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Customer Service/Database Manager

Job Description
Organization: 
National Sports Center for the Disabled
Organization Type: 
501(c)(3)
Job Location: 
Central Mountains, Denver Metro
Type of Job: 
Full-time
Job Category: 
Administrative
Job Description: 

The Customer Service/Database Supervisor is responsible for the accuracy and maintenance of the client data and reservation management (CDRM) system. This position manages all CDRM systems, processes and trainings, as well as all annual evaluations and statistical analysis related to the CDRM system. This position supervises the customer service staff, administrative volunteers and office manager

Areas of Responsibility

Job Duties

The job duties of this position are performed personally, in cooperation with your supervisor, and/or in coordination with other staff. Additional work functions and duties may be assigned.

 

  • Liaison between the CDRM vendor and organization.
  • Responsible for creating, maintaining, and generating CDRM reports (demographic, product, reservation, etc.) and analyzing client data proactively to determine potential target markets, shifts in participant reservations, monitoring capacity and low reservation monitoring, changes in demographics, etc.
  • Manage database accuracy regarding client statistics for program mailings to groups and individuals.
  • Respond to needs of leadership team members requesting client, program, reservations, etc. information.
  • Train staff across teams on CDRM system for participant and group information, how to access CDRM data, scheduling information, progress reports, etc.
  • Ensure consistent and accurate creation of forms and products, including product names and coding from creation through reporting.
  • Maintain active employees and volunteers in the CDRM system.
  • Work with Marketing to post CDRM products on website.
  • Manage year-round reservation preparation based on seasonal product offering and weekly group/custom reservation framework.
  • Supervise and schedule customer service staff and administrative volunteers including hiring, assignments, work performance feedback and performance evaluations.
  • Collaborate with Marketing and Program teams to develop and implement program outreach and sales strategies.
  • Responsible for annual participant survey implementation and report; and other ongoing pre/post evaluations, customer satisfaction evaluations, etc.
  • Develop and maintain usage and training materials for CDRM and processes; ensure all users are properly using the system and following processes/procedures.
  • Train and manage customer service staff and administrative volunteers for data entry and queries.
  • Manage creation and maintenance of client information, records, and files; develops and documents improvement processes.
  • Attend organizational meetings and trainings.

Supervision

  • Effectively supervise and manage direct reports and provide, by example and leadership, motivation and direction to employees of the organization.
  • Carry out supervisory responsibilities in accordance with the organization's policies and applicable state and federal employment laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices under direction of the President/CEO; addressing complaints and resolving problems.
  • Conduct annual employee performance reviews in a timely and effective manner. Evaluate performance of employees for compliance with established policies and objectives of the organization and contributions in attaining objectives.
  • Set the tone of the department to ensure morale, teamwork, and that the positive employment culture of the organization is maintained.
  • Regularly schedule leadership/management, department, and staff 1:1 meetings to provide leadership, development, and a forum for communication to ensure coordination and collaboration in meeting organization and individual goals.

Professional Performance

  • Adhere to all Personnel Policies and Procedures for the Agency.
  • Maintain professional standards of performance, demeanor, and appearance at all times; act as a “role model” both at and away from the Agency.
  • Maintain a creative, team-building approach to job performance and seek to bring a constructive, problem- solving orientation to all tasks.
  • Performs all tasks and responsibilities with attention to detail and in a complete and timely manner, complying with agency policies and standards and conforming to the scheduling requirements of the job and program.
  • Maintain an awareness of the agency’s mission and work to promote the positive individual and social change goals it embodies.
  • Exercise discretion and professional judgment at all times, keeping with the responsibilities carried personally and by the agency for the care and welfare of the clients.
  • Act with honesty and integrity in all aspects of Agency business.
  • Actively strive to upgrade professional skills through engaging in appropriate professional training and experience.
  • Actively strive to create and maintain a culturally sensitive, and appropriate environment through communication and interaction that demonstrates respect for diversity.
  • Physical Requirements
  • Dexterity, auditory and visual acuity to operate computers and phones or mobile devices.
  • Auditory and visual acuity to interact with guests, sponsors, donors and clients on a daily basis.
  • Able to work for long periods of time without break during the conduct of presentations and events.
  • Physically able to assist guests, students, or clients and manipulate adaptive equipment.
  • Able to lift 25 lbs. with minimal assistance.
  • Able to work outside year- round in varying conditions.
  • Able to successfully manage multiple, high priority tasks in a fast-paced environment

Other duties may be assigned

Requirements/Qualifications
  • • High School Diploma or GED, Bachelor’s Degree in field related to database management and systems preferred
  • • Two years of database management and data analysis required, with experience specific to reservation systems preferred.
  • • Two or more years supervisory experience with strong mentoring and coaching skills.
  • • Computer proficient in Microsoft Office Suite and able to learn new software as needed.
  • • Excellent written and verbal communication skills including writing and report development
  • • Ability to implement agency vision, mission, values and strategic plan.
  • • Ability to handle multiple tasks and to assess and change priorities based upon agency needs
  • • Strategic thinker who communicates professionally and effectively with diverse staff, volunteers, donors, prospects, and community stakeholders
  • • Ability to maintain consistent exercise of discretion and confidentiality in the performance of duties.
  • • Ability to work with a high degree of autonomy, initiative and exercise personal judgment in a fast-paced environment with a strong sense of humor and integrity
  • • Superior skills to organize, plan, and execute the full scope of required programs
  • • Knowledge of disabilities and of adaptive recreation and equipment is desirable.
  • • Candidates must possess a Colorado driver’s license, meet background check criteria and criteria regarding clearance to drive NSCD vehicles
Compensation/Benefits
Compensation: 

The salary for this position is $45,000 - $50,000. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, and performance.

Benefits: 

NSCD provides a comprehensive benefits plan including employer sponsored medical and dental benefits, employer paid life insurance and disability benefits, paid vacation, paid sick leave, paid holidays, and employees may participate in the 403b retirement plan. Benefit eligibility varies depending on your employment status and the number of hours you are regularly scheduled to work

How To Apply

Send to resume, cover letter, and application to [email protected]. You can find the application at https://nscd.org/

 

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