On the Front Line: Meet Colton Tracy

If you've stopped by Marlene Meyerson JCC Manhattan's Box Office to ask a question or register for a program, chances are you've met Director of Registration Colton Tracy and his team of registration associates—the smiling, patient souls who share the impossible task of knowing a little bit about everything that goes on at the JCC—and the Upper West Side in general, for that matter. Managing registration for approximately 1,200 programs in any given season can be a challenge, but with a decade at the JCC under his belt, Tracy has got it down.

A native Montanan, Tracy, now 35, moved to New York in 2006 after graduating from the University of Vermont. He learned about Marlene Meyerson JCC Manhattan and joined the staff as a membership and registration associate, thinking he would stay a year. But the JCC apparently had other plans for him. The more time he spent here, the more entrenched in operations he became. Three years ago, after being recognized for his penchant for problem-solving and trademark ability to keep cool under pressure, Tracy was promoted to director of registration.

To illustrate the complexity of managing both the adult and children's program registration needs for an entire community, consider that the box office staff shepherded 38,368 transactions last year either over the phone or in person, almost 60 percent of the total registration load. (The remaining registrations were online.) That load is shared by Tracy's staff of five, who collectively cover 168 hours of open box office time for up to 12 hours a day six days a week.

Because of the sheer number of phone calls received—approximately 150 come in to registration between 9 am and 5 pm on an average day—the biggest challenge for Tracy and his team is providing outstanding customer service without backing up "the queue." The introduction of an improved member management system last year helped satisfy some customer service needs, although technology change always requires adjustment. "It was interesting to be part of something where we're all discovering something new as a team," Tracy says.

Much of what drew Tracy to New York City is also what keeps him at Marlene Meyerson JCC Manhattan. "I love the energy and the constant stimulation of the city," he says. "Even if you end up going to the same places or doing the same things every day, it's always a new experience. The JCC is like that for me. Even though I've been here a long time, every day is truly a new experience with new challenges."

Tracy's favorite thing about the JCC is something it also has in common with the city as a whole. "I like that we have such diversity among our members and constituency. I find they are intelligent, engaging, creative, and inspired." For Tracy, a Brooklyn resident who spends his time away from the JCC playing guitar in two bands, the ultimate compliment is the one he recently heard from a new customer: "All of my friends say the JCC has the nicest operators." We're a little biased, but we'd be inclined to agree.

Sherri Lerner is the former editorial director at the Marlene Meyerson JCC Manhattan. She has written and edited for numerous publications and is currently on the staff of the Wechsler Center.