What are the responsibilities and job description for the Full-Time Member Services Representative / Keyholder position at Normal Township?
Overview
Join our dynamic team as a Lead Member Services Representative and Volunteer Coordinator Keyholder, where you will play a pivotal role in fostering an engaging, inclusive environment for members and volunteers alike. This energetic position combines leadership, community engagement, and operational management to ensure our organization runs smoothly while inspiring positive experiences. As a keyholder, you'll be entrusted with opening and closing responsibilities, ensuring safety protocols are followed, and representing our organization with enthusiasm and professionalism. Your passion for volunteer management and member engagement will drive our mission forward and create lasting impacts.
The position under the direct supervision of the Activity and Recreation Center Executive Director and is responsible for assisting in overseeing the operations of the Members Services Team which includes Member Services Representatives and Shuttle Van Drivers. They are also responsible for recruiting, training, and scheduling volunteers for the Activity and Recreation Center.
They will also assist the Executive Director with accounting for new memberships, renewals, archiving expired memberships, monitoring incoming payment via GymMaster, and preparing deposits per policy. Analyzing system data and preparing reports as requested. The position is also a key holder position with responsibility of opening or closing the Activity and Recreation Center as needed.
Qualifications
- Minimum 5 years of customer service experience
- Minimum 2 years of supervisory and cash handling experience
- Associates degree preferred
- High school diploma or equivalent required
- Excellent organizational skills and the ability to work independently
- Excellent communications skills and ability to project a positive attitude at all times
- Desire and enthusiasm to work with senior citizens
- CPR and AED certified or willingness to obtain certification
- Successful at working in a team environment
- Ability to execute direction and meet goals as assigned by the Executive Director
- Computer literate
- Experience with operating basic office equipment such as copy machines, scanners, computers
- Ability to learn and use data and software programs including Gymmaster, Microsoft office suite, outlook email, and more
- Availability from 6:30 am to 7:30 pm Monday through Friday
- Availability on Saturdays from 7:30 am to 4:30 PM
- Willingness to work a rotating Saturday schedule as part of the keyholder team to open/close the Activity and Recreation Center.
- Experience in conflict resolution and de-escalation
Specific Duties Could Include:
1. Assure new member information is entered accurately and maintained in GymMaster.
2. Oversee the process and filing of membership registration forms, renewal forms, and other member documents in a timely manner.
3. Help to maintain MSR’s cash boxes and process cash receipts collected by each MSR each day. Prepare bank deposits for total sales at the close of each business day when closing the ARC per policy.
4. Process requests for member credits or refunds per policy and record in Office 365 SharePoint and GymMaster.
5. Assist Executive Director in oversight of MSR staff by providing relevant communications, training and feedback on job performance.
6. Monitor all registration and payments.
7. Manage member key fob supply inventory and maintain adequate inventory for new memberships.
8. Schedule and conduct orientation and work schedules for Café’ and Front Greeter volunteers.
9. Provide Saturday manager coverage by rotating with fellow managers from open to close.
10. Assist the Executive Director to maintain the Insurance-Based Incentive Program (Silver Sneakers, Silver & Fit, Active & Fit, Renew Active, and PRIME).
11. Oversee the maintenance, upkeep, and coordinate repairs of the Shuttle Van.
12. Oversee ARC volunteer programs
13. Oversee Shuttle Van rider log information, tracking, filing, and reporting.
14. Train staff on the usage of GymMaster, serve as a basic information liaison of the GymMaster system.
15. Deescalate or resolve conflicts/issues between members.
16. Assume Manager on Duty in absence of a full-time Manager.
17. Other duties as assigned.
This organization reserves the right to revise the specific duties as the need arises.
Job Type: Part-time
Pay: $19.00 - $21.00 per hour
Benefits:
- Paid time off
Experience:
- Customer Support & Client Services Occupations: 2 years (Preferred)
Work Location: In person
Salary : $19 - $21