The Membership Coordinator reports to and assists the Membership Outreach Director for University Recreation and Wellness (URW) and works closely with URW program staff. This position oversees all operations in the Member Service Office including direct supervision of an inclusive team of student Member Service Representatives, hiring, training, ensuring quality customer service in all POS locations, Innosoft Fusion software management, and preparation of deposits and daily reconciliations of memberships. This position assists the Associate Director for Facilities and Membership in managing Innosoft Fusion software and in generating reports and works directly with the Finance Professional 2 for Receivables in reporting of departmental income.
Membership Management/Customer Service– 40%
Function as the RecWell Ambassador within Member Services to a diverse campus community.
Address special case eligibility on an individual basis, with direct contact to the Director of Membership Outreach.
Facilitate the training and review of URW policies and eligibility requirements for university and community members. This requires extensive knowledge of all URW policies, eligibility requirements, programs, non-credit Innosoft Fusion offerings and special events.
Ability to manage all membership privileges and policies including eligibility, lockers, visitor passes, and special circumstances.
Provide leadership in decision making and resolve membership issues for front-line staff in problem solving and resolution of membership issues.
Provide good frontline communication to members and student staff.
Assists the Director of Membership Outreach with information fairs, farmers markets, presentations as needed.
Independently find solutions to problems and work with problems presented to student staff members.
Regular visits to St. Paul Gym to support staff with Membership issues.
Actively participate in Membership Team & Facility Team meetings.
Act as support for Sr. Administrative Assistant in St. Paul as needed with insurance reimbursement, Fit Choices, and Silver Sneakers, etc.
Staff Management – 30%
Responsible for interviewing, hiring, training, scheduling and evaluation of all student Member Service representatives at the URWC.
Supervisory responsibility for approximately 40 student Member Service Representatives at theUniversity Recreation and Wellness Center (URWC).
Responsible for updating Member Service staff on current URW policy and eligibility requirements.
Responsible for demonstrating and training staff on good customer service.
Department Trainer for full time supervisors and lead student staff on Innosoft Fusion system for all POS and Ecommerce operations.
Serve on the Student Development Committee as a Customer Service Representative.
Financial – 20%
Address refunds and perform charge credits. Refer customers to the proper personnel when more specific information is required.
Operate Point of Sale system, cash register and on-line credit card equipment.
Prepare daily deposits, total all cash, check, and charge slips on hand and reconcile the cash drawer.
Perform transactions resulting from participant registration and payment for URW program offerings, such as memberships, locker rentals and renewals, program sales and facility rentals.
Maintain all membership accounts and reconcile all items sold on a daily basis.
Provide Fusion Sales Reports and Membership Summary Reports as requested
Follow policies and procedures related to money management, securing money and ordering change.
Administrative – 15%
Maintain a clean and professional atmosphere in the Member Service areas.
Oversee all URW card production, including card printer cleaning, supplies and maintenance.
Provide support for special events, deposits, point of sale questions, and general questions.
Maintain and update Innosoft Fusion software systems regarding program registration and Point of Sale, including member pass plans, tax rates, general ledger accounts, items and prices, terminals and touch screens, and courses.
Responsible for the legible digital signatures and the filing of all required electronic forms for reference.
Review reports regarding sales for accuracy and matching Fusion and waivers signed in Mpls. before they are sent to payroll.
Responsible for ensuring that office supplies are always on hand to supply the URWC and Dome specific to point of sale operations.
Perform various duties as assigned by the Director of Membership Outreach.
Provide staff coverage during evenings, weekends, and special events as determined by department & function need.
BA/BS with at least 2 years of experience or a combination of related education and work experience to equal six years.
Previous experience in customer service and point of sales operations.
Proven strong customer service skills and experience
Demonstrated ability to work with a team of colleagues who represent a diversity of work and conflict resolution styles
Good communication skills
Proficient in English language both written and oral
Ability to problem solve and handle difficult situations
Point of Sale oversight experience
The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.
Internal Number: 330105
About University of Minnesota
The University of Minnesota-Twin Cities is a classic Big Ten campus located in the heart of the Minneapolis-St.Paul metropolitan area. The University of Minnesota is one of the most comprehensive public universities in the United States and ranks among the most prestigious. It is both the state land-grant university, with a strong tradition of education and public service, and the state's primary research university, with faculty of national and international reputation.