Guest Services Attendant

Description

The Guest Services Attendant is responsible for creating exceptional customer service experiences. Responsibilities include selling and/or verifying memberships through POS system, providing information, and answering questions about available programs.

Duties and Responsibilities:

• Provide great customer service to the community; see that all customers, clients, and members are given prompt and courteous service.


• Must be able to handle cash, make change and operate the POS system. Will assist customers, clients, and members according to established procedures.


• Receive and handle incoming telephone calls, visitors, and emails in a friendly and businesslike manner. Direct calls to appropriate program/staff in a timely manner.


• Efficiently process memberships of all types.


• Manage the voicemails that come in and return calls promptly.


• Maintain progressive knowledge of all programs and facilities.


• Process new memberships and complex changes to memberships independently.


• Facilitate high level conflict resolution and customer engagement with a positive outcome.


• Able and confident to work independently for open and closing shifts.


• Be responsible for maintaining the orderliness and cleanliness of the Point of Sale (POS) stations and kiosks. Keep sales area clean and neatly arranged at all times.


• Secure the POS area at the open and close of shift.


• Open and close tills.


• Responsible for downtime tasks assigned in system.


• Address open cases created by members and other staff.


• Be able to complete full data entry for membership and program sales.


• Observe and identify customers, clients and members that may be recommended candidates for scholarship. Provide assistance for scholarship application process.


• Review and process scholarship applications and provide approval or denial.


• Provide administrative support to include filing, data entry and mailing.


• Adhere to RJKCCC operations as well as all policy procedures as adopted by Administration.


• Observe all safety rules and regulations.


• Attend staff meetings and trainings as assigned.


• Provide referral information to meet individual and family needs.


• Maintain confidentiality.


• Other duties as assigned.

General Qualifications and Proficiencies:

• High school diploma or GED equivalency.


• Previous cashier and/or customer service experience helpful.


• Computer software application experience helpful. Ability to use new software programs with basic training. Proficient typing skills.


• Consistent attendance, accountability, and positive attitude a must.


• Ability to communicate effectively with clientele and staff.


• Demonstrate the ability to relate positively and energetically with staff, clients, members and customers.


• Must have the ability to maintain a non-judgmental attitude in working with customers, clients, members, and staff.


• Must be able to work independently, with minimal supervision.


• Must have command of the English language and possess excellent verbal and written communication skills.


• Thrive in a team-oriented environment. Be a team player.


• Ability to work in a fast-paced environment and maintain poise under pressure.


• Excellent telephone skills.


• Ability to empathize and communicate with low-income and vulnerable people.


• Knowledge of Salvation Army policies and procedures helpful.

Physical Requirements:

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis.


• Ability to grasp, push, pull objects such as files, file cabinet drawers and reach overhead.


• Ability to operate telephone and desktop computer.


• Ability to lift up to 40 lbs.

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

Equal Employment Opportunity: Minorities/Women/Disabled/Protected Veterans