Are you excellent at resolving customer issues and supervising guest services and a front desk team? Explore our YMCA and Disney partnership
In a unique partnership with the Walt Disney World® Resort, the YMCA of Central Florida operates two state-of-the-art licensed child care learning facilities with programming open 365 days a year. Through the efforts of dedicated staff, and achievement of successful program quality, the YMCA Learning Centers are also APPLE accredited!
We have an exciting opportunity for a Family Relations Supervisor at our Sherberth facility in Kissimmee, Florida. This individual must have superior communication and interpersonal skills, welcoming families as they arrive, overseeing coordinating of their enrollment process from inquiry to first day, informing them about the center offers, and overseeing the Family Relations Department.
S/he will ensure Front-Desk Staff, including Family Service Representatives, offer stellar customer service and provide memorable experiences for our families at all times. The incumbent must have previous non-profit and customer relations experience and a familiarity with child care facility operations. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner.
Ultimately, the incumbent will supervise guest services and our center’s image by answering and resolving parent requests and making sure our families are satisfied! Explore a career with the Y, you will be empowered to make a real impact in the lives of others!
COMPANY BENEFITS
Along with a highly competitive pay structure, the YMCA of Central Florida provides exceptional benefits which include the following:
- EXCLUSIVE for eligible YMCA at Walt Disney World employees: Main Entrance self-admittance pass that gives access to employee to any Walt Disney World® Resort Orlando Theme Park
- Affordable and quality healthcare (medical, dental, vision options).
- Long Term Disability and Life Insurance provided at no cost to the employee.
- 12% Employer funded retirement plan.
- YMCA membership for employee and household.
- Generous paid time off package.
- A challenging and fun work environment with creative, talented and diverse individuals!
The YMCA of Central Florida is a Drug Free Workplace and is committed to the policy of Equal Opportunity prohibiting discrimination in employment because of race, color, religion, gender, national origin, sexual orientation, political affiliation, age, genetic information, disability or veteran status.
- Ensuring long-term success and providing flawless, upscale, professional, and high-class customer service experiences
- Educate families and promote center offerings, conveniences, and programs
- Establish and maintain relationships with regular families
- Promptly and professionally investigate and address family requests or concerns. Anticipate unstated ones.
- Analyzing family feedback and providing strategic direction to continuously improve overall satisfaction
- Identify and implement strategies to improve quality of service and profitability. Track and analyze inquiries, new enrollments, and withdrawals.
- Drive operational improvements by actively seeking out ways to simplify enrollment and front desk processes
- Lead the recruitment and retention of families by attending fairs, community events, and Partner events. Educate families about The Learning Center and the programs that are available.
- Receive, interpret, and analyze reports from the Family Service Specialist. Notate areas of weakness and/or opportunity and identify ways to improve The Learning Center customer service and representation.
- Supervise the customer service team. Ensure policies, procedures, and standards are being followed. Improve upon these areas, as needed.
- Reports to a manager level or above.
- Considered as entry level management but requires basic training in supervision.
- Supervises and coordinates activities of other employees.
- May spend equal or majority of time actually performing the work of subordinates or front line employees.
- Is responsible for generating revenue and or monitoring expenses according to department budget.
- Provides input on performance evaluations and submits recommendations to department manager for review and final approval.
- Observes and participates in the hiring and selection of staff under close supervision of the department manager.
- Initiates counseling and disciplinary actions under the close supervision of the department manager.
- Prepares and coordinates employee work schedules.
- Trains and orients new employees.
- Participates in a Quality Team or Fundraising initiative.
- Verifies work hours of employees and submits timesheets to department manager for approval.
- Provides input into the development of procedures and systems for the department.
EDUCATION, TRAINING AND EXPERIENCE
- Bachelor’s degree in business administration, finance, hospitality, or computer science and/or, a minimum of 3 - 5 years’ experience in a customer service, sales, or related role.
- Understanding of all child care offerings and highlight best practices
- Hands-on experience with EZCare Software
- Previous supervisory / leadership experience
- Proficiency in English; knowledge of other languages is a plus
- Customer service driven with outstanding communication and active listening skills
- Professional and courteous demeanor
- Ability to meet deadlines, multi-task and prioritize multiple projects in a fast-paced environment
- Detail-oriented and highly skilled at collaborative management, team building, and developing strong organizational relationships
- Availability to work a flexible work schedule that meets business needs which may include: Mornings, Afternoons, Nights, Weekends and some Holidays.