Member Services Coordinator

Member Services Coordinator Department of Campus Recreation Job Summary Responsible for all duties relating to Member Services and serves as the main contact for inquiries at the ARC and CRCE facilities. Works in partnership with and fills in for the Senior Assistant Director for Member Services, when necessary, at the ARC facility. Appointment Information This is a 100% full-time Civil Service 5002 – Program Coordinator position, appointed on a 12‑month basis. The expected start date is as soon as possible after July1,2026. The budgeted salary for this position is $54,000–$58,000. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity. Member Services Responsibilities Manage the Member Services team at ARC and CRCE in membership and/or program registration cycles. Resolve issues between patrons and follow‑up on customer‑service related matters transpiring at Campus Recreation facilities in a timely manner. Handle issues relating to visitor passes, membership agreement files, equipment rentals, concessions, locker rental agreements/tracking; assist with equipment purchases as necessary. Maintain a regular work schedule of 12‑8:30pm (with 1 hour lunch) Monday‑through‑Friday, with flexibility for early mornings and weekends as needed. Assist with management, application, and use of the LinoSoft Fusion‑Point of sale and member‑management program, including membership, equipment, bookings, and locker rentals in all assigned facilities. Under the direction of the Assistant Director of Member Services, manage student staff access to all necessary platforms. In conjunction with Risk Management and SATech, assist with the application and use of Connect2 software and web‑tools report forms for incident reports, injury/illness reports, shift reports, etc. Assist with tracking and monitoring I‑Card misuse and related suspensions among campus recreation members using the current catalogue system. Assist with building and managing the staff schedule (CSA, MSM) at both the ARC and CRCE. Track and compile information and data in conjunction with monthly, mid‑year, and yearly reports. Utilize information to assist in developing policies, procedures, and strategic goals for Member Services. Research and analyze trends in collegiate recreation memberships to determine whether any potential changes are needed. Provide input on fiscal needs of the program utilizing programmatic recommendations and proposals. Assist in developing marketing and promotion efforts around membership development and retention in conjunction with the marketing department. Organize and disseminate all campus recreation communications to Member Services and ensure program area leaders have a clear and direct line of communication to Member Services staff. Develop and implement a comprehensive bookings management plan to ensure minimal disruption to campus recreation activities. Collaborate with Event Management and Intramural Sports to gather all information pertaining to semesterly and annual events occurring within ARC and CRCE. Meet regularly with Event Management and Intramural Sports to ensure all changes to the bookings schedule are accurate and known by all stakeholders. Use the above information to create a schedule of booking offerings for courts, multipurpose rooms, and the reflection and recovery room. Manage bookings by ensuring there are no double bookings when events such as intramural sports, classes, training, and special events occur. Develop a schedule for monitoring bookings on a daily basis alongside student program assistant or student leadership staff. Staff Supervision Responsibilities Hire, train, supervise, and evaluate Member Services staff including one graduate intern, program assistants, member services managers, and customer service assistants. Assist with hiring, training, and evaluating Member Services Managers, Customer Service Assistants, and additional hourly personnel as needed. Determine staffing needs and hire qualified candidates based upon certifications, experience, skills, and ability to contribute to the diverse needs of the University of Illinois and Campus Recreation. Evaluate personnel via random shift audits and observations from professional and leadership staff. Act as the primary point of contact for all Member Services students and part‑time staff, ensuring they have all necessary information to perform their job responsibilities effectively, including required certification status, Connect2 access, etc. Ensure clear communication with Member Service managers for any unexpected schedule changes (e.g., last‑minute call‑ins, new hire shadow shifts, etc.). Supervise and assist in the development of student staff, including developing and/or locating professional development resources to contribute to the continuing education of staff. Under the direction of the Assistant Director of Member Services, implement a specific training, including semester orientations and monthly staff meetings. Assist with developing and leading monthly CSA and MSM meetings. Perform daily supervisory duties of the Member Services area at the CRCE facility and assist at the ARC. Departmental Responsibilities Attend state and regional professional development conferences and workshops, including accompanying student participants. Serve on department, division, and/or university committees as assigned. Manage special projects that support the overall mission of Campus Recreation. Participate as a member of the Campus Recreation professional staff in the development and implementation of policies and procedures. In conjunction with Risk Management and HR, monitor and ensure compliance of required staff certifications. In the absence of the Assistant Director of Member Services, act in a public relations capacity for ARC and CRCE. Follow university and department cash‑handling policies and procedures. Assist subject matter experts with facility management system (Fusion). Enforce and maintain Campus Recreation policies and procedures as they pertain to usage of facilities on campus. Additional Physical Demands Position involves working primarily afternoon and evening hours while maintaining flexibility in schedule. Work is performed in a heavy traffic area consisting of students, staff, patrons, and large events. Position involves travel to and from the ARC and CRCE. Minimum Qualifications Bachelor’s degree. A total of one (1) year (12 months) in education, training and/or work experience in customer service. Demonstrated experience supervising staff. Must possess a First Aid and CPR/AED certification prior to, or within 30 days after, employment start date. Preferred Qualifications Bachelor’s degree in Recreation, Health and Kinesiology, or Business Administration. One year of supervisory experience with student staff. Knowledge, Skills and Abilities Strong communication skills and an ability to establish and maintain effective working relationships with other employees, faculty, staff, students, and community patrons. Ability to determine the needs of the Member Services program and make sound field judgments to ensure that a reasonable level of safety is achieved. Ability to manage multiple priorities and meet project review deadlines. Detailed knowledge of Customer Service/Member Services. Strong commitment to diversity and developing a comprehensive understanding of the need of diverse students and user groups. Benefits This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents. Work Authorization Sponsorship for work authorization is not available for this position. Equal Opportunity Employer Statement The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. The University also complies with all required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E‑Verify. Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requisition ID 1036001 Job Category Professional and Administrative #J-18808-Ljbffr