Department of Human Resources

OPSEU Job Description

Job Title: Member Services Agent Job Number: SO-382 NOC: 1414 Band: 5 Department: Athletics & Recreation Supervisor Title: Assistant Director, Customer Engagement & Operations

Effective Date: March 11, 2015

Job Purpose Reporting to the Assistant Director, Customer Engagement & Operations, the Member Services Agent delivers front-line customer sales and service for the Athletics Centre, with a focus on membership, program sales, and registration for student intramural programs. This individual interacts with and provides service to students, staff and faculty, community members, rental groups, clients and the general public.

Key Activities Customer Service & Sales: 1. 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.). 2. Acts as a key public relations and customer service contact for the TCSRC, projecting a positive and friendly image for the Centre. 3. Supports membership sales by providing tours and consultations to prospective members, and providing information about the facility and its membership and program opportunities. Completes visitor tracking information daily, ensures that phone messages are returned, and email enquiries are answered. 4. Provides leadership to student staff on membership sales, communicating daily/weekly/monthly sales targets, providing advice on sales tactics, encouraging proactive response to prospective members. 5. Has a strong understanding of the programs and services offered by the Centre. Provides visitors and facility users with facility usage/program information, responds to inquiries by telephone and in person about various programs offered by the Athletics Department (varsity, intramural, memberships, swimming lessons, recreation programs, sports and leadership camps, first aid/CPR courses, etc.)

Job Number: SO-382 Page 1 of 5 Last updated: March 11, 2015 6. Participates in weekly Sales Meetings with other departmental staff to review and develop sales targets, strategies 7. Provides leadership to student staff, acting as a resource to problem-solve on a variety of customer service issues. 8. Calls prospective members who have visited the facility on a trial basis or as part of a promotion to promote membership enrollment. Assists in tracking data on prospective members, feedback, sales, etc. Administration: 1. Uses client management software (CLASS) to: input and process TCSRC memberships, process registrations for programs (fitness classes, aquatics, etc.), and register Trent students for intramural leagues and events through the campus recreation program. Maintains accurate records management system, both electronic and paper records for memberships and program registrations. 2. Collects fees for memberships, programs and merchandise sold at front desk. Issues receipts as required. Balances cash register daily. Reviews and responds to client concerns regarding accounts payable and facility use/events/programs. 3. Prepares, issues and maintains registration receipts, prepares lists for programs (swimming, fitness, etc.). 4. Contacts members/clients, as requested by the Assistant Director, Customer Engagement & Operations, to follow-up on membership renewals, account payments, or other items related to membership and program sales. 5. Uses client management system (CLASS software and MS Excel) to create reports for the Payroll office to ensure Trent Staff/Faculty membership fees are accurately applied via Payroll Deduction. Maintains accurate records electronically for Human Resources’ Master Flex Benefits document. 6. Parking – Uses client management system (CLASS software and MS Excel) to develop parking report for memberships. Sends the membership request report to the Parking & Security office to have passes issued. Acts as first point of contact with the Parking & Security office to resolve parking issues involving students, members, rental groups, and all other visitors to the Athletics Centre. 7. Responsible for in/outgoing mail collections and shipping/receiving deliveries to/from the facility. 8. Provides assistance and input to Assistant Director, Customer Engagement & Operations in reviewing resumes and interviewing prospective student candidates. Provides feedback on student staff performance. 9. Assists in reviewing resumes and interviewing prospective student candidates Facility Supervision: 1. Supports facility rentals with external and internal (other university department) users (field, AC rooms, gym, pool) 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. Arranges for and ensures that appropriate set-up is arranged for user groups.

2. Completes a full facility check to secure the building and field each night at closing (indoor facilities and outdoor gates, Press Box, and storage sheds). Ensures that field lights are turned off and all visitors and staff have left the facility. 3. Risk Management Duties – Provides or ensures that Athletics Centre staff provide first response to emergencies in the Athletics Centre, in the Justin Chiu Stadium, or the grounds outside the Athletics Centre, liaises with other AC staff who respond as well as Emergency personnel. Creates, follows up on and files incident reports. Reviews and follows up on Supervisor reports. Coordinates and leads Emergency Procedures training for AC departments. Maintains MS student staff First Aid/CPR/WHMIS certification files. Completes Fire Warden Training and serves in that capacity during emergencies. Reviews and maintains information in the Emergency Procedures manual. 4. Varsity and Field Support – cleans, stores, and distributes uniforms and towels for Varsity teams and special events. Main point of contact in the AC for events held on the field such as Tournaments. Distributes travel and first aid kits to travelling teams. 5. Laundry duties include supervising and training student staff to use industrial laundry equipment for high-value varsity uniforms and large quantities of towels. Is responsible for ordering laundry supplies and advising the Building/Pool Operator when repairs or maintenance is required. 6. Lost & Found – supervises student staff in cutting locks from unrented lockers, and bagging and storing items in the appropriate bins. Assures that student staff clean and sort items to be ready to be claimed, delivered to Security, or to a Goodwill organization. 7. Provides support and direction to all student staff in all program areas of the Athletics Centre when Administrative staff are not available on weekends and during evenings.

Education College Diploma (2 year) in Business, Administration, or Recreation Management.

Experience Required  3 years directly-related experience in customer service and sales.  Proven experience and skills in customer service and sales. Ability to balance the interests of a variety of client groups, adjusting priorities to meet client needs.  Experience providing leadership to student staff.  Communicates effectively with students, staff, faculty and members of the community, using tact and discretion, treating others with respect.  Excellent organizational skills. Ability to meet deadlines within constant changing environment and within changing priorities.

Job Number: SO-382 Page 3 of 5 Last updated: March 11, 2015  Good conflict resolution skills; ability to diffuse potentially volatile situations.  Communicates effectively with students, staff, faculty and members of the community, using tact and discretion, treating others with respect.  Demonstrated ability to work independently and as part of a team.  The ability to work extended hours and evening hours is required.  Proficiency in application of Microsoft Office Suite (Word, Excel, PowerPoint).  Current Standard First Aid and CPR.

Responsibility for the Work of Others Indirect Responsibility Provides leadership to approximately 30 student staff members.

Communication Internal:  All Athletics staff, student staff, varsity coaches, other departments of the University as needed.

External:  Community – members, swim lessons, clients of sports medicine clinic, visiting teams, rental groups.

Motor/ Sensory Skills  Fine motor skills - Typing, data entry  Visual - Ability to see, read, use computer

Effort Mental:  Focus - Ability to focus on detail in a busy and noisy environment  Multi-task - Ability to shift focus from one priority to another quickly and manage multiple tasks at the same time.

Physical:  Standing, walking - May be required to walk from one area to another within the Athletics complex or to the stadium field/outdoor spaces.  Lifting - May be required to lift small boxes

Working Conditions Physical:  Dealing with complaints and concerns - Responding to customer complaints or concerns with the facility, programmes, registration, or other visitors  Pace - Very fast pace required to keep up with large number of tasks and high volumes of traffic, especially during registration times for swim lessons, etc.  Interruptions - Constant interruptions during the day by clients, students, other staff. Lack of privacy can be a factor

Psychological:  Cold - Front desk is near doors – could feel draft, cold when weather is cold.  Position works 4 evenings per week as well as 1 day on the weekend

Job Number: SO-382 Page 5 of 5 Last updated: March 11, 2015