The Member Services Coordinator is responsible for all duties relating to Member Services and serves as the main contact for inquiries at the ARC and CRCE facilities. This position works in partnership with and fills in for the Senior Assistant Director for Member Services, when necessary, at the ARC facility.

Appointment Information

Member Services (45%)

1. Manage the Member Services Team at ARC and CRCE in membership and/or program registration cycles.
         a. Resolve issues between patrons and follow-up with customer-service related issues transpiring at Campus Recreation facilities in a timely manner.
         b. Handle issues relating to visitor passes, membership agreement files, equipment rentals, concessions, locker rental agreements/tracking; assist with 
             equipment purchases as necessary.
         c. Maintain a regular work schedule of 12-8:30pm (with 1 hour lunch) Monday through Friday, with the flexibility to work early mornings and weekends   
            needed.
2. Assist with management, application, and uses of the lnnosoft Fusion point of sale and member management program, including membership, equipment, bookings and locker rentals in all facilities as assigned.
3. Under the direction of Assistant Director of Member Services, Manage student staff access to all necessary platforms.
         a. In conjunction with Risk Management and SATech, assist with the application and use of Connect2 software and webtools report forms for incident     
             reports, injury/illness reports, shift reports, etc.
4.  Assist with tracking and monitoring I-Card misuse and related suspensions among campus recreation members using the catalogue system currently in place.
5.  Assist with building and managing the staff schedule (CSA, MSM) at both the ARC and CRCE.
6.  Track and compile information and data in conjunction with monthly, mid-year and yearly reports. Utilize information to assist in developing policies, procedures and strategic goals for Member Services.
7.  Research and analyze trends in collegiate recreation memberships to determine whether any potential changes are to be made. Provide input on the fiscal needs of the program utilizing programmatic recommendations and proposals.
8. Assist in developing marketing and promotion efforts around membership development and retention in conjunction with the marketing department.
9. Organize and disseminate all campus recreation communications to member services and ensure program area leaders have a clear and direct line of communication to member services staff.
10. Develop and implement a comprehensive bookings management plan to ensure minimal disruption to campus recreation activities.
          a. Collaborate with Event Management and Intramural Sports to gather all information pertaining to  semesterly and annual events occurring within ARC and CRCE.
          b. Meet regularly with Event Management and Intramural Sports to ensure all changes to the booking schedules are accurate and known by all stakeholders.
          c. Use the above information to create a schedule of booking offerings for courts, multipurpose rooms, and reflection and recovery room.
          d. Manage bookings by ensuring there are no double bookings when events such as intramural sports, classes, trainings, and otherwise occurring special events.
          e. Develop a schedule for monitoring bookings on a daily basis alongside student program assistant or student leadership staff.

Staff Supervision (40%)

1. Hire, train, supervise and evaluate Member Services Staff including: one graduate intern, program assistants, member services managers, and customer service assistants.
2. Assist with hiring, training and evaluating Member Services Managers, Customer Service Assistants and additional hourly personnel as needed.
    a. Determine staffing needs and hire qualified candidates based upon certifications, experience, skills and ability to contribute to the diverse needs of the University of Illinois and Campus Recreation
    b. Evaluate personnel via random shift audits and observations from professional and leadership staff.
3.  Act as the primary point of contact for all member services students and part-time staff, and ensure they have all necessary information to perform their job responsibilities effectively, including required certification status, Connect2 access, etc.
4. Ensure clear communication with member service managers for any unexpected schedule changes that you are made aware of, including last-minute call-ins new hire shadow shifts, etc.
5. Supervise and assist in the development of student staff, including developing and/or locating professional development resources to contribute to the continuing education of staff.
6. Under the direction of the Assistant Director of Member Services, implement area specific trainings, including semester orientations and monthly staff meetings.
7. Under the direction of the Assistant Director of Member Services, assist with developing and leading monthly CSA and MSM meetings.
8. Performs daily supervisory duties of the Member Services area at CRCE facility and assist with the same at ARC.

Departmental Responsibilities (15%)

1. Attend state and regional professional development conferences and workshops, including accompanying student participants.
2. Serve on Department, Division and/or University committees as assigned.
3. Manage special projects that support the overall mission of Campus Recreation.
4. Participate as a member of the Campus Recreation professional staff in the development and implementation of policies and procedures.
5. In conjunction with Risk Management and HR, monitor and ensure compliance of required staff certifications.
6. In absence of Assistant Director of Member Services, act in public relations capacity for ARC and CRCE.
7. Follow University and department cash handling policies and procedures.
8. Assist subject matter expert with facility management system (Fusion).
9. Enforce and maintain Campus Recreation policies and procedures as they pertain to usage of facilities on campus.

Additional Physical Demands

Position involves working primarily afternoon and evening hours while maintaining flexibility in schedule. Work is performed in a heavy traffic area consisting of students, staff, patrons, and large events. Position involves travel to and from the ARC and CRCE.

Travel Requirements

0%

Minimum Qualifications:

1. Bachelor’s degree.
2. A total of one (1) year (12 months) in education, training and/or work experience in customer service.
3. Demonstrated experience supervising staff.

Please note: Must possess a First Aid and CPR/AED certification prior to, or within 30 days after, employment start date.

Preferred Qualifications

1. Bachelor’s degree in Recreation, Health and Kinesiology, or Business Administration.
2. One year of supervisory experience with student staff.

Knowledge, Skills and Abilities

• Strong communication skills and an ability to establish and maintain effective working relationships with other employees, faculty, staff, students, and community patrons.
• Ability to determine the needs of the Member Services program and make sound field judgments to ensure that a reasonable level of safety is achieved.
• Ability to manage multiple priorities and meet project review deadlines.
• Detailed knowledge of Customer Service/Member Services.
• Strong commitment to diversity and developing comprehensive understanding of the need of diverse students and user groups.

About University of Illinois Urbana-Champaign

Campus Recreation provides a welcoming environment that inspires the university community to engage in recreation and wellness opportunities. With approximately 500,000 square feet of state-of-the-art indoor recreation space, 75 acres of outdoor fields, and a diverse variety of fitness, wellness, and recreational programs, there are many opportunities for students to stay active. We are seeking individuals with diverse backgrounds who can help foster communities that strive toward the mission of providing “A place for everyone.” This includes supporting the academic mission of the University by developing environments conducive to student learning and academic success, respecting, appreciating and advocating for the diversity of our student population, and supporting the holistic development of all our students.

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