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%): 

• 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. 

Personnel Management (20%): 

• 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. 

Administration (10%)  

• 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.

Qualifications:

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.

Preferred: 

• 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. 

Desired:

• Ability to function independently and as a member of a team in a constantly changing environment.

Other requirements: 

● Position involves working some evening and weekend hours

● Position is located in a non-smoking work area

Hourly wage: $18

FLSA Exemption Status: Non-exempt

Restricted Position: No

Work Arrangement: Fully on-site

Contact Information:
Contact Name: Mikaela Barboza
Contact Email: barbozamc@vcu.edu