Member Relations Associate

About the Organization

Founded as separate organizations in 1948, Jewish Long Beach and the Barbara and Ray Alpert JCC (AJCC) are the newly merged single agency serving the functions of a Jewish community center, Jewish federation, and Jewish community foundation for the Long Beach and west Orange County areas. Jewish Long Beach and the AJCC administer a wide variety of programs and services, rooted in Jewish values but open to all, including early childhood education, summer camp, and after-school programs, adult education, services for seniors, leadership development, fitness and wellness programs, advocacy, and much more. Jewish Long Beach also awards nearly $500,000 in grants annually to a variety of nonprofit agencies throughout the Long Beach area and overseas. The organization owns and operates an eight-acre multi-use campus in east Long Beach, has an annual operating budget of approximately $7 million, and manages approximately $35 million in philanthropic assets.

Position Summary

The Customer Service Representative provides a warm and friendly point of contact between the AJCC and our members and visitors at the front desk/or Welcome Desk. This position is responsible for receiving calls, determining nature of business, managing member’s accounts and reservations for utilizing the building, and directing callers to their destination. The work hours vary weekly depending on regular building hours.

Essential Position Responsibilities

• Greet members as they approach the desk and focus full attention on them. Our members are the reason for being in business

• Checking members in for their reservations on the UPace My J app

• Answer switchboard calls and obtain caller’s name and direct caller to destination. Refer calls to voice mail should caller desire. Take phone messages if caller desires and distribute messages to staff

• Process program registrations via Daxko

• Be familiar with the various services at the AJCC to better fill our member’s needs. Work with other departments to help provide excellent customer service

• Receive mail and shipments and notify appropriate department staff of receipt

• Dispense information about all programs and departments of the AJCC. Must know what is occurring during the day in order to answer all questions regarding programs and their location in building

• React to change productively and handle other essential tasks as assigned. Participates in staff meetings, staff team functions and programs or events as required

• Maintain the highest quality of courtesy, friendliness and service excellence toward members, visitors and other staff

• Understand and support the AJCC’s mission and values

• Work effectively with all staff members

• Additional responsibilities may be assigned

Behavioral Expectations

• Clearly communicate the “mission,” ensuring everyone works toward the same goals.
• Create a positive environment where two-way communication, accountability, and strong trust are established.
• Promote teamwork and respect, both internally between staff as well as in community-facing contexts with donors, volunteers, members, and other stakeholders.
• Demonstrate the ability to respond with a high degree of responsiveness to the needs and requests of others, internally and externally. Understand the impact of their work on others.
• Deal constructively with conflict and focus on the situation, issue or behavior and not on the person by diffusing situations before conflicts arise, resolving conflicts directly and actively promoting and gaining cooperation from others.
• Accurately provide and receive information in oral and written communications.
• Consistently provide ideas, opinions, or information in an articulate, professional way.
• Actively listen to others and demonstrate understanding of other points of view.
• Willingness and ability to adjust to changing conditions or priorities.
• Take the initiative to identify and act on problems, and lead by example. Consistently make decisions that resolve problems and act decisively when necessary.

Skills

• Able to consistently behave in a friendly, welcoming and professional manner

• Ability to remain organized while managing multiple details

• Ability to communicate effectively

• Computer proficiency including Microsoft Word, Excel, and Outlook is a bonus

Education, Experience and Requirements

• High School Diploma
• Minimum of 1-year customer service experience
• Must be able to work early mornings, evenings, holidays and/or weekends

Supervisory Responsibilities

No supervisory responsibilities required.

Physical Demands

While performing the duties of this job, the Customer Service Representative is regularly required to use hands to handle or feel objects, equipment or controls and talk and hear. The employee must be able to frequently lift and/or move up to 25 pounds. While performing the duties of this job, the employee will spend the majority of the time sitting.

Work Environment

The work environment for this position is at the Health Check Table and/or Welcome Desk, the area is clean and comfortable. It may include minor annoyances such as noise, outdoor climate change and drafts.