Coordinator, Member Services

The Division of Academic & Student Affairs (DASA) is where students discover connections and community. It is where students live, where they gather, where they improve themselves, each other, and their university. DASA is where students seek guidance and support, both in and outside of the classroom. The division serves all students at NC State through three integrated components: academic affairs, student affairs, and University College.

The Division of Academic and Student Affairs is the place to work for values-driven faculty and staff who are passionate about promoting the success of the whole student.

NC State was named a great place to work in the 2022 Forbes annual survey as the best large employer in North Carolina. The Division of Academic and Student Affairs is the place to work for faculty and staff who are passionate about promoting the success of the whole student.

NC State Wellness and Recreation empowers the Wolfpack community to thrive. Together, we explore and grow in these six elements of wellness: purpose, financial, physical, emotional, social, and community.

We value movement and inspire behaviors that improve health and well-being. Our programs, services, and facilities enhance academic success by assisting students in developing the skills and resilience needed for college and beyond.

To learn more about Wellness and Recreation and our mission, visit https://wellrec.dasa.ncsu.edu/about/.

Essential Job Duties

NC State University is seeking an energetic, innovative, student-centered leader for the position of Coordinator, Member Services. We seek an individual with proven leadership experience capable of working in a fast-paced, results-oriented team. This position will empower student staff to cultivate world-class wellness and recreation programs, services and facilities that promote and enhance student success inside and outside of the classroom.

The Coordinator, Member Services will provide leadership and manage the Wellness and Recreation Member Services program. This position is responsible for developing and executing a strategic plan to increase revenues through recruiting and retaining non- student members. Revenue expectations exceed $900k annually.

• Recruit, hire, train, supervise, mentor and coach approximately 75 member services student staff responsible for access control, membership sales and customer service for Department of Wellness and Recreation programs, services and facilities.

• Provide instruction and development opportunities for staff through training, coaching, and performance evaluations that incorporate student learning outcomes. Specific outcomes include critical thinking, creative thinking, problem-solving, quality customer service, conflict resolution, initiative, communication, innovation, and other transferable skills.

• Develop and execute ongoing customer service training program for student member services student staff to ensure goals, objectives and outcomes are met. Ensure a high level of integrity, teamwork, communication and initiative of all staff.

• Manage the departmental comprehensive membership and point of sale system. Includes implementing PCI compliance, payment transactions and daily transaction reconciliation.

• Develop and implement strategic plans for recruiting and retaining non-student members. Specific initiatives may include member incentive programs, special events and outreach presentations.

• Develop customized plans for affiliated groups interested in providing memberships for employees. Strengthen relationships with campus and external partners and prospective partners through presentations, marketing campaigns and other outreach to connect groups with healthy, active lifestyle resources.

• Coordinate with the marketing team to develop high-quality marketing materials to promote membership sales to meet revenue goals.

• Organize and provide facility tours for students, potential members, alumni, and internal/external groups and organizations.

• Serve as the primary point of contact and to more than 2,800 non-student members. Assist members in resolving conflicts, concerns and problems that occur within Wellness and Recreation programs, services and facilities.

• Develop and implement tools to measure member satisfaction; generate routine satisfaction reports.

• Assist with the development and execution of assessment programs and/or service areas.

• Participate in the overall assessment planning, goal setting and annual report data collection.

Other Responsibilities

Assist as needed in all required departmental functions.

Qualifications

Minimum Experience/Education

Bachelor's degree; or an equivalent combination of training and experience.

All degrees must be received from appropriately accredited institutions.

Other Required Qualifications

• Demonstrated knowledge of national trends and best practices in collegiate recreation membership services and sales;

• Demonstrated ability to work autonomously with initiative, critical and creative thinking;

• Demonstrated ability to collaborate, develop partnerships and work effectively as a member of a fast-paced, results-oriented team;

• Demonstrated knowledge of theories and practices in promoting student development and learning;

• Excellent written and verbal communication skills;

• Demonstrated experience organizing and developing leaders through practical application and learning;

• Demonstrated success managing, supervising, and mentoring student employees;

• Demonstrated integrity and ethics,;

• Commitment to promoting healthy, active lifestyles.

Preferred Qualifications

• Successful professional, internship or graduate assistantship experience in member services or facility management.

• Previous professional experience in collegiate recreation member services or facility management.

Required License or Certification

n/a

Valid NC Driver's License required No Commercial Driver's License Required? No