Box Office and Registration Associate – Full Time

JOB TITLE: Box Office & Registration Associate - Full Time

Department: Registration

Reports to: Director of Registration

FLSA Status: Non-Exempt

Date: August 2022

A Box Office and Registration Associate is a "frontline" customer service position that plays a key role both within the JCC's Registration Department and within the larger institutional picture. The primary goal of the position is to assist and respond to JCC member and constituent needs by providing program and class information, ensuring a warm, welcoming and positive customer service experience, and enrolling people into the vast array of JCC programs, classes and events.

Schedule - The position requiresin-person availability/flexibility (9am to 5pm) Mondays through Fridays or Sundays through Thursdays. This job is located onsite at the JCC's building on the Upper West Side.

Duties and Responsibilities:

• Registration Associate works primarily in Lobby Box Office and/or Phone Bank, but may be dispatched to another area in support of registration functions or interdepartmental communication efforts.
• Welcome visitors and members to the JCC and identify their interest in general information, membership or class/event registration.
• Educating prospectiveconstituents about JCC classes, membership and benefits - and the total JCC value proposition.
• Works with the Membership staff to ensure that prospects are routed to membership for tours, membership pricing and more specific membership info.
• Answers phone calls, emails, and in-person inquiries about JCC Membership, courses and programs.
• Provide Web Support for online registrations and website navigation
• Help prospective and current members find programs that match their interests and schedules - referred to as being a "JCC concierge" or ""
• Listen to positive and negative feedback from members and helping them to feel they have a voice within our community by circulating and responding to feedback. Direct constituents to make additional comments in our Suggestion Box.
• Support JCC special events (including movies, lectures, shows, readings, etc.) from a Box Office perspective by managing wait lists, comp lists, walk-in traffic and providing general line/crowd management from the Box Office
• Facilitate communication between members/guests and program directors who oversee certain program areas and help address special class placement or registration situations
• Processes registration paperwork from other departments, troubleshoots and problem-solves special registration situations, and processes refunds and course changes for people who are not satisfied with their class choices in accordance with JCC standards and policies.
• Support visual organization of Box Office area - including marketing collateral.
• Ad hoc support of Membership department functions & Reception back-up.
• Clerical duties including processing registrations, office support and filing.
• Ad hoc projects in support of JCC membership sales and customer service.

Work Environment:

Most of the work of a Registration Associate is determined by the flow of public traffic. High traffic will often dictate what the associate does, in terms of processing registrations and communicating to constituents in-person, by phone, and by email. This is when the "team work ethic" is vital in order for the department to work efficiently. When the traffic is slow, the associates work independently and process registrations, organize Box Office collateral, and perform follow-up phone calls and/or emails.

Skills and Abilities Required:

• Extroverted, friendly, open disposition oriented to customer service
• Strong written and verbal communication skills
• Patient, calm, tolerant, good-humored demeanor very important!
• Agile, flexible, responsible, detail oriented
• Ability to multi-task.
• Thorough understanding of standards of excellence, of JCC programs and mission, of Upper West Side neighborhood, and of affiliated organizations
• Ability to relate to and work with others in the Membership & Registration departments and cross-departmentally.
• Comfort and willingness to be available and accessible to aid customers and internal JCC staff when needed, answer questions, help with difficult customers or situations.
• Attention to follow-through.
• Commitment to continual process improvement and quality control.
• Excellent trouble-shooting skills.

Computer Equipment and Software Requirements:

• Must be computer literate and able to master JCC systems
• Customer database experienced preferred.
• Registration/enrollment software experience a plus.

Education and Experience Required:

• Prior customer service experience preferred (1 year)
• Prior telemarketing and phone experience preferred.
• Prior experience in a community center, health club or "event" environment preferred.
• High school or equivalent
• Cover letter is required

Salary: $40,000

Disclaimer: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

To apply please send cover letter, resume and salary requirements to

[email protected]

Diversity is a core value of The Marlene Meyerson JCC of Manhattan. We believe the power of diversity enriches all of us by exposing us to a range of ways to understand and engage with the world, identify challenges, and to discover, design and deliver solutions.