience in a fast-paced administrative/supervisory environment. Main responsibilities will include supervising the Service Desk team and overseeing daily operations of the Service Desk, ensuring that standards of practice are met daily. Additional responsibilities include setting the organizational standard for customer engagement and serving as a communication channel between Service Desk team and Membership Director. Prior customer service experience in a non-profit/hospitality environment preferred. Must be flexible with days and evenings, events and some possible weekends.

 

Job Summary: The Service Desk Supervisor is responsible for ensuring that a high standard of customer service for the Service Desk team is established and maintained. The Service Desk Supervisor will handle scheduling and participate in hiring/training/onboarding of Service Desk team. The Service Desk Supervisor will work closely with the Membership Director in areas such as training staff, onboarding of members and Service Desk Staff, new membership sales and other membership related services, including some accounting and collections. The Service Desk Supervisor has the responsibility of all Service Desk standards of practice and is responsive to member inquiries in addition to Service Desk team needs. The Service Desk Supervisor also responds to members’ comments and suggestions, acting as the JCC’s first line of communication with members along with Service Desk team. They should also be well informed with up-to-date information about MBJCC membership, programs and events to ensure that they are able to promote and discuss all departmental information accordingly to all customers. This position requires strong administrative and organizational skills, ability to be autonomous and utilize independent judgement that is best for organization as a whole and in line with organization’s mission. This position also requires this person to be a team player who takes initiative and builds and maintains professional yet warm relationships with staff, members/guests and program participants. This person is passionate and wants to be a part of the MBJCC family!

 

Essential Functions

  • Works closely with Membership Director; hire/train/schedule and supervise the Service Desk Team
  • Oversee Service Desk team and ensure all Customer Service expectations and SOP’s are being met and maintained
  • Create a warm welcoming yet professional environment at the Service Desk for all members/guests entering the JCC
  • Efficiently handle the check-in/onboarding processes for members/guests and ensure all SOP’s are being upheld by Service Desk staff
  • Receive/Manage/Forward member requests, feedback and complaints effectively and in a timely manner. Follow proper chain of command when communicating this information
  • Assist Membership Director in developing, scheduling and holding monthly Service Desk staff meetings
  • Give Sales Tours when needed and present membership information to prospective members while discussing other areas of MBJCC
  • Be knowledgeable and educate members about all current and upcoming programs and activities offered by the MBJCC
  • Promote MBJCC services and activities in various lines of communication (phone, email, verbal)
  • Ensure that Service Desk is always well stocked and clean and organized as well as lobby (signage, TVs, etc.)
  • Ensure that the Service Desk team and all flyer/schedule/promotional areas throughout building have current information and marketing materials for all programs/membership
  • Maintain inventory of supplies at Service Desk (PPE and Admin supplies)
  • Maintain; Tours/Package Receivables and Lost and Found logs
  • Work cooperatively and keep open communication with all departments of the MBJCC including security team, ensuring all SOPs and protocols are being upheld and followed at all times
  • Maintain a positive “open door” rapport with Service Desk team and ensure organizational culture is maintained

 

Minimum Job Requirements:

 

Education:

Associates Degree or a BA preferred

 

Experience:

3-5 years in administrative/customer service and supervisory/management experience a plus

 

Specific Skills:

Customer Service, Interpersonal Communication (Written and Verbal), Basic Computer (Microsoft Office/Outlook), Calendar Management, Basic Accounting and Handling of Monies, Multitasking, Self-Motivated, Anticipates Needs and Highly Organized

 

Specialized knowledge, licenses, etc.:

First Aid/CPR Certified preferred

 

Supervisory responsibility, if any:

Service Desk Team

 

Supervisor: Nicole Linares, Membership Director

Duration
Full Time
Categories
Membership
Job Location
US

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