OMAHA - Member & Guest Services Retention Specialist

OMAHA KROC CENTER - Member & Guest Services Retention Specialist

#

Full-time

The Salvation Army Omaha Kroc Center is seeking energetic and relationship-oriented individuals to be part of our team. The Kroc Center is a unique, privately owned community center that strives every day to enrich the lives of the people we serve - physically, spiritually, and educationally. Voted as a Best Christian Workplace by BCWI for four years, you can be part of a passionate team who love to serve and support one another and our community.

At the Kroc Center you will have the opportunity to use and develop your experience and skills in a fun and caring environment. If that sounds intriguing to you then read more about our needs and expectations - we can’t wait to meet you!

The Salvation Army Mission: The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Ray and Joan Kroc Corps Community Center Purpose Statement: Inspire people to discover their God given talents and develop their potential through artistic, educational, physical, and spiritual experiences in a Christ-centered atmosphere.

Job Summary /Primary

Purpose:

The Member & Guest Services Retention Specialist is responsible for designing, managing, and implementing strategies and actions to maximize retention of existing Kroc memberships. This position will focus on maximizing team potential around customer engagement, complaint resolution, and cross-sale opportunities. This position assists with daily operations of the Member Services Department and for promoting an environment where exceptional customer service experiences and member retention efforts thrive and help provide guidance to part time member & guest service associates.

Essential Duties and Responsibilities:

• Takes the lead with analysis and reporting of all retention focused reports, utilization, and statistics to help make recommendations for process adjustments where appropriate.
• Proactively makes outbound calls to improve customer connections.
• In corroboration with membership management, develop and outline and annual retention plan to achieve membership retention goals.
• Implements, coordinates, and executes members specific retention and recover actions / programs in collaboration with department heads, to attain established goals.
• Researches and stay up to date with other Kroc Centers’ best practices to help build retention strategies.
• Trains and oversees Members Services Associates providing informed guidance and implementing tactics to improve customer retention interactions.
• Actively collaborates with membership management to add retention trainings to regular in-service meetings; identifying needs, providing feedback, and developing opportunities for training and improvement.
• Assist with tracking, renewing, and maintenance of multiple specialty memberships in collaboration with management, ensuring a high level of confidentiality and professionalism in all interactions.
• Displays expertise and enthusiasm in execution of membership sales and onboarding, which includes giving tours, communicating membership benefits, and connecting members to program opportunities through insightful recommendations.
• Become proficient in the use of and training of the facility’s operations system as it pertains to the daily Member Services operations, programming department requirements, and customer needs.
• Must be a subject-matter expert on the Kroc Center and positively manage front-end communications to staff and members regarding…