Member Services Supervisor

VERNON HILLS PARK DISTRICT•Vernon Hills, IL

3d•$45,000 - $54,900•Onsite

About The Position

Under the direction and supervision of the Assistant Facility Manager, the Member Services Supervisor will assist the public as it relates to the Park District. Model outstanding customer service via membership experience, in unison with District business procedures. Oversee front desk operations, and fitness attendants, register participants, secure memberships, serve as receptionist/greeter for visitors and perform miscellaneous clerical duties. Essential job functions relate to Lakeview Fitness, unless otherwise specified.

Requirements

Candidate must be a high school graduate or equivalent.
At least three years relevant experience is required.
Position requires strong people and customer service skills and the ability to communicate effectively with the staff and public.
Effective management skills, proficient math skills, cash handling experience, the ability to follow through on detailed work and solid computer and keyboard skills are required.
The successful candidate must be able to project a professional appearance.
Must have a CPR/AED certification or be willing to complete CPR/AED training within the first 60 days of employment.

Nice To Haves

supervisory experience is a plus.

Responsibilities

Train new Customer Service Representatives on registration software, front desk procedures, customer service expectations and District safety requirements
Follow up on daily member and guest experiences.
Review and submit daily reconciliation cash reports and submit monthly p-card statement and receipts.
Submit Accounts Payable and Receivable forms as needed.
Complete daily deposits and complete bank run for the Sullivan Center, Lakeview Fitness and Turtle Creek waterpark as needed and in cooperation with the Customer Service Supervisor – SCC.
Assist the Assistant Facility Manager with enforcement of facility standards for maintenance, safety, and cleanliness.
Provide tours of the Fitness Facility to potential members and the public.
Assist with identifying potential opportunities for new sponsors/partners for Lakeview fitness
Approve and manage membership holds and cancellation paperwork.
Communicate cancellations with the Assistant Facility Manager.
Regularly review Aging Report for Lakeview Fitness memberships, identifying and addressing overdue payments.
Track and collect regular failed membership payments, approve and process membership refunds.
Register customers for programs, events and memberships using registration software
Submission and oversight of budget for Customer Service, and building office supplies.
Revise, review, and enforce Front Desk Procedures Manual, at least annually, and as needed
Maintain Receptionist Shared Drive
Provide annual tax forms for membership fees upon request
Review seasonal program guide and monitor website for accurate general facility information
Perform “Manager on Duty” responsibilities during early morning, night and weekend shifts and cover shifts at the front desk on a regular basis
Perform Review daily facility activities; be familiar with current classes and programs related duties as required by management to meet the needs of the district and the customer i.e. other duties as assigned
Manage staff schedules and process bi-weekly payroll for supervised staff.
Address patron feedback, coworker communication and resolve issues promptly to maintain a positive experience.
Must have ability to deal with people and children under stressful situations.
Participate in professional development, including workshops, committees, and conferences.
Ability to represent the Park District professionally.
Maintain working knowledge of District and departmental safety rules.
Attend required safety meetings and in-service trainings.
Follow the Risk Management Manual, Emergency Response Plan, and OSHA compliance policies.
Ensure Emergency Operation Plan and Safety Checklist are completed before each event.
Apply common sense and follow verbal, written, or diagrammed instructions.
Solve problems with several concrete variables.
Maintain a high level of confidentiality.
Must be able to build relationships with the public, customers, internal supervisors and staff, and external vendors and providers to ensure smooth-running operations.
Lift objects up to 40 lbs.