Member Services Coordinator

Member Services Coordinator

Campus Recreation, a department within the University of Pittsburgh's Division of Student Affairs Wellness team, cultivates an inclusive and welcoming environment that empowers students, faculty, staff, and community members to pursue their personal wellness journey through accessible recreation, fitness, and wellness opportunities. The Member Services Coordinator provides leadership for the daily operations of Member Services, ensuring exceptional customer service, operational excellence, and meaningful member engagement while supporting the department's mission, strategic priorities, and commitment to creating a premier recreation experience for the Pitt community.

Job Summary:

• Creates and implements high-risk intramural, club, fitness, and recreation programs.
• Creates and implements facilities operations plans including staffing, facilities scheduling, and facility, FFE, and fitness equipment maintenance.
• Develops program or facility operational mapping to align with strategic plans.
• Develops policies and procedures guiding operations and continuous improvement efforts.
• Develops and implements risk management protocols and training to ensure safety.
• Manages marketing, social media outreach, and updates web site.

Essential Functions:

• Lead the daily operations of Member Services, including customer service, facility access, membership sales, program registration, point-of-sale transactions, membership administration, cash handling, PCI compliance, inventory management, and related operational functions while ensuring a safe, welcoming, and efficient environment.
• Recruit, hire, train, schedule, supervise, and develop Member Services student employees.
• Foster a culture of exceptional customer service, professionalism, accountability, teamwork, and continuous learning through ongoing training, coaching, and performance management.
• Develop, implement, and continuously evaluate Member Services policies, procedures, and operational practices.
• Resolve complex customer service concerns, identify opportunities to improve the participant experience, and ensure compliance with University and departmental standards.
• Develop and implement strategies to recruit, engage, and retain non-student members while supporting membership growth, participation, retention, and revenue goals.
• Serve as the primary point of contact for non-student members and cultivate positive relationships that enhance member satisfaction.
• Collaborate with Campus Recreation and University partners to promote programs and services through outreach, special events, presentations, tours, marketing initiatives, and employee wellness partnerships that increase awareness and engagement.
• Support the strategic goals of Campus Recreation by providing operational leadership, supporting facility and program operations, analyzing member service trends, and ensuring Member Services operations align with the priorities of the University, Student Affairs, and Campus Recreation.

Physical Effort:

• Position requires a combination of administrative office work and active engagement within high-use recreation facilities. Regular mobility throughout indoor and outdoor facilities and across campus is required, including frequent walking between work locations.
• Must be able to lift, carry, push, and pull materials and equipment weighing up to 50 pounds, with occasional lifting of heavier items.
• Position requires the ability to work flexible hours, including early mornings, evenings, and weekends, as operational needs dictate.

The University of Pittsburgh is an equal opportunity employer / disability / veteran.

Assignment Category: Full-time regular

Job Classification: Staff. Campus Recreation Coordinator III

Job Family: Academic & Student Services

Job Sub-Family: Student Services

Campus: Pittsburgh

Minimum Education Level Required: Bachelor's Degree

Minimum Years of Experience Required: 3

Will this position accept substitution in lieu of education or experience? Combination of education and relevant experience will be considered in lieu of education and/ or experience requirement.

Additional details about Required Licensure/Certification: Current First Aid/ CPR/ AED certification or obtained within 6 months of hiring

Work Schedule: This position works a varied on-campus schedule, an assortment of hours and days, to ensure a superior participant and student employee experience.

Work Arrangement: Hybrid: Combination of On-Campus and Remote work as determined by the department.

Hiring Range: To be determined based on qualifications

Relocation Offered: No

Visa Sponsorship Provided: No

Background Check: For position finalists, employment with the University will require successful completion of a background check.

Child Protection Clearances: The following PA Act 153 clearances and background checks are required prior to commencement of employment and as a condition of continued employment: PA State Police Criminal Record Check, FBI Criminal Record Check, PA Child Abuse History Clearance.

Required Documents: Resume, Cover Letter

Optional Documents: Not Applicable