The University of Denver has a proud athletic tradition that compliments the schools academic endeavors. In its history, DU has won 33 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.

Position Summary

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 customers needs.

Position will be required to work a varied schedule that will include evenings, nights, and week-ends.

Essential Functions

Exceptional Student/Member/Participant/Guest Experience:

• Create a Culture of Service Above Self
• Member Service Desks
• Develop & Implement Checklists, Standard Operating Procedures and Guidelines for Member Service Desks
• Membership Sales
• Monitor Member Satisfaction
• Handle Inquiries, Concerns and Complaints

People Management:

• Promote Workplace Performance
• Manage Member Services Staffing Requirements
• Manage Member Services Staff
• Coach Staff
• Conduct Performance Reviews

Professionalism:

• Ensure that team members have clear goals, objectives, and responsibilities
• Demonstrate communication skills listening, speaking, and writing
• Effectively communicate with the team
• Conduct meetings
• Make decisions
• Manage time
• Support Organizational Change
• Encourage inter-departmental collaboration
• Exhibit Professionalism
• 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.

Required Qualifications

• Bachelors degree, 3+ years experience
• CPR; First Aid; AED; Blood Borne Pathogen; Concussion Training
• Accounting basics, Customer Service Management, CRM/Sales Management

Preferred Qualifications

• Masters degree, 5+ years experience
• CPR; First Aid; AED; Blood Borne Pathogen Instructor, Membership Sales, Systems Knowledge in RecTrac, Member Services
• Management Experience

Work Schedule
Sunday - Thursday, 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) Monday, April 4th, 2022.

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 an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see non?discrimination?statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

• Bachelors degree, 3+ years experience
• CPR; First Aid; AED; Blood Borne Pathogen; Concussion Training
• Accounting basics, Customer Service Management, CRM/Sales Management