JOB DESCRIPTION

Title: Customer Service Team Member

Supervisor: Operations Manager

Status: Hourly position

General Function:

The Front Desk Manager is responsible for providing member services and performing customer services duties designed to make the Sawmill Sports Hub member’s experience as pleasant as possible.

Responsibilities and Principal Activities: In harmony with the Mission, Established Policies, Strategic Objectives and Goals of the Sawmill Sports Hub, 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 Sawmill Sports Hub —greet all customers who call or enter

Be knowledgeable about all Zone 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 Sawmill Sports Hub 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 Sawmill Sports Hub, received via fax, e-mail or other method

Enter registration information into MIS

Enter payment information into MIS

Process registration form per Sawmill Sports Hub format (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 Sawmill Sports Hub users

Enter additional data information into MIS 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.

Player card maintenance:

Taking photos of Sawmill Sports Hub player card participants

Taking payment for Sawmill Sports Hub player cards

Printing and distributing player cards as directed

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 MIS

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.Knowledge of Maximum Solutions software application

3.Data entry skills