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Membership Services Supervisor

3 months ago

Victoria, Canada University of Victoria Full time

Organizational Unit- University of Victoria -> Student Affairs -> Athletics and Recreational Services- Location- University of Victoria - Victoria, BC V8W 2Y2 CA (Primary)
- Posting Close Date- 12 September 2024- Please note that positions will close at 4 p.m. on the closing date.- FTE- 0.7- Salary Grade- $4,363.00 - $4,525.00- Additional Posting Information:
- N/A- Salary posted will be pro-rated based on FTE and achieved as per the collective agreement, if applicable.- Classification- PB7- Hours of Work- Thursday 3 pm - 9 pm; Friday 3 pm - 9 pm; Saturday 9 am - 3 pm; Sunday 9 am - 3 pm- Employee Group:
- CUPE 951 - Regular- # of Hires Needed- 1- Category- Customer Service, Sports and Recreation- About this OpportunityThe University of Victoria is one of Victoria's largest employers and one of Canada’s best diversity employers. Together we are more than 5,000 dedicated faculty, librarians and staff supporting the University of Victoria’s diverse academic programs, world-class research and commitment to civic engagement.
- Job SummaryOne of six units with the Division of Student Affairs, Vikes Athletics and Recreation (ATRS) offers eight high performance varsity sport programs (soccer, rugby, basketball, and field-hockey, cross country/track, rowing, swimming and golf), competitive intramural and sport clubs, and a broad array of health and wellness programs to the university and broader community. As a sub-brand of the University, the Vikes programs have a high profile in the greater Victoria community, through partnerships, community programming, alumni outreach and events. Athletics and Recreation's commitment to excellence in sport, health and wellness, and customer service make it a key contributor to student success on campus, and the department plays a critical role in student recruitment and retention.

CARSA Membership Services provides access to Vikes Athletics and Recreation facilities, events and services, operating as a hub for all department activities and a first point of contact for the campus and broader community. Through Membership Services the Vikes offer event ticketing, fitness memberships, registered activities, intramurals, summer camps, birthday parties, student clubs, varsity programs, host a myriad of high profile community events, and manage facility-related programs such as squash court bookings, facility tours, equipment sales and rentals, and locker rentals.

The Membership Services Supervisor works in a fast-paced, hectic and physically and mentally demanding environment to administer, direct and support CUPE 917 front line staff, and assist in the CARSA Membership Services administration and customer service to ensure the client and patron experience is a positive one. This includes but is not limited to supervising a staff of up to four employees per shift, liaising with clients regarding membership requirements, handling as well as addressing any concerns, which are brought forward, and implementing emergency evacuation procedures as required.

This position will be responsible for providing exceptional courtesy, operational efficiency, safe work practices, support at events, and audience and client services. They will meet the highest standards of professionalism and appearance, with attention to decorum, etiquette and personal presentation. The Membership Services Supervisor is directly responsible for the member/patron experience at CARSA and the positive reflection of the University to the community at large.

The Membership Services desk is staffed seven days a week, from 6:00 am to 11:00 pm, requiring this position to have flexibility to work evenings and weekends according to operational requirements.
- Job Requirements**Skills**:

- Ability to effectively communicate with students, faculty, staff and the general public
- Ability to effectively carry out duties and responsibilities without direct supervision
- Ability to work under pressure and meet definitive schedules
- Ability to lead and motivate others such as student staff
- Ability to direct the work of others to meet objectives
- Demonstrated ability to contribute to respectful and inclusive relationships
- Ability to appropriately diffuse or identify unusual customer interactions for escalation
- Commitment to service excellence and the Vikes Edge
- Ability to lift materials up to 20kg, climb stairs, move frequently and assist patrons with mobility issues

**Specialized Knowledge/Education**:
Working knowledge of:

- Supervisory principles and practices
- Operational knowledge and experience with a variety of computer software including MS Office Suite, ticketing systems, recreation software, etc.
- Membership Services management principles and practices e.g. sales and customer service
- Vikes operations and policies/procedures
- UVic policies and procedures e.g. PCI, privacy, etc.

**Experience**:

- At least 6 months, or at least 120 hours, of experience at the CARSA Membership Services Desk or have e