Member Services Coordinator

Position Summary:

The Member Services Coordinator is responsible for day-to-day supervision of the front desk team. Training staff, reviewing membership accounts and providing leadership in member engagement, conflict resolution, and problem solving is required. The person in this position must have strong organizational skills with a keen eye for detail. They must be flexible and able to multi-task, be able to work independently, and apply excellent customer service judgement.

Duties and Responsibilities:

• 1^st line of front desk support, recourse and direct assistance with accounts and POS resolution “go-to”.
• Demonstrate, monitor and coach performance standards at the Front Desk. 25% of every shift to be spent engaging FD staff and members with the mission, vision, and core values of The Center.
• Receive and promptly reply to customer service and facility related calls and emails. End of shift response requirement.
• Daily Tasks: membership audit review, Hallpass/PTM review, abandoned transactions, paperwork scanning. Adding Hydro and CBRS tags.
• Weekly Tasks: Decrement HydroMassage Add-On, Scan In Alert Audit, Retention Communication.
• Monthly Tasks: Asana task list, staff survey, staff birthday cards, maintain “pick up drawer”.
• Support and participate in new hire training protocols directed by Manager.
• Support continuing education efforts for front desk staff as directed by Manager; to include team trainings and supplemental activities like Bingo, Kahoot, etc.
• Oversight and responsibility to sort and process memberships, changes, and maintain correct billing information (online, in-person, scholarship, corporate).
• Assist with refund preparation and credits from cancellations.
• Assist Member Services Manager in support of department operations and participate in season projects as required.
• Actively and cheerfully participate in Center tours, follow up with guests, and maintain tour data.
• Annual review of accuracy of online and paper forms.
• Proactive in seeking new and efficient ways to enhance member and front desk employee experience.
• Process memberships, scholarships, and programming transactions.
• Participate in interview/hiring process, and employee review process.
• Provide consistent coverage during Kroc operating hours. Willing and able to offer flexibility in support of emergency front desk coverage needs.
• Contribute to successful department operations through collaboration and proactive communication with both Member Service teams and other departmental teams.
• Will handle cash and accounting procedures with The Salvation Army’s policies and procedures.
• Perform other related duties as requested.

General Qualifications and Proficiencies:

• Demonstrated education and/or experience in high level customer service, including money handling and POS usage.
• High attention to detail, consistent reliable follow through and able to prioritize and manage multiple projects and meet established deadlines.
• The ability to operate standard office equipment in an efficient manner is necessary.
• Must have computer skills, with working experience of Microsoft Office products. Ability to use new software programs with basic training.
• Problem solving skills required.
• Ability to present oneself in a professional manner and maintain confidentiality and sensitivity in relation to information and documentation is essential.
• Service-oriented team player who can take initiative, work independently and quickly adapt in a fast-paced environment.
• Must be able to read, write and communicate in English.
• Able to work weekends/evening hours.
• Valid driver’s license and insured transportation.

Physical Requirements:

• Ability to sit for two to three hours at a time, ability to stand, stoop, or walk for a minimum of eight hours per day and lift and carry up to 25 pounds.
• Ability to grasp, push, pull objects such as files, file cabinet drawers and reach overhead.
• Ability to operate telephone.
• Ability to operate a desktop computer.

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position.  The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

Equal Employment Opportunity: Minorities/Women/Disabled/Protected Veterans