Customer Service Representative

**Title**:Customer Service Representative

**Category/Term**: Part time

**Starting**: Immediately

**Reporting to**: Manager of Customer Service

**About the MNjcc**:
The Miles Nadal Jewish Community Centre is a dynamic hub in downtown Toronto. It provides opportunities for people of all ages and backgrounds to be active, learn, connect and participate in a wide range of cultural experiences. Rooted in Jewish values, the MNjcc is open to all.

Founded on this site in 1953 the MNjcc is home to a state of the art Fitness Centre, the Al Green Theatre, four schools, four choirs, a wide range of arts and cultural activities, Jewish Life programming, and a robust Active 55+ program. It is a founding member of the Bloor Street Cultural Corridor.

**Short Description of the Position**:
As one of the primary points of contact for members, guests and staff in our facility, the Customer Service Representative/Greeter at our Welcome Desks (Information Desk & Fitness Desk) are responsible for both greeting and assisting/serving our members, guests and staff. The ultimate goal of providing exceptional service to all members, guests and staff is achieved through the CSR’s consistent commitment to demonstrating the qualities of sincerity, enthusiasm, affability and responsiveness. The CSR reports directly to the Manager of Customer Service and as a requirement of the position may be asked to work at both Fitness and Information Desks interchangeably.

**Schedule**:
Our potential schedule is 6:00am-10:00pm Monday to Friday, and 6:00am-10:00pm on weekends. We are primarily looking for someone who can provide coverage on weekends.

**Key Duties and Responsibilities**:

- **Responsibilities**:
**Reception and Customer Service**
- Actively practice JCC Customer Service Standards including fostering open communication, making personal connections, creating memorable guest experiences, following up and following through on all requests.
- Provide professional, helpful and positive service to clients regarding policies, procedures and everyday operations of the MNjcc
- Ensure that you are knowledgeable regarding all MNjcc activities, programs and special events.
- Address members by their name, preferably every time they visit.
- Acknowledge members and guests as they enter and leave with a friendly hello or good-bye and a smile.
- Be familiar with frequently asked questions and know when to refer inquiries to other agencies such as Jewish Information Services of Toronto.
- Complete program registration activities, including collection of payments.
- Process the sale of guest passes, theatre tickets and drop-in passes, etc.
- Support the process of membership, program sales and ticket sales including cross promotion of programs and services.
- Ensure member concerns are fully listened to, understood and addressed. Direct them to those staff members who can best resolve their problems or issues, such as the Manager on Duty.
- Provide professional phone service. Screen and direct calls appropriately. Take accurate messages as required. Direct all membership tours and inquiries to Membership Consultants in the Fitness Centre.
- Control access to the facility including screening entrants when appropriate. Monitor the member sign-in security card system and elevator access. Ensure all members swipe in at both desks. Ensure guests sign into guest book(s) and collect ID, if applicable, for all visitors entering the facility on a guest pass.
- Perform reception duties as scheduled on the Daily Checklist.
- Act in accordance with the MNjcc Code of Conduct and Bill 168 and report any misconduct to appropriate management staff through the completion of an incident report.
- Problem-solve situations when a Management Staff is not available.
- Distribute towels to the appropriate members.
- Fold towels, complete filing and any other tasks assigned by management, such as photocopying, etc.
- Conduct screening procedures for people entering the building, such as members, contractors, delivery people, etc.
- Complete Pro-Shop sales
- Act as a liaison between members and staff
- Provide tours of the facility, or other personal guidance as necessary

**Information Systems**
- Maintaining data integrity in the various databases (Amilia, EventPro, Hartmmann).
- Assist in ensuring that member information is current.
- Maintain up-to-date contact information for yourself with the Information and Fitness Desk.
- Post signs advising members and guests of any closures (whirlpool, sauna, pool, steam room, etc.)

**Administrative**
- Follow daily checklist as assigned
- All promotional material must be approved for posting via the Director of Marketing and Communications. No material should be posted that competes with current program offerings or contravenes MNjcc code of ethics.
- Maintenance/logging of Lost and Found items. Things should be discarded/recycled/donated after 30 days. This is coordinated by the Service Manager of the Fitness Desk.
- Runn