The University of Denver has a proud athletic tradition that compliments the schools academic endeavors. In its history, DU has won 31 national championships and enables student-athletes to compete on 18 Division 1 teams. The Pioneers pursue championships, excel academically, and represent both the University and their respective conferences to the best of their abilities.
This position will be responsible for the daily management, promotion and operation of Ritchie Center Member Services for the University community and Ritchie Center members and participants; including oversight of the following responsibilities including, without limitation; membership recruitment, sales and retention ($250,000+), member engagement strategies, members services desks planning and coordination, relationship building, human resources, event planning and coordination, customer service management, customer outreach activities, transaction management, and related programs and operations. This position delivers an exceptional customer experience to all visitors of the Ritchie Center through managing the front line interactions that customers will have. These include parking, facility entry and access, transaction experience, facility quality, communication, safety, and servicing each customer's needs.
Develop & Implement Checklists, Standard Operating Procedures and Guidelines for Member Service Desks.
Monitor Member Satisfaction.
Handle Inquiries, Concerns and Complaints.
Promote Workplace Performance.
Manage Member Services Staffing Requirements.
Manage Member Services Staff.
Conduct Performance Reviews.
Ensure that team members have clear goals, objectives, and responsibilities.
Demonstrate communication skills listening, speaking, and writing.
Effectively communicate with the team.
Support Organizational Change.
Encourage inter-departmental collaboration.
Manage with ethics and integrity.
Knowledge, Skills, and Abilities
Product & Service Knowledge: Ability to learn and understand all of the membership, program, event and service offerings within the Daniel L. Ritchie Center for Sports & Wellness and the skill to communicate this information to members and guests.
Prospecting: Ability to network, earn referrals, develop rapport that creates a leads pipeline that enables the employee to meet sales goals.
Objection Handling: Ability to clearly handle the most common objections provided by prospective members and help clarify concerns to lead to an improved closing rate.
Relationship Management: Demonstrate appreciation and courtesy to members and guests to build the relationship.
Language Skills: Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills: Ability to calculate figures and amounts such as discounts, percentages, and participation statistics. Also, familiarity with financial concepts such as budget development/forecasting, depreciation, contribution margin, etc.
Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization may exist. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
Other Skills and Abilities: Ability to work with the public with tact and judgment. Excellent organizational skills required.
Physical Demands: While performing the duties of this job, the employee is regularly required to be able to operate work-related equipment; and effectively communicate verbally with customers and employees of the university. The employee must be able to frequently move about the office with capability of transporting files or objects up to 50 pounds.
Work Environment: The employee works in a standard office and at athletic events. Unexpected interruptions occur frequently, and the stress level is moderate. Evening and Weekend hours are expected.
3 years of operations, member services or related experience.
CPR; First Aid; AED; Blood Borne Pathogen; Concussion Training.
Accounting basics, Customer Service Management, CRM/Sales Management.
5 years of operations, member services or related experience.
Blood Borne Pathogen Instructor.
Membership Sales, Systems Knowledge in RecTrac, Member Services Management Experience.
Work Schedule Monday - Friday, 8:00 a.m. - 4:30 p.m. Position will be required to work a varied schedule that will include evenings, nights, and weekends.
Application Deadline For best consideration, please submit your application materials by 4:00 p.m. (MST) on Wednesday, June 30, 2021.
Special Instructions Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.
Salary Grade Number The salary grade for the position is 7.
Salary Range The salary range for this position is $45,000 - $53,000.
The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.
Benefits The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.
Please include the following documents with your application: 1. Resume 2. Cover Letter
The University of Denver is committed to enhancing the diversity of its faculty and staff. We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, military/ veteran status or any other status protected by law.
All offers of employment are based upon satisfactory completion of a criminal history background check.
Internal Number: 493928
About University of Denver
DU is the oldest independent university in the Rocky Mountain region, with approximately 11,700 students in undergraduate and graduate programs. The Daniels College of Business is the one of the largest colleges within the University, with 1,800 undergraduate and 1,000 graduate students. We offer a variety of majors and minors, including two bachelors degrees, four MBA degree programs and seven specialized masters degrees. Founded in 1908 and continuously accredited by AACSB International since 1923, we transform lives, organizations and communities through educational experiences, outreach and knowledge creation. We are committed to the principles of multiculturalism, diversity, and inclusive excellence through involvement and participation in university and college wide projects and initiatives. Daniels is proud to be among the top business schools nationally and internationally to receive recognition for its graduate and undergraduate programs from U.S. News & World Report, Bloomberg BusinessWeek and Princeton Review.