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Member Care Supervisor Internal Only Redwood City, CA - Center Campus

Future Opening: Member Care Supervisor Internal Only

Regular Part Time (20-39 hrs/52 wks yr) • Redwood City, CA - Center Campus
Primary Objective
Under the direct supervision of the Member Care Director, the Member Care Supervisor leads the Member Care staff at the Front Desk at the Peninsula Community Center, a ministry of Peninsula Covenant Church (PCC). This role is primarily focused on knowing and valuing Member Care direct reports and helping them grow and become the best version of themselves while working at the Center. They are responsible for leading the team so that we provide a positive member experience and superior level of customer service so that members, co-workers, and guests feel valued. As a PCC team member, the Supervisor commits to live out and uphold PCC’s mission, vision, and values. The Supervisor ensures that the Member Care staff meets and exceeds the Member Care program standards, goals and customer satisfaction objectives.

Qualifications and Requirements
  • Lead: courage and proven ability to lead and influence members, co-workers, and guests
  • Concierge: Exceptional customer service skills; able to interact in a positive and professional way with direct reports, members, and co-workers, exceeding member expectations; upbeat and positive attitude 
  • Compassionate and Courageously Kind: Good listener with the ability to empathize and problem solve; treat everyone with respect and kindness in all interactions; demonstrate being courageously kind in all communications (seek understanding, speak truth with respect, sustain boundaries, steer toward a win/win outcome, set free to choose)
  • Collaborator: Personable, friendly, and collaborative team player with high personal ownership over tasks
  • Office Skills: Organized and has the ability to handle multiple tasks; basic computer skills and ability to learn and use internal computer system; fluent in Google Chrome spreadsheets, docs, and calendaring
  • Must be at least 17 years old with a valid work permit or Live Scan certification (after 18+)
  • Certifications: Must be CPR/AED and 1st Aid Certified (or willing to get certified within 3 months of starting position) and willing to perform CPR and other 1st Aid as needed; mandated reporter certified

Duties and Responsibilities
  • Lead: team meetings as needed; assist Director in creating clear systems, processes, and procedures; lead by example implementing Member Care systems, processes, and procedures; certify team using “see one, do one, teach one” process, provide ongoing feedback, evaluations, and mentoring for growth in the B’s (being, becoming, and belonging), E’s (engaging, equipping, and encouraging), and C’s (Caring, Connecting, Community); assist in ensuring a safe, productive, and enriching work environment; develop, delegate, and supervise (30%)
  • Equip the team to respond to member questions and concerns in a timely and professional manner and escalate to their Supervisor as needed; continue this process as appropriate and escalate to the Director as needed (20%)
  • Concierge: locate work activity to maximize meaningful connections with Member Care staff and members; ensure team tidies up all rooms on an hourly basis, helping to maintain a clean and organized Center facility; ensure everyone receives care and attention from arrival to departure; ensure that team is enforcing Center processes and procedures; ensure that team is communicating to Facilities team for needed repairs and supply needs to ensure facilities are always member-ready (20%)
  • Handle all front desk activities including but not limited to: answer phones in a friendly and courteous manner; check in members and guests into system, give prospective members tours; process sales transactions; facilitate needed updates to members’ accounts; create and maintain current knowledge based videos and process in the shared drive and intranet (20%)
  • Help maintain a safe, clean, and organized Center facility; create project scopes (who, why, what, when, how it will help towards Center-Wide goals) and contribute towards making us better; ensure facilities are always member-ready (5%)
  • Actively participate in organization-wide activities as required (i.e. team meetings, PCC events, etc.) (5%)  
Program Development and Implementation

For You - Being, Belonging, Becoming:
  • Strive to be known and valued by name and to be courageously kind.
  • Commit to living out the 3R’s (Reputation, Relationships, Remember),  so that they can become the best version of who God created them to be and help reach the Center’s mission 
  • Attend and actively participate in Bonfires, Campfires, and Firesides.  

For Our Team - Engage, Equip, Empower
  • Strive to know and value team members by name and to be courageously kind.
  • Commit to becoming an “expert” of Center programs by taking personal ownership for continual professional growth, learning and meeting required certifications and training.
  • Develop leaders who develop leaders who develop leaders who are humble, hungry, and hustle 
  • Lead, attend and actively participate in the program Bonfires, and Campfires, and Firesides. 
  • Fulfill other duties as assigned by the Center Director.
For Our Stakeholders: Care, Connection, Community
  • Strive to know and value stakeholders by name and to be courageously kind.
  • Establish, maintain, and strengthen collaborative working relationships with other PCC ministries, partners, and suppliers
  • Follow all Center policies and procedures.
  • Lead, attend and actively participate in the program Bonfires, and Campfires, and Firesides.
Physical Demands*
  • Continual standing and walking during 3.5-5 hour shift - will work indoors and outdoors, constantly moving to maximize connections with members
  • Must be able to occasionally lift up to 50 pounds
  • Assist in maintaining neatness and cleanliness of our facility, to include re-stacking weights, bending, stooping, pushing, and pulling
  • Assist with putting on and taking off pool cover and lane lines, to include pushing, pulling, cranking a handle, bending, and stooping
  • Willing and able to physically assist people with getting out of the pool, off of equipment, and be willing and able to perform CPR/AED and 1st Aid
Salary & Benefits
  • $19.75 - 21.49 per hour depending on experience (DOE), responsibilities, # of hours worked, and performance evaluation
  • Leadership training - learn best practices for running a small business and managing employees
  • Complimentary Peninsula Community Center individual membership
Hours
Part-time positions: 8-29 hours per week (2 shift minimum) Sunday-Saturday, hours may vary
Compensation: $19.75 - $21.49 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.





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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.