MINIMUM QUALIFICATIONS

• One (1) or more years of customer service experience.
• Experience providing a high level of customer service to diverse internal and external customers both in-person, online, and over the telephone.
• The knowledge of and ability to use MS Office and other software, systems, and office equipment.
• Excellent critical thinking, organizational and time management skills.
• Ability to work in an environment with frequent interruptions and background noises.
• Must have an Adult CPR/AED, First Aid certifications or ability to obtain within the first 60 days. Training will be provided.
• Positive and friendly disposition.

• Greet members, prospective members, and guests while demonstrating diplomacy in all interactions and using appropriate behavior and language.
• Answer phone calls promptly, in a friendly manner, and give accurate information regarding the Fishers Community Center and/or membership.
• Engage in active listening to build relationships, understand individual’s goals and interests, and take the initiative to ensure the member has a positive experience. When the opportunity presents itself, go above and beyond to resolve the situation immediately.
• Conduct tours responsive to the needs of prospective members and process memberships.
• Enter all transactions accurately and completely into the computer system, process refunds, and balance all end of shifts and report any discrepancies to a supervisor.
• Coach/mentor/train Membership Experience Ambassador staff to ensure excellent member support.
• Serve as a point of escalation for complex service concerns, delivering thoughtful resolutions and reinforcing customer trust.
• Ensure safety of patrons and be prepared to take charge in an emergency if necessary. Act as a first responder in the event of an emergency, providing immediate assistance, administering first aid or CPR as needed, and following proper emergency protocols to ensure member and staff safety. Report any emergencies immediately and complete accident reports as necessary.
• Perform administrative tasks in support of special projects as needed.
• Perform duties as assigned.