OMAHA KROC CENTER - Member & Guest Services Retention Specialist

About the role

The Salvation Army Omaha Kroc Center is seeking energetic and relationship-oriented individuals to be part of our team. The Kroc Center is a unique, privately owned community center that strives every day to enrich the lives of the people we serve - physically, spiritually, and educationally. Voted as a Best Christian Workplace by BCWI for four years, you can be part of a passionate team who love to serve and support one another and our community. At the Kroc Center you will have the opportunity to use and develop your experience and skills in a fun and caring environment.

Mission and purpose

The Salvation Army Mission: The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Ray and Joan Kroc Corps Community Center Purpose Statement: Inspire people to discover their God given talents and develop their potential through artistic, educational, physical, and spiritual experiences in a Christ-centered atmosphere.

Job summary

The Member & Guest Services Retention Specialist is responsible for designing, managing, and implementing strategies and actions to maximize retention of existing Kroc memberships. This position will focus on maximizing team potential around customer engagement, complaint resolution, and cross-sale opportunities. This position assists with daily operations of the Member Services Department and for promoting an environment where exceptional customer service experiences and member retention efforts thrive and help provide guidance to part time member & guest service associates.

Responsibilities

• Takes the lead with analysis and reporting of all retention focused reports, utilization, and statistics to help make recommendations for process adjustments where appropriate.
• Proactively makes outbound calls to improve customer connections.
• In corroboration with membership management, develop and outline an annual retention plan to achieve membership retention goals.
• Implements, coordinates, and executes member specific retention and recover actions / programs in collaboration with department heads, to attain established goals.
• Researches and stay up to date with other Kroc Centers' best practices to help build retention strategies.
• Trains and oversees Members Services Associates providing informed guidance and implementing tactics to improve customer retention interactions.
• Actively collaborates with membership management to add retention trainings to regular in-service meetings; identifying needs, providing feedback, and developing opportunities for training and improvement.
• Assist with tracking, renewing, and maintenance of multiple specialty memberships in collaboration with management, ensuring a high level of confidentiality and professionalism in all interactions.
• Displays expertise and enthusiasm in execution of membership sales and onboarding, which includes giving tours, communicating membership benefits, and connecting members to program opportunities through insightful recommendations.
• Become proficient in the use of and training of the facility's operations system as it pertains to the daily Member Services operations, programming department requirements, and customer needs.
• Must be a subject-matter expert on the Kroc Center and positively manage front-end communications to staff and members regarding programming and policy.
• Takes the lead in escalated service situations including complaint resolution and other situations that require creative problem solving, to include communication with MOD or management.
• Must be well versed in Safety and Security measures and act as the coordinating point of contact in response to emergencies.
• Complete appropriate incident report forms as directed.
• Ensure the Welcome Desk and assigned common spaces are clean, orderly, and stocked with appropriate brochures and forms. Light maintenance is expected.
• All other duties as assigned.

Supervisory responsibilities

• Member & Guest Services Associates.

Qualifications

Education and/or Experience: 2 to 5 years' related experience in customer facing roles or some college in a related field preferred. Experience in a customer service environment is preferred.

Required knowledge, skills, and abilities:

• Good communication skills and ability to speak effectively before groups of customers or employees of organization.
• English proficiency required; Spanish language skills helpful.
• Skilled in Microsoft software to include Word, Excel, and PowerPoint and the ability to access payroll, timekeeping and personal data via a web-based system.
• Exceptional flexibility and ability to work on multiple projects or tasks simultaneously.
• Administrative skills to include utilization of standard office equipment, data entry, and attention to details.
• Creative problem-solving, and conflict resolution skills.
• Demonstrated ability to handle confidential matters.
• Strong independent judgement.

Other Qualifications: Must pass all applicable background checks.

Certificates, Licenses, Registrations: Must successfully complete Safe from Harm training as established by The Salvation Army.

Physical requirements

• Physical requirements include good speaking, hearing and vision.
• Excellent manual dexterity.
• Ability to stand, bend and reach for extended periods of time, dexterity of hands and fingers to operate equipment.
• This position will require the ability to lift and/or move more than 25 pounds occasionally.

Working conditions

• The work environment is a community center with light to moderate traffic and noise levels.
• In addition, portions of the primary work facility may be considered humid (natatorium) while other locations (gymnasium) may be considered moderately loud in nature.