What are the responsibilities and job description for the Membership Services Program Specialist position at Virginia Commonwealth University?
MEMBERS SERVICES PROGRAM SPECIALIST
The Members Services Program Specialist is responsible for assisting and overseeing membership sales, services and operations, and supporting administrative functions to ensure efficient delivery of Recreation & Well-Being programs and services. The individual must maintain a consistent and professional image for Recreation & Well-Being through outstanding customer service to both internal and external constituents. This position reports to the Member Services Manager and assists with supervising the Member Services Assistants.
Specific Responsibilities Include
Program Management (70%):
Required:
FLSA Exemption Status: Non-exempt
Restricted Position: No
Work Arrangement: Fully on-site
Contact Information
Contact Name: Mikaela Barboza
Contact Email: barbozamc@vcu.edu
The Members Services Program Specialist is responsible for assisting and overseeing membership sales, services and operations, and supporting administrative functions to ensure efficient delivery of Recreation & Well-Being programs and services. The individual must maintain a consistent and professional image for Recreation & Well-Being through outstanding customer service to both internal and external constituents. This position reports to the Member Services Manager and assists with supervising the Member Services Assistants.
Specific Responsibilities Include
Program Management (70%):
- Enroll, renew, and maintain accurate records for memberships, locker and towel rentals, and registration of members in Recreation & Well-Being programs and services.
- Monitor Recreation & Well-Being feedback channels (e.g., departmental email account, member feedback forms, etc.), respond directly to concerns, and/or disseminate to appropriate staff members to ensure a departmental response.
- Assist in processing membership monthly billing, payroll deduction enrollment, cancellations, and associated member communications.
- Assist in tracking revenue and sales trends, compiling reports, and identifying best practices related to membership, programs, and services sales.
- Assist in maintaining rental locker policy and procedures, including but not limited to patron communication, cleanout, and record keeping.
- Provide coverage for unstaffed shifts to ensure continuity of operations.
- Serve as the primary point of contact for Member Services in the absence of the Member Services Manager.
- Conduct regular equipment and supply inventories; research and acquire equipment/supplies following established procurement guidelines.
- Assist in general office management including: space reservations, copies/scanning.
- Assist with the development of strategies to publicize and promote memberships, programs, and services.
- Assist in maintaining inventory of outreach materials, including giveaway items, print collateral, mobile displays, and materials used for in house displays and events.
- Ensure adequate staffing of special events and tabling.
- Assist in the supervision of Membership Services Assistants in the sale of Recreation & Well-Being memberships, programs, and services.
- Assist in the creation and management of staff schedules, and staffing changes.
- Assist in the planning and facilitation of membership staff meetings (scheduling, creating/sharing agendas, incorporating in-service training & team building).
- Assist in scheduling and facilitation of Member Services Assistant interviews and evaluations.
- Participate in the departmental budget allocation process by assisting with forecasting projected expenditures, and setting revenue projections for all programming areas.
- Assist with monitoring the budget for member services, including approving purchases, and monitoring spending.
- Prepare, analyze and report participation statistics, and assist with program evaluations and assessments for member services.
- Collaborate with other university departments in support of the university’s academic mission.
- Assist in the overall operation of the department by providing input and completing assigned projects, tasks, and responsibilities. .
- Maintain professional skill sets and certifications as appropriate for job responsibilities and as a professional.
- Perform other duties as assigned by the Member Services Manager.
Required:
- Demonstrated experience working in and fostering an environment of respect, professionalism and civility with a population of faculty, staff, and students from various backgrounds and experiences, or a commitment to do so as a staff member at VCU.
- Available to work most weekdays between 12pm to 8pm and occasional weekends.
- Ability to take initiative, problem solve and meet deadlines.
- Excellent written and oral communication skills, interpersonal skills and ability to work collaboratively.
- Demonstrated experience in a position requiring similar responsibilities.
- Demonstrated experience in personnel management and staff development; ability to motivate and supervise staff.
- Experience working in a university/college recreation setting.
- Demonstrated knowledge of Google Docs
- Experience with Innosoft Fusion software.
- Experience with WhenToWork scheduling software.
- Ability to function independently and as a member of a team in a constantly changing environment.
- Position involves working some evening and weekend hours
- Position is located in a non-smoking work area
FLSA Exemption Status: Non-exempt
Restricted Position: No
Work Arrangement: Fully on-site
Contact Information
Contact Name: Mikaela Barboza
Contact Email: barbozamc@vcu.edu
Salary : $18