Member Services Coordinator - Old Grand Ave Gurnee, Illinois, United States
1 day ago
Job description
DescriptionDESCRIPTION
Under the direction and supervision of the Member Services Supervisor, this position performs various clerical functions outlined in the duties and responsibilities area listed below. This is a front-line position in one of the most central areas of the Park District requiring multi-tasking abilities. This position's weekly schedule is as follows: Tuesday-Saturday, Tuesday-Thursday 2:30pm-10:30pm, Friday 10:30am-6:30pm, and Saturday 11:00am-7:30pm.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serve as an ambassador for the Park District, always portraying a positive image of the organization with internal and external customers and representing SOFIE values in all interactions.
- Greet customers and answer phone calls, voicemails, and emails in a timely, professional, and courteous manner.
- Assist customers and answer inquiries regarding program registration, memberships, facilities, facility rentals, parks, etc.
- Process program registration, membership payments, and point-of-sale transactions, ensure the cash drawer is balanced, and prepare the end of day report.
- Serve as an on-site point of contact for part-time and seasonal staff when supervisory team members are not in the building, providing resources, responding to issues with discretion based on park district protocol, and elevating concerns appropriately.
- Oversee member services representatives, actively participating in recruitment, hiring, training, oversight, and evaluation of team members in collaboration with the supervisor.
- Develop, communicate, and manage member service representative staff schedules, ensuring adequate coverage of the facility during all operating hours.
- Maintain, review, and update front desk operation manuals, documents, forms, and printouts.
- Assist with initial and ongoing training of member service representatives, identifying training needs and communicating them with the Member Services Supervisor when they arise.
- Attend team meetings and present training topics to colleagues as assigned.
- Assist with FitNation membership scholarships; monitor membership end dates and pro-actively communicate with members about the application process.
- Track and monitor customer feedback provided to member services representatives, consider ideas and solutions available to the team, and present the feedback along with recommendations to the Member Services Supervisor.
- Seek service and process improvements by monitoring data, customer feedback, staff recommendations and by teaming with recreation and other department teams.
- Operate various office equipment to print, copy, scan, and fax documents. Keep inventory of office supplies and place orders.
- Monitor front desk and gym activities, and adhere to all aspects of opening, closing, and normal operational procedures.
- Take all steps necessary to maintain a safe environment at FitNation.
- Assist with the Gurnee Days event, held on the second full weekend in August each year.
- Comply with the general policies and procedures of the Park District and adhere to the Gurnee Park District Team Mission, Vision, and SOFIE Values.
- Read and understand the Park District "General Safety Rules and Safety Policy Statement."
- Assist Park District Departments and perform other Park District related functions as requested.
QUALIFICATIONS
We believe in taking care of our team and supporting our members both professionally and personally. As a valued addition to our team, you'll enjoy a comprehensive benefits package dependent on your role. Check out our offerings here.
ADDITIONAL DUTIES AND RESPONSIBILITIES
This position requires an open availability which should include daytime, evenings, weekends, and holidays at times. Must have flexibility to work additional hours if needed.
PHYSICAL DEMANDS
The physical demands of this position are minimal. Most of your job will be at a desk. Occasionally movement of deliveries will be needed with a maximum weight of 25 lbs.
GENERAL STATEMENT OF POLICIES, SAFETY, ETC.
All Gurnee Park District staff are expected to comply with the policies and procedures set forth by the Gurnee Park District Board of Commissioners. This includes adhering to the Personnel Policy Manual, Safety Manual, Departmental Manual, and any other guidelines provided by supervisors. Staff actions should prioritize safety, respect for fellow staff and customers, and adherence to supervisor direction. Employees are also expected to understand and apply the SOFIE Customer Service Values as a guide for successful work behavior.
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