JOB DESCRIPTION
Title: Customer Service Team Member
Supervisor: Operations Manager
Status: Hourly position
General Function:
The Customer Service Team Member is responsible for providing member services and performing customer services duties designed to make the South East Iowa Sports Center member’s experience as pleasant as possible.
Responsibilities and Principal Activities: In harmony with the Mission, Established Policies, Strategic Objectives and Goals of the Southeast Iowa Sports Center, the position is responsible for, but not limited to, the following:
Job Objective
- First point of contact for guests entering facility
- Maximize customer sales, retention and experience
- Registration and payment processing
- Sales functions of front desk and café
- Data-entry
- Player card maintenance
- Waiver form maintenance
- Front desk and entry presentation, material and literature display, and general cleanliness and aesthetics
- Perform other duties & projects as requested
Customer Satisfaction / First Point of Contact:
- Be the “face” of Southeast Iowa Sports Center greet all customers who call or enter
- Be knowledgeable about all facility programs and activities
- Be a source of information and/or a conduit to someone who knows
- Facilitate all customer requests
- Follow up to be certain all requests are addressed
Assist with Customer Sales & Retention:
- Be up-to-date on the status of all facility leagues, programs and activities
- Assist with sign-ins, payments, rosters, and schedules
- Disseminate sales information on additional programming
- Encourage renewals and additional participation
Registration and payment processing:
- Handle registrations hand-delivered, mailed to the facility, received via fax, e-mail or other method
- Enter registration information into facility management software
- Enter payment information into facility management software
- Process registration forms (i.e. give registration form and copy of payment to sports director, youth director, general manager, etc.)
- Register and reserve birthday parties and other facility rentals and accept full payment or down payment as directed
Café assistance:
- Attend to café needs during off time
- Supplement sales of food and beverage items, tokens, and other retail items as needed
Data-entry:
- Entering of new data base information on facility users
- Enter additional data information into facility management software from, but not limited to: athletic association mailing lists, birthday party waiver forms, school field trip waiver forms, door prize entry forms from various activities, etc.
Waiver form maintenance:
- Verify that all rostered team players have valid waiver forms on file
- Verify that all registered activity participants have valid waiver forms on file
- Ensure that all waiver forms have corresponding individual data entries in facility management software
- Maintain alphabetical file catalog of all received Sawmill Sports Hub waiver forms
Front desk and entry presentation, material and literature display, and general cleanliness and aesthetics:
- Ensure that entry-way and front desk present clean, organized image to general public
- Ensure only Sawmill Sports Hub-approved materials are displayed
- Ensure materials are all current and up to date, if needed inform General Manager or appropriate sales personnel if materials are out of stock or need updating
Perform other duties & projects as requested, may include, but not be limited to:
- Set up of facility rooms and areas for birthday parties and special events
- Special office functions of mailings, copying materials, creation of flyers, writing of correspondence, etc.
- Maintenance or janitorial functions to ensure safe and smooth facility operations
- Informative or marketing telephone calls as directed
Skills/Training Requirements
1.Aptitude for Customer Service
2.Ability to work multiple facility software application
3.Data entry skills