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Customer Service Associate

Company: YWCA Evanston North Shore
Location: Evanston
Posted on: September 22, 2022

Job Description:

Description: The position is located in Evanston, Illinois.The Customer Service Associate is the first point of contact for the public and conducts front-desk operations in a welcoming, inclusive, respectful, and efficient manner. The Associate greets all callers, visitors, program participants, and staff; answers questions accurately; maintains a safe and clean lobby; conducts point-of-sale transactions and assists participants with program registrations; opens and processes mail and deliveries; and directs all inquiries appropriately. ESSENTIAL FUNCTIONS AND RESPONSIBILITIESFront Desk Operations (50%)

  • Greets each visitor with a smile and checks them in according to protocol; assists visitors with disabilities or limited mobility with accessing the lobby and pool area.
  • Answers, responds to, and appropriately directs all phone calls and retrieves and relays voicemail messages in a timely manner, at least one time per day, via email or telecom service.
  • Ensures daily schedule of on-site workshops, trainings, or meetings is posted for members of the public to easily find.
  • Ensures the front desk is maintained as a service-oriented, professional space by keeping supplies stocked, surfaces tidy, and maintaining confidentiality in relation to information regarding the YWCA staff, participants, contractors, and visitors.
  • Ensures clean, safe, well-stocked spaces through conducting regularly scheduled walk-throughs of the lobby, copy room, and locker rooms, reporting maintenance requests as needed.
  • Performs all required opening and closing procedures and is knowledgeable of building security and emergency protocol to maintain the security and welfare of clients, customers, and staff.
  • Report on equipment, facility, and software issues to the manager immediately.
  • Date stamps and distribute incoming mail according to protocol. Inspects all incoming mail for checks.
  • Processes all check receipts received in the mail according to instructions. Records receipt of packages and notifies staff regarding package delivery. Distributes mail and faxes to staff mailboxes as received.
  • Assist Operations Manager with contacting and guiding contractors.
  • Unlock and lock facility based on operating hours.Registrations, Donations, and Point of Sale (POS) (45%)
    • Assist customers in registering for agency programs including but not limited to answering questions, looking up and/or helping participants create accounts, and collecting and processing registration fees through the POS system if needed.
    • Maintain an orderly inventory of aquatics merchandise and process the sale of merchandise through the POS.
    • Receive and process donations through the POS system, report any donation over $100 to the Development team according to protocol, and enter donor information into the participant database as requested.
    • Balances cash drawer at the end of every shift and prepares daily reports for accounting.
    • Directs all monetary or in-kind donation calls to the appropriate staff person, receives and transports approved in-kind donations according to protocol; notifies relevant personnel for on-site approvals as needed; and courteously turns away items not preapproved.ADDITIONAL DUTIES (5%)
      • Accepting call-back shifts when available.
      • If Spanish bilingual, assists with limited translations as requested to ensure timely and accurate sharing of information
      • Performs other duties assigned.
      • Understand and adheres to all the YWCA Evanston/North Shore procedures and policies as well as the YWCA Employee Handbook. Requirements: MINIMUM QUALIFICATIONSExperience and/or Training: One year of reception, customer service, or retail sales experience.Licenses/Certificates:
        • First Aid/CPR within 6 months of employment
        • YWCA requires that all employees be fully vaccinated for COVID-19 and submit proof of vaccination to Human Resources unless a request for a medical or religious accommodation is granted.Technology/Equipment:
          • Intermediate proficiency in Microsoft Office SuitePREFERRED QUALIFICATIONSExperience and/or Training: At least two years in reception, customer service, or retail sales experience.Languages: Proficiency in SpanishTechnology/Equipment:
            • Intermediate proficiency using point-of-sale systems
            • Beginner experience with databasesPHYSICAL AND MENTAL DEMANDSIntermittent (less than 15%), Occasional (15-45%), Frequent (50-75%), and Continuous (over 75%)
              • Tolerance of prolonged and continuous stationary periods at a desk/computer
              • Must be able to move about the facility
              • Occasionally required to push, pull, lift and/or move up to 10 pounds.
              • Must be able to operate controls for computers and other equipment including phones, copiers, and fax machinesWORKING ENVIRONMENT
                • Employee required to work in a public, common lobby space with consistent and substantial background noise, phone calls, and frequent interruptions.
                • Employee required to work near chlorinated pools so might be exposed to humidity and occasional smells of chlorine. --- Employees are expected to keep workspaces free of cell phones, headphones and all other personal accessories during working hours.
                • Employee will arrive wearing work uniform and name badgePM22


Keywords: YWCA Evanston North Shore, Evanston , Customer Service Associate, Hospitality & Tourism , Evanston, Illinois

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