Position Title: Customer Experience Specialist – South
Status: Full-Time, Hourly
Department: Administration/Front Desk
Reports to: South Childcare Manager
Date: 7/6/2023
Summary: The Customer Experience Specialist will be the first person seen by staff, clients, and visitors as they enter our facility, so it is essential to create a welcoming first impression and a friendly, professional atmosphere. The individual in this position is primarily responsible for delivery of excellent customer service to all members, guests, and program participants of EmBe.
What We’ll Love About You:
- Ensure EmBe brand, mission, vision, and values are reflected in all interactions.
- Monitor and warmly greet all persons entering/leaving the building.
- Maintain exemplary customer experience.
- Answer and route incoming telephone calls in a friendly, professional manner.
- Coordinate information, communication, supplies, and administrative procedures for the EmBe front desk.
- Assist with center supply purchasing and tracking of staff trainings.
- Handle daily cash receipt procedures, record keeping, childcare database maintenance, and general front-of-house communications.
- Receive, sort, and distribute daily mail/deliveries.
- Set up new employees and childcare parents in the childcare database. Train new staff on use of the childcare system.
- Manage Outlook calendar for group spaces such as conference rooms and gym.
- Assist employees with projects such as copying, scanning, faxing, collating, and laminating.
- Prepare packets for new hires, family tour packets, and childcare room welcome packets, as needed.
- Create and maintain all front desk forms and supplies.
- Receive customer/client comments and direct them to the appropriate staff member.
- File paperwork in childcare files; follow up on missing documentation. Record time in/out sheets in the childcare database.
- Serve as a backup to childcare for ratio; assist with children occasionally.
- Keep front lobby organized and tidy. Route deliveries as necessary and keep area free of clutter that distracts from a positive first impression.
- Perform other duties and responsibilities as assigned.
What It Takes:
- Unequivocally high customer service with an emphasis on hospitality.
- High school diploma or GED; bachelor’s degree preferred.
- Must have a willingness and desire to work with children and adults of all ages and backgrounds and have a commitment to the values of the EmBe mission statement.
- Previous customer service experience preferred. Person must be assertive, friendly and demonstrate energetic personality.
- Model excellent oral and written communications, teamwork skills, and the EmBe mission through cross-departmental work.
- Professional attitude and appearance. Privacy and confidentiality are of utmost importance in dealing with all information incoming and outgoing.
- Ability to work proficiently with Microsoft Office including Microsoft Word, Excel, Access, and Outlook
- Ability to handle multiple projects simultaneously. Thorough follow through and proactive communication to key stakeholders.
- A background check is a condition of employment.