About the Department:

To support the fitness and recreational goals of a health-conscious community. Center management plans and implements a broad range of year-round recreational, educational, social, and cultural programs and activities to use the available facilities of the center. These programs are designed to attract and serve a variety of individuals and user groups, including but not limited to the general public, youth, school and community groups, the elderly and persons with disabilities. Freedom is required to generate sufficient revenue to pay all annual operating expense, the annual debt service payment for the revenue bonds, and fund the capital equipment and O&M requirements for the next fiscal year.

About the Position:

The Membership Outreach and Assistant Customer Service Coordinator collects membership dues expeditiously with accuracy and integrity as well as assists the supervisor in the daily operations of the Center's front desk operations. The position monitors cash procedures, assures quality documentation and transaction of membership sales, program registration and report generation to ensure a smooth operation, revenue protection, and attainment of the Center's mission.

Responsibilities:

Front Desk Lead Supervisor 

• Assists in training and supervising front desk staff;
• Promotes a strong team setting, monitors and documents staff performance, attendance and training;
• Directs deployment of staff to maximize efficiency with excellent service to the customer as the primary goal;
• Assists in directing functions of customer service desk;
• Assists in developing policies and procedures related to customer service operations (opening/closing, cash handling/balancing, membership sales, program registration, Pro Shop operations, sales of services) and staff performance expectations;
• Disseminates policies and procedures plus other relevant Center information;
• Assists with staff schedule to meet Center objectives of customer service and budget control;
• Acts as a point of contact for procedural issues related to registration and membership for all staff within the facility;
• Ensures that the customer service desk, building entrance and lower lobby are maintained so as to provide a clean, professional and visually pleasing experience for Center patrons; and
• Assists with developing, updating and maintaining policies, procedures and handbooks as they relate to member management software, membership and customer service and member management software training. 

Membership Outreach/Member Communication

• Assists in contacting current members, either in-person, by phone and/or by email to discuss expired credit cards and declined payment card transactions, all with the purpose of not only claiming payment but maintaining memberships and retaining the revenue that we generate;
• Collaborates with management to develop and implement strategic corporate and community outreach initiatives aimed at driving membership growth and retention, ultimately increasing overall facility revenue;
• Focuses on building partnerships, enhancing brand visibility, and aligning outreach efforts with organizational goals to maximize impact and engagement;
• Corporate Outreach Initiatives would include Corporate Wellness Partnerships, Corporate Membership Drives and Sponsorship Collaborations;
• Community Outreach Initiatives would include Open House Events, Community Health Fairs and Local Business Collaborations; and
• Proactively engages with existing and prospective corporate and community partners to promote membership opportunities, foster long-term relationships, and drive increased adoption and participation across each entity. 

Center Operations

• Maintains positive working relationships with management team to promote center goals and strategies;
• Works on special projects and attend events as needed;
• Participates in weekly meetings and on other management teams as needed; and
• Acts as Manager on Duty as needed. 

Other Duties as Assigned 

• Performs other related duties as assigned by supervisor. 

Required Qualifications:

• High school diploma or equivalent;
• Demonstrated experience in customer service;
• Demonstrated experience of cash control and cash management experience;
• Demonstrated, effective customer service skills;
• Strong knowledge of basic cash control procedures;
• Ability to communicate effectively with employees, supervisor, peer managers, and users;
• Ability to operate a computer utilizing word processing, database management and software;
• Ability to work with frequent interruptions during periods of high volume and under pressure from the public;
• Ability to project a positive, professional image through appropriate appearance and demeanor;
• Ability to communicate and express ideas effectively; including ability to speak and write clearly;
• Ability to maintain effective interpersonal relationships and work as part of a team; and
• Ability to set priorities and complete assignments on time.

Preferred Qualifications:

• Bachelor’s degree in related field; and
• Demonstrated database and software skills.

Instructions to Applicants: 

For full consideration, applicants must apply for Membership Outreach and Assistant Customer Service Coordinator at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter/Letter of Intent with Resume for review.

Posting Open Date: August 8, 2025

Posting Close Date: August 14, 2025

Open Until Filled:  No