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Member Services Agent
5 months ago
**Job Purpose**:
This position reports directly to the Assistant Director, Customer Engagement & Operations and receives leadership from the Sales & Special Events Coordinator (Team Lead). The Member Services Agent delivers front-line customer sales and service for the Trent Athletics Centre, with a focus on membership, program sales, and registration for community and student intramural programs. As the frontline welcome centre for the Athletics Centre, this position ensures that a high-quality experience is delivered to all Trent students and the community.
Additionally, this individual provides facility oversight and supervises the Athletics Centre during hours in which full-time administrative staff are not on-site, including providing leadership to part-time student staff. The Member Services Agent must be able to work weekdays (day and evening) and weekend shifts.
**Key Activities**:
**Sales & Customer Service**
- Provides exemplary customer service for busy front desk in the Athletics Centre (AC), meeting the needs of a varied group of individuals (students, user groups, community members, families attending swimming lessons, etc.).
- Responds in a professional and timely manner to inquiries, complaints or suggestions from students or the public, providing effective follow-up as required, adhering to the Athletics Department Customer Service Commitment.
- Leads by example by consistently promoting a positive and professional image and encouraging a welcoming environment and courteous service to every visitor of the Athletics Centre.
- Provides support and coaching to student staff in customer service and are knowledgeable in all program areas to respond to inquiries effectively.
**Administration**
- Uses recreation management software (Perfect Mind) to process student registrations (campus recreation); community memberships and program registration.
- Oversees collection by student staff of fees for memberships, programs and merchandise sold at front desk.
- Ensures that cash registers are balanced daily and works with Finance & Facility Booking Coordinator to investigate and reconcile any discrepancies.
- Reviews and responds to student and customer inquiries regarding accounts and financial activity, and makes adjustments, as needed, processing refunds, credit notes or additional charges.
- Prepares customer statements and tax receipts, as requested.
- Creates regular reports to send to the Parking Office to request parking passes for new members.
- Oversees coordination of locker rentals, including: assigning new locker rentals; monitoring and communicating locker rental end date and renewals; overseeing the removal of locks from unrented lockers.
- Generates member reports and reconciles monthly Payroll Department data to ensure that Trent Staff/Faculty membership fees are accurately applied by Payroll Deduction.
**Human Resources**
- Assists the Sales & Special Events Coordinator with the hiring process for student staff to support the operation of the Sales Centre and for special events.
- Assists in maintaining the student staff schedule for the Sales Centre to ensure that an appropriate level of staffing is in place for service delivery and to meet safety requirements.
- Assists in delivering training programs to part-time student staff, including recreation management software, customer service, and other Athletics Centre programs and services.
- Supervises student staff and develops staff through ongoing training, supervision, and coaching.
- Assists in overseeing student staff payroll entry into VIP.
**Facility Supervision**
- When on-shift, oversees the day-to-day operations of the Sales Centre.
- Provides support and direction to all part-time student staff in all program areas of the Athletics Centre when Administrative staff are not available on weekends and during evenings.
- Supports facility rentals with external and internal (other university department) users to coordinate set-ups, deal with issues arising from bookings (i.e. double bookings, lack of space, etc.), or responding to user group needs/requests.Ensures that appropriate set-up is in place for user groups.
- Completes facility checks on a regular basis and upon closing to ensure a high level of safety and security, including closing duties.
- Coordinates lost and found; contacts Security for items of value; arranges for donation of items to charitable organizations.
**Education Required**:
Two (2) years of post-secondary education (college or university) business, administration, or recreation management
**Experience/Qualifications Required**:
- Two (2) to three (3) years’ experience in administration, sales, or customer service (experience in a fitness or sport setting an asset).
- Excellent customer service and conflict resolution skills.
- Ability to balance the interests of a variety of client groups, adjusting priorities to meet client needs.
- Two to three years’ experience supervising staff.
- Strong s
