Primary Purpose of the Position
The primary purpose of the position is to provide administrative and managerial leadership to the Campus Recreation and Wellness Customer Service operation through oversight of the facility front desks and weight rooms. This position functions as the lead administrator for Customer Service in regards to planning, scheduling (When To Work or similar), payroll, pass management, utilizing point of sale and program registration software (Fusion or similar), inventory control, cash handling, budgeting, organization, personnel, verifying data, report writing, summarizing and reconciling information and/or financial data, records management, data collection, personnel administration, and implementation of critical administrative functions for Customer Service operations.
Work requires knowledge of Campus Recreation and Wellness programs and program policies, procedures and information systems in order to communicate, process, and provide information to customers in a timely and effective manner. The range of duties additionally include but are not limited to assisting with program and facility assessment, marketing, risk management, and emergency action plan review/development. This position supervises 70+ student staff members (hires, trains, supervises, and evaluates).
Responsibilities and Duties
The Customer Service Coordinator supervises approximately 70 student employees who work in the Customer Service and Weight Room areas. The Coordinator demonstrates the importance of maintaining good customer relations with employees. The Coordinator is responsible for hiring, training, scheduling and evaluating the performance of the student employees. The Coordinator prepares work schedules for staff at the beginning of each fall, spring, summer semesters, and as necessary for holidays and abbreviated hours. The Coordinator conducts mandatory meetings for the purpose of extensive training and providing information to employees. The Coordinator communicates with all employees regularly regarding policies/procedures and weekly programs and events. Provides training, coaching, and feedback regularly to ensure employees are able to provide a high level of customer service to members, potential members, and non-member participants. Reviews time sheets for accuracy and submits them to payroll personnel as required.
The Customer Service Coordinator introduces and incorporates the CRW’s 8-Leadership Competencies (integrity, self-awareness, conflict-resolution, adaptability, effective reasoning, communication, initiative and mentorship) and the 8 Dimensions of Wellness (Environmental, Emotional, Intellectual, Physical, Social, Spiritual, Occupational, and Financial) into the interview process, training, supervision, and evaluation of all student staff members.
The Customer Service Coordinator composes memos and policy interpretations that are sent out as needed to ensure consistency and knowledge. The Customer Service and Weight Room areas requires daily supervision, which includes the establishment of policies regarding facility access, equipment checkout, weight room equipment checks, and the laundry service. The Coordinator monitors all student employees to ensure consistency. Additional supervisory and training responsibilities include: monitoring accuracy of information provided to customers, ensuring proper membership sales, ensuring correct logging of lost and found items, and monitoring weight room equipment and laundry service. The Coordinator is responsible for the administrative oversight of equipment checkout, which includes: monitoring quantity and condition of equipment, determining and collecting late/lost fees, and issuance of student record tags as necessary. Evaluations are given to each student employee at the end of each semester. The Customer Service Coordinator trains the Customer Service staff to control the facility access at the Student Recreation Center and the Health Science Student Center recreation space. Facility access is gained through student fees or a membership to the Campus Recreation and Wellness. The Coordinator will work with the Business Team to coordinate the implementation and sales of memberships, guest passes, and dependent passes at the Customer Service desk. When there is concern about access, the Customer Service Coordinator will investigate all issues, inform the Assistant Director of Communication & Promotions and the Associate Director of Facility Operations and recommend solutions. This position reports to the Assistant Director of Communication and Promotions.
Customer Service (40%)
Facility Access: The Coordinator has direct responsibility for the administration of the Customer Service and Weight Room areas and controls the access to the Student Recreation Center and Health Science Student Center recreation space. The Coordinator also assists with policy development and formulation of rules and regulations related to member eligibility and access control. The decision and the direction of this position will directly impact 2,500 members and participants daily. Developing assessment tools such as surveys and statistics to analyze effectiveness of Customer Service at the Recreation Centers is also a major component. The Coordinator oversees, refines, and improves service to members. The Coordinator develops and maintains positive relationships with members and prospective members. Responsible for managing Guest Passes and generating Guest Reports for weekend operations.
Equipment: The Coordinator supervises the Weight Room equipment checks and check out equipment (basketballs, racquets, jump rope, etc) procedures. These procedures involve creating training manuals, preventative maintenance procedures, training staff on Fusion (or similar) software systems, implementation of the processes, inventory, and follow up. The Coordinator can grant appeal of fees or levy fees based on check out equipment damage or failure to return equipment.
Lost and Found: The Coordinator supervises and monitors the collection and organization of lost and found items. The Coordinator will review the lost and found documentation weekly. He / she will establish procedures to ensure the security of all items and the accountability of staff. If items have gone unclaimed, the Coordinator will distribute these items to the police department or the local charity.
Safety Service: The Coordinator will ensure that safety processes are followed to ensure a safe recreational experience is provided. The Coordinator will assist with the emergency action plan review and updates along with other risk management issues. The Coordinator will ensure that all Customer Service employees are certified in First Aid, CPR, and AED.
Laundry Operations: The Coordinator is responsible for routine checks as it relates to the washers and dryers. The Coordinator routinely checks the chemicals in the washer, the heat in the dryers, and the lint in the dryer tray to ensure that towels, clothing, and jerseys are washed hourly. The Coordinator is responsible for all maintenance of the laundry equipment and makes necessary phone calls and purchases request for labor, parts, and service in collaboration with Facility Operations staff. Additionally, the Coordinator is responsible for the purchase of towels, tracking of towel loss, and maintenance of adequate inventory.
Cash Management: The Coordinator oversees the transactions of Customer Service daily. He/she is responsible for the administration of cash reconciliation, POS sales, membership sales, program registration, deposits, etc.
Assessment: The Coordinator will assist staff with assessment of programs and facility operations.
Systems Management (10%)
The Customer Service Coordinator will utilize CRW’s Fusion (or similar) software to meet the needs of Campus Recreation and Wellness for program registration, scheduling, membership sign up and renewal, the tracking of member visits and transactions, and equipment check-out. The Customer Service Coordinator is responsible for keeping up to date with the software by going to conferences, participating in webinars and eLearning trainings online.
Planning & Organizing (5%)
The Customer Service Coordinator represents CRW and therefore complete accuracy and attention to detail in directing the logistics, preparation of materials, and marketing for the Customer Service area. The Customer Service Coordinator must be capable of assessing needs and setting priorities. This position must be innovative in resolving problems. Coordinator must have CRW programmatic knowledge in order to provide training to student staff and disseminate information accurately to members and guests. Ability to multi-task and produce accurate reports is essential.