Member Services Supervisor PTS

Associated Students Inc•Pomona, CA

57d•Onsite

About The Position

Associated Students, Inc. employs student-focused professionals with equity-mindsets. Established in 1963, ASI is a non-profit corporation guided by a student board and managed by full-time professional staff. ASI is considered a part of the Cal Poly Pomona Division of Student Affairs with a dashed reporting line to Administrative Affairs. ASI serves the entire campus population, including over 27,000 students, by providing opportunities for student engagement, student employment, and a multitude of programs and services such as recreation and wellness, student union and activities, student government, and childcare. ASI operational support areas include human resources, financial services, information technology, facilities management, and marketing. ASI is engaged in the work of being a learning organization. Currently, the guiding ideas of the organization are “under construction” as the team re-imagines its vision, mission, and core values. ASI is looking for dynamic team members who value team learning, co-creation, and adaptability to best serve the needs of our students. The Bronco Recreation & Intramural Complex (BRIC) Member Services is the central location for information exchange of all programs, events, and general member questions. From memberships to registrations, BRIC Member Services utilizes a specialized software to track and maintain accurate member information. In addition, Member Services manages a fully stocked Pro Shop to provide members with a great selection of items for purchase. Under minimal supervision from the Customer Service Manager, the Member Services Supervisor provides programmatic oversight and supervision and directly supports the Customer Service Manager in overall program development and implementation. The Member Services Supervisor performs routine and complex assignments requiring specialized knowledge, prior relevant experience, and considerable independent judgment and decision-making. Must be available to attend mandatory in person meetings and training courses and be available for work during academic breaks.

Requirements

Basic Life Support and Administering Emergency Oxygen certification (Employment contingent on obtaining certification within 30 days of hire, training provided by ASI)
Six months to one year of cash handling experience
Demonstrated ability to lead student staff
Strong conflict resolution skills
Ability to react calmly and effectively in emergency situations and tense conflicts
Ability to follow routine verbal and written instructions
Ability to effectively communicate clearly and concisely, both verbally and in writing
Ability to maintain professional work conduct
Ability to make independent decisions and make recommendations
Ability to adhere to work rules, follow directions, use time effectively and work productively without close supervision
Demonstrated ability to work with a diverse student population and campus community
Ability to operate a computer workstation using word processing, spreadsheet, and other computer applications
Ability to satisfactorily complete a background check (including a criminal records check)

Nice To Haves

One year of outstanding customer-oriented service skills and related work experience, preferred
Advanced proficiency using membership management software, preferred
Six months to one year of supervisory or lead experience, preferred

Responsibilities

Assist with the overall management of the Member Services program
Maintains a high standard of customer service and leads the team to deliver this as well.
Provide assistance and guidance to Member Services team members encountering challenges or seeking supervisory support during conflict resolution. Assist in the recruitment, selection, training, and performance management of Member Services staff, including handling logistics and participating in reviewing and screening applicants. Actively participate in the selection process.
Assist with planning, implementation, execution, and assessment of training of procedures
Proactively drives the development and implementation of Member Services programs and initiatives. Draft and continually assess standard operating procedures to ensure operational efficiency and follows policy requirements
Prepare and maintain activity reports using the Customer Management System (Fusion), including administrative tasks such as cleaning up duplicate information, auditing member account notes, and manage related administrative projects surrounding memberships
Facilitate refund setups for approved transactions from other BRIC units
Attends develops, and executes team, ASI or BRIC All-Staff orientations and trainings
Support overall cash handling management by conducting daily reconciliations, investigating discrepancies, and providing guidance to staff on correct processing procedures.
Assist with deposit pickups/deliveries and ensure timely posting of deposit summaries to Financial Services.
Maintain Pro Shop inventory by monitoring levels, requesting orders as needed, updating Fusion with accurate stock information, and researching and recommending new products for sale. Checking BRIC membership and Campus Rec emails daily and responding to inquiries and/or getting people to the correct departments for information being requested.
Enforce rules and regulations regarding use of the Bronco Recreation and Intramural Complex (BRIC) and teaching the Member Services Attendants the best practices on how to respond to violations of the Bric Facilities Use Manual and the Student Code of Conduct.
Provide emergency care and treatment that aligns with CPRO certification until the arrival of emergency medical services
Assist with planning events and activities related to member appreciation
Perform other related duties as assigned