Lead Member Service Attendant

Work Schedule: 16-20 hours per week; shifts based on operational need of the organization. This position will be working on campus, in-person, and must be available to attend required meetings and training which may be outside of normal shift hours.

OVERVIEW

Associated Students, Inc. employs student-focused professionals with equity-mindsets. Established in 1963, ASI is a non-profit corporation guided by a student board and managed by full-time professional staff. ASI is considered a part of the Cal Poly Pomona Division of Student Affairs with a dashed reporting line to Administrative Affairs. ASI serves the entire campus population, including over 27,000 students, by providing opportunities for student engagement, student employment, and a multitude of programs and services such as recreation and wellness, student union and activities, student government, and childcare. ASI operational support areas include human resources, financial services, information technology, facilities management, and marketing. ASI is engaged in the work of being a learning organization. Currently, the guiding ideas of the organization are “under construction” as the team re-imagines its vision, mission, and core values. ASI is looking for dynamic team members who value team learning, co-creation, and adaptability to best serve the needs of our students.

As an evolving learning organization, ASI is human-centered and strives to live its values of care and growth. The purpose of ASI is to transform lives, and its vision will be co-developed through the teamwork of staff. With a commitment to learning, continuous improvement, and innovation, ASI is looking for a dynamic team member who supports team learning, co-creation, radical candor, psychological safety, growth mindset, and lives out equity, diversity, and inclusion practices.

POSITION DEFINITION

Under general supervision from the Customer Service Manager, the Lead Member Service Attendant provides programmatic oversight and directly supports the Customer Service Manager in task oversight and leading by example. They will also support Tap Card and Pro Shop transactions by re-imagining this space and the processes alongside the Customer Service Manager. The Lead Member Services Attendant performs routine and complex assignments requiring specialized knowledge and may occasionally require independent judgment and decision-making.

ESSENTIAL DUTIES

• Assists with the overall execution of the Customer Services program, Pro Shop and Tap Card Services.
• Assists with the recruitment, training, covering of shifts and oversight of staff on shift at the MSA desk
• Assists with the customer service philosophy, training program, and implementation, management, and improvement of team processes
• Assists with leading the implementation of standard operating procedures to support excellent customer service, effective (accurate, timely, and compliant) cash handling, and revenue driving behaviors such as product recommendations and adding on to sales transactions at the register
• Provides accurate daily reconciliation of Tap Cards and Pro Shop Inventory counts following industry standard protocols and ASI policies
• Prepares and maintains accurate and timely point of sale reports
• Attend and assist in development and execution of orientations and trainings
• Assist with overall management of customer service, cash handling, Foothill Transit Tap Cards, Pro Shop inventory, product selection, retail displays, ordering supplies, advertisement, promotional suggestions and additional related tasks and projects as needed.
• Assist in the planning and execution of any ASI cash handling needs, Lost and Found Auction, and member appreciation days and events in the BRIC.
• Enforces rules and regulations regarding use of the Bronco Recreation and Intramurals Complex (BRIC) and assists in training staff to maintain their composure and helping to de-escalate conflicts at the front desk.
• Provide emergency care and treatment as required until the arrival of emergency medical services
• Acts as a role model and demonstrates proper processes and procedures, encourages and trains staff to do the same.
• Perform other related duties as assigned.

QUALIFICATIONS

• CPR/AED for Professional Rescuers (CPRO) + First Aid, O2, and BBP required within 30 days of hire (training provided by ASI)
• Minimum of 1 year customer service experience required
• Minimum of 6 months cash handling experience required
• Minimum of 6 months customer recovery experience and utilizing de-escalation techniques required
• Demonstrated ability to work with a diverse student population and campus community
• Basic knowledge of operating a computer workstation using word processing, spreadsheets, and other computer applications
• Ability to satisfactorily complete a background check (including a criminal records check)

POSITION SENSITIVITY

Based on the duties and responsibilities of this position, this position has been designated to be a sensitive position with access to sensitive data.

BACKGROUND CHECK

A background check (including a criminal records check) must be completed satisfactorily before any candidate can begin employment with Associated Students, Inc., Cal Poly Pomona. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current ASI employees who apply for this position.

EMPLOYMENT ELIGIBILITY

Employment with ASI is open to any Cal Poly Pomona student who is at least 16 years old and of legal status to work in the United States. In addition, the employee must be currently enrolled for at least 6.0 units (undergraduate) and 4.0 units (graduate), international student employees must be enrolled in a minimum of 12.0 units (undergraduate) and 6.0 units (graduate) at the end of the drop-add period, have a minimum 2.0 GPA (both Cal Poly Pomona and overall GPA) and be in good standing with the University. Individuals enrolled only in Extended University are not eligible for hire. Exceptions to the unit load requirement are allowed during the summer and winter semesters and for students who have applied for graduation for the current semester.

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently required to sit, talk and hear; manual dexterity, eye-hand coordination, and verbal communication; use of office equipment: telephones, calculator, copier and fax. Must be able to walk, stand, bend and lift to 45 pounds.

Position subject to an occupational exposure to bloodborne pathogens. Annual bloodborne pathogen training is required. The initial training must be completed before the employee is assigned duties that may result in exposure to blood or bodily fluids. Hepatitis B vaccination will be offered after the training.

MANDATED REPORTING REQUIREMENT

In compliance with the California Child Abuse and Neglect Reporting Act (CANRA) and the CSU Executive Order 1083, each ASI employee is designated as a mandated reporter and is required to sign an Acknowledgment of Mandated Reporter Status and Legal Duty to Report Child Abuse and Neglect.

SYSTEMWIDE SMOKE AND TOBACCO FREE ENVIRONMENT EO 1108:

Cal Poly Pomona is a smoke and tobacco-free campus. Please refer to the link below for policy information.

COVID-19 VACCINATION

CSU, along with Associated Students Inc., strongly recommends all staff who are physically accessing campus facilities or programs to be fully vaccinated against COVID-19, which includes obtaining a COVID-19 booster dose. See policy at