Member Services Coordinator

Salary/Position Classification

• $45,000+ Annual, Dependent on Experience, Exempt
• 40 hours per week
• This position will work onsite at UND Grand Forks, ND Campus

Purpose of Position

This position has direct responsibilities for coordinating the day-to-day operations related to the welcome desk, outpost rentals, and the overall member experience within the Wellness Center activity areas. Other responsibilities include, but are not limited to: delivering excellent customer service, ensuring appropriate staffing levels and scheduling during operating hours, management of the membership program (sales, recruitment, retention), point-of-sale transactions/registrations, and supervision (hire, train, develop, and review) of assigned part-time student employees. This position also serves as a part of the Wellness & Health Promotion Leadership team and other assigned committees and teams.

Duties & Responsibilities

• Coordinate and manage Wellness Center Member & Guest Services operations.
  • Coordinate member and guest operations, including oversight of member access control, equipment check out, locker rental, program registration/scheduling, and point-of-sale transactions.
  • Coordinate facility management of activity areas, including up-keep of amenities, set-up of gym equipment, and enforcement of member policies to ensure a safe and cooperative community of respect.
  • Ensure all areas are staffed appropriately during all hours of operation, providing direct coverage as needed.
  • Administer space reservation/rental requests including scheduling, operational staff, and equipment needs.
  • Ensure facility is opened on-time and secured at the conclusion of daily operating hours.
  • Administer excellent communication to create a professional and customer-centric environment.
  • Supervise Welcome Desk business activities, including daily deposit dispensation, cash handling, credit card processing, payroll deduction, and other transactions using detailed processes and regular communication.
  • Create, manage, and analyze reports for participant access, usage, and other related metrics, as needed. 
• Management of membership program.
  • Manage Wellness Center membership program including membership processing, member recruitment, member orientation, and member retention initiatives.
  • Serve as the primary contact and respondent for member relations, concerns, and feedback.
  • Ensure proper implementation of required membership processes including and not limited to waiver management, member/guest verification, and policies.
  • Ensure membership enrollment information is audited for correct entry into the software operating system.
  • Administer member account clean-up when necessary (merge accounts, update notes)
  • Implement processes and maintain all records related to all membership payment processing (payroll deduction, auto draft, other), including payroll deduct contracts, correspondence with payroll office, subsidiary ledger of Accounts Receivable.
  • Oversee the Fitness Reimbursement (Health Club Credit) program.
  • Coordinate membership access agreements with special groups (unique academic and summer programs).
  • Coordinate and provide tours, member outreach, and other recruitment activities. 
• Coordinate and manage Outpost outdoor equipment rental operation.
  • Implement processes and procedures for point-of-sale rentals and equipment tracking/return.
  • Plan and coordinate repair/maintenance of equipment, as needed.
  • Ensure equipment functions properly, is safe, and of high-quality.
  • Follow-up on unreturned or damaged equipment to ensure replacement or appropriate repair.
  • Rotate equipment types based on seasonality (summer/fall/winter).
  • Purchase equipment as needed within financial plan.
  • Ensure items are correctly priced and catalogued within the software program.
  • Manage inventory or all equipment as outlined by campus policy, including appropriate removal/surplus. 
• Staff Supervision
  • Hire, train, schedule and evaluate all assigned student staff positions.
  • Develop and update training manuals to ensure that employees are knowledgeable of the Wellness Center and area-specific policies and procedures before scheduling them to work.
  • Meet with staff monthly or as needed to ensure excellent communication and training.
  • As needed, evaluate staff in respective areas using Job Performance Appraisals and Behavior Logs.
  • Establish and maintain an up-to-date, continuous training and education plan for all assigned student staff.
  • Process payroll and leave requests for all assigned staff in a timely and efficient manner.
  • Assist with implementation of department processes related to student staff development, recruitment, interviewing and selection, orientation, training, evaluation, reward and recognition programs.
  • Provide effective leadership, management, mentoring, and empowerment for all personnel.
  • Ensure staff interact and model department team values. 
• Fiscal Management
  • Develop and manage annual budgets for all assigned operational/program areas.
  • Ensure good stewardship of finances by monitoring expenses and purchases.
  • Abide by all required department and University purchasing policies.
  • Complete required financial trainings.
  • Identify and report any instances of suspected fraud or financial errors. 
• Administration, Leadership, Customer Service and Teamwork.
  • Be familiar with, communicate, and apply all department/division/institutional policies and procedures.
  • Model professional and ethical behavior, utilizing department team values.
  • Assist with department, division, and/or institutional programs and initiatives.
  • Serve on various campus committees and work groups as requested.
  • Use excellent interpersonal skills and abilities to build and maintain positive working relationships within the department, University, and community.
  • Follow Marketing & Creative Services processes for marketing of programs and services. • Adhere to department team norms to enhance a positive working team culture.
  • Actively participate in assigned leadership teams, department/division meetings, retreats, and staff development activities.
  • Assist in development and execution of strategic and assessment plans.
  • Assist in assembling information for annual and other department and/or University reports.
  • Provide excellent customer service to all visitors, students, staff, and faculty.
  • Maintain professional knowledge required of the position.
  • Model personal wellness habits and support others in their efforts toward their own personal well-being.
  • Contribute to the creation of an inclusive work environment by treating others with dignity and respect. 

Required Competencies

• Exceptional interpersonal skills and high energy, ability to motivate employees and to work constructively in a team environment.
• Ability to consistently model an assertively friendly, customer-oriented service demeanor.
• Excellent oral and written communication skills that lend themselves to positive interaction with students, faculty, and staff.
• Great attention to detail and ability to follow through independently.

Minimum Requirements

• Bachelor’s degree: educational leadership, recreation, kinesiology, business, administration, or related field.
• One year of experience in a customer service setting, preferably in a sales, membership, fitness, recreation, or wellness-related environment.
• One year of supervisory experience.
• One year of experience with windows-based software applications.
• Certification of First Aid, CPR, and AED or be able to obtain withing 2 months of hire.
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Master’s degree: educational leadership, recreation, kinesiology, business, administration, or related field.
• Experience in program and budget management.
• Experience with services offered in a fitness, recreation, or wellness-related operation, including fitness, testing, group exercise classes, and fee-for-service wellness classes.
• Three years of supervisory experience.
• Experience working in a higher education environment.
• Experience using membership or recreation facility management software.
• Experience with student staff and/or program assessment in higher education.