Reports to the HR/Business Manager. This position is responsible for providing exceptional customer service in the execution of daily operations that address the expectations and needs of members and guests. This position is responsible for the development and coordination of promotions and marketing to retain members and create awareness of Recreation & Physical Education offerings. The Coordinator of Member Services is responsible for management of the membership system and sales by providing customer service and attending events and functions for membership recruitment.
Collaborate with HR/Business Manager to determine and implement policies governing member services to maintain the integrity of Recreation & Physical Education, Duke Athletics, and Duke University.
Work to coordinate procedures and initiatives surrounding the recruitment, retention, and recapture of members. Implement initiatives to increase membership.
Responsible for managing the administration of the recreation member services process university-wide.
Conduct prompt follow-up with members and guests from voicemails, emails, and direct inquiries.
Create a member focused culture and model relationship building in all interactions. Foster a climate of inclusion and innovation while resolving problems and ensuring member satisfaction.
Create and build partnerships and secure resources that benefit departmental objectives.
Oversee overall membership operations with the use of Fusion software.
Supervise the Member Services Assistant.
Manage the ongoing relationship with OIT/DukeCard office and the Recreation & Physical Education Facilities staff to consult and resolve member and guest issues.
Actively act as liaison to OIT to manage, validate, troubleshoot, and service needs and requests related to member services. Includes cancellation requests, approval for reimbursements, potential membership terminations and services to direct and roll out annual enrollment.
Service camps, undergraduate and graduate programs, alumni, faculty & staff, Live for Life and other campus affiliates throughout the DUHS system to promote Recreation & Physical Education.
Attend orientations, health and wellness fairs, and a variety of university events to promote Recreation & Physical Education. Supervise and implement the campus outreach membership initiative across campus.
Review and track controllable spending to stay within budget. Participates in budget planning by forecasting membership projections; tracking and monitoring membership numbers; approving expenditures; prioritizing and re-prioritizing activities within general work plan.
Track and evaluate membership offerings and develop alternate and/or additional options as necessary to maximize the membership numbers while maintaining excellent customer service.
Identify data that will be collected and evaluated to support initiatives and make available to appropriate affiliates and departments to report progress as needed.
Policy-making and/or Interpretation
Responsible for the development, implementation, and interpretation of the policies and procedures governing member services. Manages and determines policies related to membership initiatives and the guest pass program.
Program Direction and Development
Coordinate tabling events to celebrate current members and attract new members. Attending new staff orientations and/or provide member and recreation information to Duke HR to be presented at new staff orientations. Assist with the creation of marketing materials for membership recruitment with the assistance of the marketing staff.
Reports to the HR/Business Manager. Day-to-day functions are performed with minimal guidance or supervision in accordance with established policies and directives. Overall guidance is accomplished through supervisory conferences setting broad goals and objectives.
Level of Public Contact
Communicates with university entities to promote special events and initiatives. Responsible for external and internal business contact for all members of the Duke community that are interested in Recreation & Physical Education.
Statement of Responsibility for Confidential Data
Collects and secures confidential information regarding students, staff, faculty, alumni and families. Maintains employee information and files in a confidential manner.
Work requires analytical, communications and organizational skills generally acquired through completion of a bachelor's degree program.
Work requires one year of experience in program administration OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE involving academic, instructional or counseling activities to acquire skills necessary to plan, coordinate and implement a variety of program activities and events.
Bachelor’s degree preferably in recreation administration, sports management, business management or related field from an accredited institution. A minimum of one year of experience in recreation membership, customer service, supervising and utilizing sales systems. Must have CPR, First Aid, and AED certifications or be able to obtain within two months of employment. Must possess a valid driver’s license.
Master's degree preferably in recreation administration, sports management, business management or related field from an accredited institution. At least three years of increasingly responsible experience in a recreation operations, customer service, utilization of recreation membership systems and supervisory experience.
Knowledge, Skills, Ability
Excellent oral and written communication skills. Proficiency in Microsoft Office products. Ability to communicate with diverse populations. Demonstrated understanding and a strong commitment to customer service orientation. Ability to maintain a positive work atmosphere by behaving and communicating in a manner that fosters good relationships. This includes, but is not limited to, such actions as: resolution of conflicts in a professional manner; courteous treatment of staff, faculty, students, alumni, and visitors; respect of others’ property and person; and professional and appropriate communication to and about, co-workers and supervisors. Utilize good judgment; reliability; initiative and resourcefulness. Knowledge of risk management planning. Ability to prepare financial reports, statistical reports, inventory control, budget management, and personnel development. Shares the responsibility of the mission, strategic planning and goals for Campus Recreation & Physical Education.
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
About Duke Recreation and Physical Education
Duke University is a private research university located in Durham, North Carolina, United States.
Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and approximately 30,000 employees.