Campus Recreation provides a welcoming environment that inspires the university community to engage in recreation and wellness opportunities. With approximately 500,000 square feet of state-of-the-art indoor recreation space, 75 acres of outdoor fields, and a diverse variety of fitness, wellness, and recreational programs, there are many opportunities for students to stay active.
We are seeking individuals with diverse backgrounds who can help foster communities that strive toward the mission of providing “A place for everyone.” This includes supporting the academic mission of the University by developing environments conducive to student learning and academic success, respecting, appreciating and advocating for the diversity of our student population, and supporting the holistic development of all our students.
PRIMARY POSITION FUNCTION/SUMMARY: The Assistant Director of Member Services is responsible for development and supervision of all aspects relating to Campus Recreation Member Services, including revenue generation and member recruitment and retention. Additionally, this position is responsible for training and supervising part-time staff, coordinating programs and providing recommendations for enhancements relative to the member experience.
DUTIES AND RESPONSIBILITIES:
Member Services Operations:
Administer a comprehensive Member Services operation.
Directly oversee all business transactions in the Member Services area including but not limited to sales, refunds, memberships, cash handling, etc. in accordance with Campus Recreation business office policies.
Communicate regularly with patrons regarding current Campus Rec events, facility hours, renewal opportunities, programs, services and other crucial information via direct email and other marketing efforts to enhance overall member satisfaction.
Establish membership goals around recruitment and retention; Create and implement strategic plans to accomplish goals.
Regularly assess member satisfaction through various survey methods and report findings to Campus Rec staff. Make recommendations regarding member experience based on findings.
Coordinate special passes for targeted user groups.
Create all IDs, as well as issuing guest passes.
Provide refund processing to patrons.
Provide support to the payroll deduction process, as needed.
Serve as the direct support for the management, application, and uses of the CSI program, including equipment and locker rentals in all facilities (excluding the Ice Arena and Adventure Recreation).
Continually research and evaluate the membership structure and determine feasibility of any potential structural changes in the payment options.
Assess, revise and make recommendations to the Associate Director for Financial Operations, matters relating to fees, supervision, budget and fiscal responsibilities.
Provide strategic leadership and vision for the departments’ customer service model.
Examine and assess new member recruitment, including potential quotas, overall percentage of revenue, and tracking members in various categories.
Hire, train, supervise and evaluate Member Services Staff including: Program Assistants, Member Service Managers and Customer Service Assistants.
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
Ensure that employees are well-versed in Campus Recreation policies and procedures.
Evaluate personnel via random shift audits and observations from professional and leadership staff.
Prioritize tasks and assign/delegate duties to part-time employees.
Provide direction, coaching and mentoring to student-staff.
Support the efforts of student staff development as needed including the development and implementation of training.
Develop marketing and promotion efforts around membership development and retention; in conjunction with the marketing department implement these efforts, which may include print information, website design and social media outreach.
Review, in conjunction with the supervising Associate Director for Financial Operations and Assistant Director of Risk Management, existing policies and procedures pertaining to the access of Campus Recreation facilities.
Enforce and maintain Campus Recreation policies and procedures as they pertain to membership and access.
Work alongside the Assistant Director for Events and Facility Scheduling, Student Development Coordinator and the Assistant Director of Facility Management in event coordination and building staffing needs.
Assist with night and weekend coverage as needed.
Participate in the development of programs, departmental objectives and long-range planning, by preforming research, providing recommendations and implementing plans as appropriate.
Track and Compile information and data in conjunction with monthly, mid-year and yearly reports. Including, but not limited to, Federal Work Study information, diverse student hires, and space usage and allocation. Utilize information to develop policies, procedures and strategic goals for Member Services for Campus Recreation.
Serve on Division and/or University committees as assigned.
SALARY AND APPOINTMENT INFORMATION: This is a full-time Civil Service Program Coordinator position appointed on a 12-month service basis. The expected start date is as soon as possible after July 31, 2019. Salary is commensurate with experience.
Applications must be received by July 31, 2019. Apply for this position using the “Apply for Position” button below. If you have not applied before, you must create your candidate profile at http://jobs.illinois.edu. If you already have a profile, you will be redirected to that existing profile via email notification. To complete the application process:
Step 1) Submit the Staff Vacancy Application.
Step 2) Submit the Voluntary Self-Identification of Disability forms.
Step 3) Upload your cover letter, resume (months and years of employment must be included), proof of academic credentials (unofficial transcripts or diploma may be acceptable) and names/contact information for three references.
In order to be considered as a transfer candidate, you must apply for this position using the “Apply for Position” button below. Applications not submitted through this website will not be considered. For further information about this specific position, contact Diane Dean, firstname.lastname@example.org. For questions about the application process, please contact 217-333-2137.
The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer.
Three years of demonstrated supervisory experience which includes one year of experience supervising customer service operations. (This experience can run concurrently.)
Comprehensive and detailed knowledge of Customer/Member Services
Prior experience working with students including those with vision, hearing, and physical disabilities
Strong commitment to diversity and developing a comprehensive understanding of the needs of diverse student and user groups.
Successful candidates will possess:
Strong written and verbal 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.
About University of Illinois at Urbana-Champaign
University of Illinois at Urbana-Champaign Campus Recreation provides over 450,000 square feet of indoor recreational space and 19 acres of outdoor fields, all with the goal of providing the University community with recreational and wellness opportunities. With six unique facilities offering numerous activities, Campus Recreation ensures that everyone can find a way to both have fun and stay active year-round.
University of Illinois at Urbana-Champaign Campus Recreation is a part of Students Affairs at the University of Illinois. From outside the classroom learning experiences, to physical and emotional wellness, leadership opportunities, global awareness, safety, fun, and career preparation, Student Affairs supports all aspects of student life at Illinois.