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Essential Function

The Manager on Duty (MOD) will cover during the absence of director level or higher leadership. The MOD ensures there is one point of contact available in an emergency at the Center. The MOD will ensure 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 issues or obstacles preventing the provision of 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.

Supervision

• Demonstrate exemplary customer interactions and hold staff accountable to maintain high customer service standards, professionalism, and engagement.
• 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 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.
• 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, generating legible and accurate accident and incident reports as required, and forwarding them to appropriate personnel in the time frames prescribed.

Communications & Promotions

• Must be knowledgeable about programs and Kroc activities to effectively support during busy times by processing telephone calls, visitors, and emails.

Operations/Administration

• Take ownership of member/facility issues by notifying the appropriate department, staff, and manager to resolve or directly handle simple issues.
• Have the ability to handle cash, credit card, or check transitions 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.
• Attend all organizational staff meetings.
• Support the Events team in Kroc's rental business as needed.
• Complete a building-wide walk-through after every shift and report any facility issues.
• Perform related duties within the scope of the role as assigned by the supervisor.

Qualifications

• Associate’s degree or equivalent combination of relevant education and work experience, or equivalent work experience.
• Three (3) years of prior experience in security, customer service, or retail
• Proficiency in English required and Spanish preferred
• Sensitivity and awareness of diverse cultural perspectives and the ability to work with diverse populations.
• Must 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 be familiar with Microsoft Office (Teams, Outlook, Word, Excel, PowerPoint) and general working knowledge of web-based, client-interfacing computer and email communications systems.
• Demonstrate 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. Must work well with other employees and customers while maintaining the standards of The Salvation Army.
• Available to work a flexible schedule, including but not limited to nights, weekends, and holidays.
• Must have a valid driver’s license and be approved to drive Salvation Army vehicles.
• Must understand and appreciate the mission of The Salvation Army.

Pay: $20.00 per hour

Expected hours: No more than 29 per week

Benefits:

• Employee discount
• Paid time off