Customer Experience Manager at IRWIN A AND ROBERT D GOODMAN COMMUNITY CENTER

Madison, Wisconsin, United States -

Full Time

Start Date

Immediate

Expiry Date

22 May, 26

Salary

50960.0

Posted On

21 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, People Management, Scheduling, Front Desk Software, Microsoft 365, Communication, Organizational Skills, Time Management, Leadership, Training Abilities, Customer Service, Budget Management, Reporting, Supervision, Process Management

Industry

Civic and Social Organizations

Description

Description Job Title: Customer Experience Manager Department: Facilities Reports To: Director of Facilities Position Type: Regular, Full-time FLSA Status: Exempt Pay: $50,960 per year Benefits: Eligible (details below) Position Description We are looking for a conscientious Customer Experience Manager to oversee the Customer Experience Coordinators at Goodman. In this role, you will be required to greet and welcome guests, respond to their questions and complaints, manage people and schedules, and ensure that the reception area is professionally maintained. Our goal is to have the front desk staffed with a Customer Experience Manager plus one (1) front desk staff member, from 10 am – 4 pm M-F. Your desk will be a permanent station at the front desk area. Qualifications Bachelor’s degree preferred Proficient in front desk software and Microsoft 365 Excellent written and verbal communication skills Strong organizational time management skills Good leadership and training abilities Customer Service experience Responsibilities Define and implement Customer Experience objectives and procedures Respond to guests' complaints and questions while providing an exceptional customer experience Hire and train staff Conduct performance reviews with staff Manage the front desk shift schedules and processes Schedule and lead monthly team meetings Manage daily setup assignments for custodial team Process/approve fitness membership renewals Ensure that the front desk and reception area is kept clean and organized Maintain front desk office supplies and equipment Supervise staff and all Customer Experience activities including bookings, appointments, phone calls and emails Manage budgets and records Generate reports and feedback for presentation to Director or Facilities and/or the Executive Team Benefits Goodman Community Center offers generous health and dental plans as well as vision, life insurance, short-term disability, a 403(b)-retirement plan, and a team member assistance program Free onsite weekday childcare for benefit eligible employees upon hire, pending program availability (ages 3+) Free access to on-site Lussier Fitness Center Employee discount on room rental Generous PTO

Responsibilities

The Customer Experience Manager will oversee Customer Experience Coordinators, handling guest interactions, managing staff, and ensuring the professional maintenance of the reception area. Key duties include defining objectives, responding to complaints, hiring, training, and managing shift schedules and processes.