Job description

Essential Function

The Weekend Manager on Duty (WMOD) essential duty is to cover for senior leadership personnel's absence during the weekend. The WMOD guarantees that a critical leader is available in an emergency at the Center. The WMOD has extensive operations expertise to assure customer service quality, and guest recovery, and functions as the emergency response point person. They will work with program managers and personnel to identify and resolve any difficulties or obstacles preventing you from providing excellent service throughout the day.

Duties and Responsibilities

The duties listed below are the primary duties of this position but are not all the duties that may be required. The Salvation Army reserves the right to change, reduce, or expand the duties of this position at any time. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions of this role.

Specifically, the primary duties are:

Staff Supervision:

• Demonstrate exemplary customer interactions and hold staff accountable to maintain high customer service standards, professionalism, and engagement.
• Periodically review the CCMS system and reports to ensure data accuracy.
• Monitor the safety of members, guests/visitors – ensuring that employees are courteous, engaged, and working to meet customer service expectations and be efficient in their work.
• Ensure guest safety, immediately rectify and/or report any potentially unsafe conditions to the supervisor or security. Help de-escalate membership/client concerns and work with the security department when necessary to handle delicate matters that arise. Coordinate response and direction to members in emergencies.
• Report any suspicion of Child Abuse to the appropriate supervisor and Child Protective Services.
• Attend to accidents and injuries according to policy. Generate legible and accurate accident and incident reports as required and forward them to appropriate personnel in the time frames prescribed.
• Provide staff training and coaching on Kiosk Operations, CCMS, and customer service.

Communications and Promotions:

• Assist the Hospitality Manager in establishing and monitoring timelines/promotional schedules for events to ensure adequate and proper promotion.
• Execute sales plans and tactics through multi-varied communication channels. Designed to increase membership and program participation.
• Receive and handle incoming telephone calls, visitors, and emails in a friendly, professional manner; direct calls/inquiries to appropriate program/staff.

Operations/Administration:

• Manage customer database and registration process, including on-site registrations, to ensure accurate registration data, fee collections, counts for specific events, etc.
• Take ownership of member/facility issues by notifying the appropriate department, staff, and manager to resolve issues or directly handle simple issues.
• Handle cash, credit card, or check transitions, make a change, and operate Kiosk/POS software
• Secure the Kiosk/POS area at the opening and close of each shift
• Correctly input all sales and data into the Kiosk/POS system.
• Complete necessary paperwork for bank deposits at the end of each shift.
• Ensure steps are followed for membership background checks.
• Review and update key account and personal information.
• Use established procedures to follow up with members with delinquent accounts.
• Attend all organizational staff meetings.
• Support the Hospitality Manager and Operations Manager (OM) in Kroc's rental business as needed.
• Complete a building-wide walk-through at the completion of every shift and report any facility issues.
• Perform related duties as assigned.

Qualifications

• Bachelor’s degree or equivalent combination of relevant education and work experience, or equivalent work experience.
• Three years prior experience in event planning, sales, and promotions.
• Proficiency in English and Spanish.
• Possesses sensitivity and awareness of diverse cultural perspectives and the ability to work with diverse populations.
• Knowledge of contemporary management principles and procedures, including expertise in supervision, marketing, budgeting, and scheduling
• Must be able to model and instruct staff on exemplary customer service and interpersonal skills.
• Able to multi-task, organize, and prioritize work to meet deadlines.
• Accurate and precise handling of qualitative and quantitative data.
• Must have excellent computer skills; familiar with Microsoft Office (TEAMS, Outlook, Word, Excel, Access) and general working knowledge of web-based, client-interfacing computer systems and email communications systems.
• Demonstrates good judgment, resourcefulness, flexibility, attention to detail, and problem-solving.
• Service-oriented team player who can take the initiative, work independently, and quickly adapt to a fast-paced environment.
• Available to work a flexible schedule, including nights, weekends, and holidays.
• Must have a current valid driver’s license and be approved to drive The Salvation Army vehicles.

Job Type: Part-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Paid time off

Experience level:

• 3 years

Shift:

• Day shift
• Evening shift

Weekly day range:

• Every weekend
• Weekends only

Ability to commute/relocate:

• Camden, NJ 08105: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person

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