Member Services Coordinator

Assist and collaborate in the delivery of Recreation Center Memberships Customer Service and Student Training and Development.

Campus Recreation offers an energetic and supportive work environment where team members are empowered to lead grow and make an impact. The department maintains a strong focus on collaboration student development and exceptional service investing in the personal and professional success of its staffmaking it a place where people not only work but thrive.

Fully competent and productive professional contributor who applies acquired job skills policies and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity. Works independently with general supervision; exercises judgment within defined guidelines and practices to determine appropriate action. May provide guidance and assistance to entry level professionals and/or support employees.

Staff Supervision

• Directly responsible for the hiring scheduling training performance evaluations and day-to-day supervision of approximately 15 Member Services Attendants 15 Event Attendants and 2 Program Managers.

Staff Development

• Develop coordinate and lead student development opportunities that focus on the growth and development of student career readiness competencies.
• Train coach and evaluate direct reports on methods to improve the customer experience and identify opportunities to improve the delivery of our customer service.
• Develop and coordinate staff appreciation initiatives in order to retain student employees and build team morale.

Fiscal Management

• Budget track and reconcile all expenses and revenue related to the Member Services program on a monthly basis.
• Monitor and maintain Google Drive accounts for the Member Services program.
• Assist in the annual budgeting process for Campus Recreation. This includes developing forecasting and reporting on revenues and expenses related to your administrative area.
• Assist Campus Rec personnel in the management preparation and reconciliation of daily transactions and deposits and send them to Departmental Deposits.

Risk Management

• Responsible for maintaining a safe environment for individuals who participate in Campus Recreation facilities programs and services as well as staff members who deliver these student-centered experiences.
• Review and analyze accident and incident reports for concerning patterns determine and implement solutions that impact multiple work teams within the department to remedy and/or prevent reoccurrence.
• Provide ongoing risk management training for the Member Services and Event Attendant staff in order to minimize risk reduce loss and ensure continuity in departmental business practices across all areas.
• Conduct Member Services Desk space inspections risk management audits and monitor equipment inventory to minimize loss.

Member Services

• Coordinate and manage the retail operations of the Welcome Desk to include but not limited to all retail activities point-of sale transactions inventory management inventory reconciliation and the general organization and appearance of the Welcome Desk area.
• Directly responsible for the sales management and general oversight of locker room and towel service offerings.
• Directly oversee the daily management and operations of the departments equipment checkout software lockers RecRe and Towel Tracker.
• Directly oversee the daily management and operations of the departments equipment checkout software lockers RecRe and Towel Tracker.
• Monitor and manage the Campus Recreation central email account to ensure emails are answered in a timely manner.
• Collaborate and coordinate outreach sessions with on-campus partners such as Housing and Residence Life Student Involvement Admissions Fraternities and Sororities ASBSU New Student Programs Intensive English Program etc. to inform and educate students about Campus Recreation facilities programs and services.

Scheduling & Event Services

• Serve as the primary Campus Recreation contact for all incoming facility reservation requests for the Student Recreation Center Aquatics Complex Climbing Gym Turf Field and Intramural Grass Field.
• Review incoming scheduling requests review for possible scheduling conflicts and schedule facility spaces according to University policies and guidelines.
• Coordinate the equipment needs in the above-mentioned facilities including the setup teardown and renting of equipment (i.e. volleyball equipment flag football equipment tables / chairs audio/visual etc.).
• Assist in the coordination operations and scheduling for the Kinesiology Summer Camp that is hosted in Campus Recreation managed facilities.

Administration

• Directly responsible for the onboarding of all Campus Recreation student employees including the management and completion of new student hires in Campus Solutions collection and verification of required new hire paperwork and forms; management and distribution of employee uniforms name tags and mailboxes; door access to the Rec Center; and access to Rec Center software programs such as Fusion Connect2Concepts etc.
• Provide administrative support of the day-to-day office operations including the purchasing of office supplies and equipment monitoring and ensuring adequate inventory levels of supplies as well as updating configuring and maintaining office equipment.
• Directly responsible for procurement and ongoing inventory management of department student staff uniforms.

Department Leadership and Support

• In conjunction with the Campus Recreation professional staff; participate lead and/or coordinate departmental initiatives including Fall Orientation RecFest etc.
• Provide departmental and divisional support by participating in various hiring committees and Student Affairs events and initiatives. Attend professional conferences workshops and/or seminars to continue professional growth and development.
• Serve on Campus Recreation committees including the Communication Committee.

• The Member Services Coordinator must have demonstrated skills in delivering excellent customer experience and possess knowledge of personnel management practices.
• The Member Services Coordinator must be knowledgeable and experienced in risk management and safety practices as well as the methods utilized to train student staff members on industry best practices.
• The Member Services Coordinator must be knowledgeable and experienced in coaching practices for employees and able to deliver feedback and appropriate coaching to student staff in all areas.
• The Member Services Coordinator must have demonstrated experience in the development and facilitation of recruitment hiring and on-boarding processes.
• The Member Services Coordinator must possess strong organizational and time management skills. Attention to detail and problem-solving skills are essential for success for all staffing areas.
• Demonstrated strong conflict management skills and the ability to adjudicate conflict.

Bachelors Degree and 2 years of professional experience or equivalent relevant experience.

The preferred candidate will have:

• Masters Degree in Recreation Sport Management Athletic Administration Business Administration Kinesiology or related field
• Direct personnel management experience of student employee teams: recruiting hiring training scheduling evaluating and disciplining
• Budget development and budget management experience
• Two years work experience managing operations of a recreation facility or customer service desk at a higher education institution
• Two years work experience managing operations of an event center at a higher education institution
• Experience in oral and written communication such as teaching:
• Developing/delivering presentation content/materials; writing reports proposals professional correspondence manuals etc.
• Experience working with a recreation-based membership management software application platform (Innosoft Fusion preferred)
• Experience with facility management software (Connect 2 Concepts preferred)
• Engagement in NIRSA AORE or other recreation professional associations
• Experience programming or service delivery for varied stakeholder groups