Temporary Family Experience Specialist - EmBe Avera Sioux Falls

Position Title:  Temporary Family Experience Specialist

Status:             Full-Time, Hourly January-April

Department:    Administration

Reports To:      Customer Experience Coordinator

Date:                10/28/2024

Summary: The individual has a pleasant demeanor and professional appearance. In this role, the Family Experience (CX) Specialist will be the first person that staff, clients, families, and visitors see as they enter our facilities, so it is essential to create a welcoming first impression in a friendly, clean atmosphere. The individual in this position is primarily responsible for the delivery of excellent customer service to all members, guests, and program participants of EmBe.   

Schedule: This position is a temporary position with the hours of 9-6, Monday through Friday. There is a possibility to remain full-time as an assistant teacher in childcare and as a back up for the front desk.

Essential Functions and Responsibilities:

• Ensure EmBe brand, mission, vision, and values are reflected in all interactions.

• Represent all EmBe programs and services with all members, guests and program participants. Exhibit in-depth knowledge of programs and activities to anticipate and answer members’, guest, and participant questions. Have fundamental knowledge of programs and registration/ scheduling/ dates/ pricing questions; Refer additional questions to the appropriate program lead for follow-up.
• Monitor and warmly greet all persons entering/leaving the building. 
• Develop relationships and learn names of childcare children, aquatics members, and EmBe staff to be able to address on a more personal level. 
• Responsible for coordinating information, communications, and administrative procedures for the EmBe front desk.  Answer and route incoming telephone calls in a friendly, professional manner.
• Serve as a backup staff in the childcare classrooms and assist with children on a daily basis. Including but not limited to, transitioning children from one space to another, bathroom breaks, and supporting family/center events and programs.
• Assist children to and from bus on a daily basis.
• Serve as a point of contact for childcare staff in the absence of Childcare Manager and Assistant Manager.
• Set up new childcare employees with online training and help facilitate new hire orientation process.
• Ensure childcare operations have come to a close before leaving at end of shift. 
• Provide administrative support to the senior leadership team and program directors. Assist with program registration, receive payment and complete special projects as needed.
• Handle daily cash receipt procedures, record keeping, data base maintenance, and general front-of-house communications.
• Receive, sort, and distribute daily mail/deliveries. Route deliveries as necessary to keep the lobby free of clutter that distracts from first impression.
• Set up new employees and childcare parents in ProCare. 
• Maintain accurate child files. Obtain, collect, and organize registrations and immunization record information from each registered participant. Keep all files current and accurate. Follow up on missing documentation.
• Enter registration information into childcare software database.
• 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 packet, 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 person.
• Complete fingerprinting of applicants and provide to Human Resources.
• Assist as a backup to tours of Aquatics and Childcare departments.
• Complete aquatics towel laundering within shift.
• Perform other duties and responsibilities as assigned.

 Qualifications:

• Unequivocally high customer service with an emphasis on hospitality.
• 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. 
• High school diploma or GED; bachelor’s degree preferred
• Previous customer service experience preferred. Person must be assertive, friendly and demonstrate energetic personality. 
• Self-motivated team player, with ability to effectively multi-task with frequent interruptions. 
• 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 handle multiple tasks with proficiency with Microsoft Office including Microsoft Word, Microsoft Excel, and Outlook
• Ability to handle multiple projects simultaneously. Thorough follow through and proactive communication to key stakeholders.
• Desire to work in the non-profit arena. 
• Support all company policies, decisions, direction, and purpose.
• A background check is a condition of employment.