Customer Service Assistant-Wellness Club Lincoln Job Lincoln area,Nebraska USA,Customer Service/HelpDesk

Position: Customer Service Assistant-Wellness Club, 6hrs/wk, Lincoln

Job Title

Customer Service Assistant I

Job Code: 770000

Immediate Supervisor:
Customer Service Supervisor

Hours/

Schedule:

Tuesday 5-10 pm and rotating schedule for Sunday 1-7 pm shift

Overview

The primary responsibilities are to welcome and check in members and guests, answer incoming calls and transfer these calls to the correct manager or office, accurately record and enter sales in the Customer Management System (CMS)/Point of Sale (POS) machine, and be familiar with Pro Active programs and policies in order to answer questions from members, guests, or prospective members.
Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures.
Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.

Essential Functions

Perform procedures in computer software management system to accurately record account information, purchases, scheduling and other transactions within CMS/POS.

Complete the cash reconciliation of the POS system as instructed by the Customer Service Supervisor.

Complete forms, as required, accurately and completely so that proper information is conveyed.

Greet every member and guest in a pleasant and friendly manner and ensure each is checked in quickly, efficiently, and in accordance with the policies and procedures.

Establish good rapport with members, striving for the goal of greeting each member by his/her first name.

Answer all incoming calls and promptly respond to the caller’s inquiry or transfer the caller to the appropriate Pro Active area.

Maintain extensive knowledge of programs and policies in order to answer questions and/or direct patrons to the appropriate Pro Active employee.

Ensure prospective members complete prospect cards, forward these cards to Member Services, and alert Member Services to prospects who request information.

Must be able to effectively communicate membership policies to all prospects.

Inventory count, knowledge of products and assist members with purchases.

Follow instructions from supervisor to perform other functions as assigned in order to achieve the goals within the department and/or system.

Ensure that patron check‑in are completed appropriately.

Become proficient in the use of the phone system so that answering, holding, and transferring calls is accomplished quickly and professionally.

Complete the opening and closing procedures as outlined in the Pro Active Policy and Procedure manual (as appropriate).

When deliveries are made to the Front Desk or when vendors/contractors come to Pro Active, ensure the proper employee is contacted and packages are received in accordance with standard procedures.

Ensure all non‑members permitted to enter the Club for a specific program or purpose (cardiac rehabilitation, events and programs, transition, physical therapy) are greeted courteously. Non‑members entering for the first time should be courteously directed to the proper location or to the lounge to wait for the appropriate contact.

Reconcile the cash drawer upon closing and verify that the cash drawer has the correct amount of cash at closing and opening each day.

Maintain accurate knowledge of membership policies and rates; serve as a back‑up to member services with regard to prospective member tours and information.

Provide support to the Customer Service Supervisor, when necessary, for member communication, office tasks and other club needs.

Knowledgeable of food and beverages available, ability to prepare all food and beverages on menu.

Open and close processes associated with food service.

Follow food code requirements to ensure consistent safe practices in food handling.

Maintain and ensure a safe environment for the department. Handles and operates all necessary equipment and must be able to operate copier, telephone, fax machine and have basic computer skills, including data entry, e‑mail and word processing.

Physical Demands and Environmental Conditions

Requires sufficient sight to see and read reports and computer screen. Requires sufficient hearing and speaking to communicate by…