Location: Chattanooga,TN, USA
Membership Services Coordinator (Student Services Professional 1 - MR07)
Campus Recreation
University of Tennessee at Chattanooga
The Membership Services Coordinator provides membership services and management, exceptional customer service, student staff oversight, business support and POS system management for the Department of Campus Recreation. The coordinator develops and executes a membership plan with target membership goals to meet the needs of a diverse community.
Duties and Responsibilities:
Membership Services and Outreach
Develops and executesa membership plan across all categories of non-student memberships (faculty/staff, Alumni, community); manages departmental 'lost & found' and equipment rental desk (including policies and equipment purchasing); oversees daily transactions in point-of-sale platform (Fusion) as it pertains to membership and guest pass sales; serves as Lead in all aspects of Innosoft Fusion, the department's enterprise member management/Point of Sale software; works with colleagues to implement portal and Fusion upgrades, appropriate features and enhancements; manages all communications and sales through the Fusion software system; trains new staff on Fusion software use and assists with software reporting; represents Campus Recreation at applicable campus and community events.
Supervision of Student Staff
Hires, trains, evaluates and supervises part-time student employees including membership service representatives and office staff; develops a customer service / membership sales training program to enhance member satisfaction; trains staff in customer service, departmental offerings, conflict management, communication, marketing and business operations; plans in-service and coaching sessions with a strong emphases on skill-development, transferable work skills, staff empowerment, and diversity; engages in departmental training efforts for student staff and develops cross-training opportunities for student staff to enhance departmental knowledge.
Customer Service and Assessment
Works with departmental colleagues to create a member-focused culture and models relationship building in all interactions; fosters a climate of inclusion and innovation while resolving problems and ensuring member satisfaction; responds directly to participant and customer concerns and challenges; oversees program and operational retention and effectiveness through ongoing assessment, intervention, evaluation and participant feedback; uses assessment to recommend policy, program, and service changes to enhance the membership experience.
Marketing and Promotion
Responsible for the communication and promotion of UTC Campus Recreation memberships, programs, and initiatives, this includes oversight of student staff responsible for: social media, graphic design/marketing materials, communications, and promotions; coordinator and student staff team will work with all Campus Recreation professional staff members to: actively communicate and market programs through print media, electronic media, social media, special events and any other efforts deemed appropriate to effectively reach the University Community; works with the marketing staff to monitor comments to social media and other departmental platforms. The coordinator seeks out and manages sponsorship opportunities; manages member business processes including payroll deduction; assists with the management and processing of accounts receivables; responsible for the retention of documents including membership forms, waivers, rental agreements, and other departmental documents in accordance with university policy.
The ideal candidate will possess the following:
* The ability to mentor, teach, train and evaluate staff in customer service, patron relations and membership management.
* Strong written and verbal communication, public speaking and organizational skills.
* Proficient problem solving and computer skills.
* The ability to plan, implement, and evaluate programs, events and services.
* Knowledge of point of sale and business practices and procedures.
* Knowledge of InnoSoft Fusion Recreation Management software.
* The ability to network and support effective partnerships with key groups and individuals.
* Sponsorship procurement knowledge.
Review of applications will begin October 1, 2024 and will continue until the position is filled. Applications received by this date will receive priority consideration.
Minimum Qualifications: Bachelors degree in Business, Hospitality Management, Recreation, Sports Management or related field; three years of experience working within client relations and/or the service industry such as in recreation, fitness, or hospitality setting.
Preferred Qualifications: Masters degree; two years full-time experience in a customer service, sales and membership position; university or community recreation experience; two-year graduate assistantship is the equivalent of one year of professional experience.
The University of Tennessee Chattanooga is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA institution. All qualified applicants will receive equal consideration for employment and will not be discriminated against on the basis of race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or protected veteran status.