Grand Rapids Kroc Center - Welcome Desk Lead

The Welcome Desk Lead is responsible for creating exceptional customer service experiences and for the safe and secure day-to-day operations of the Roy and Joan Corps Community Center (RJKCCC). Responsibilities include selling and/or verifying memberships through POS system, providing information, answering all incoming calls, scheduling front desk staff and answering questions about the facility, The Salvation Army and available Kroc Center programs.

• Provide great customer service to the community; see that all customers, clients, and members are given prompt and courteous service
• Be an ambassador for the RJKCCC by giving tours, promoting the Kroc Center, and selling memberships.
• Observe and identify customers, clients and members that may be recommended candidates for scholarship. Help with scholarship application process.
• Maintain progressive knowledge of all programs and facilities.
• Support front desk attendants during conflict situations with guests or when assistance is needed.
• Perform POS transactions at the Welcome Desk.
• Handle cash, credit cards or checks, make change and operate the Kroc Suite computer software.
• Train front desk staff on Kroc Suite usage.
• Maintain the orderliness and cleanliness of the POS stations and kiosks.
• Secure the POS area at the open and close of shift.
• Train, schedule and supervise Welcome Desk attendants.
• Wait on customers, clients, and members according to established procedures.
• Receive and handle incoming telephone calls, visitors, and emails in a friendly and businesslike manner.
• Handle and serve light food and beverage in accordance with food safety standards
• Direct calls to appropriate program/staff in a timely manner.
• Provide regular statistical reports related to the members including scholarship needs, child watch, staffing/volunteer needs and other reporting as required.

Qualifications:

Education/Experience:

• High school diploma or GED.
• Minimum of two years' experience in working in customer service industries.

• Experience supervising and managing staff preferred
• The ability to read, write and communicate in English is required.
• The ability to communicate in Spanish is a plus

• Proficient in Microsoft Office 365
• Working knowledge of TEAMS and SharePoint
• Computer database application experience helpful.
• Ability to use new software programs with basic training.

• Complete Safe From Harm training, and keep current as needed