"Member Services Representative"

General Purpose

Under the supervision of the Member Services Coordinator, the Member Services Representative is responsible for fulfilling all job responsibilities necessary to maintain the daily operations of the Aztec Recreation Center, ARC Express, Racquetball, Recreation and ENS 700 Fields. Overall, the Member Services Representative provides a high standard of the Aztec Recreation experience with a focus on customer service and safety.

Essential Duties & Responsibilities

Primary Functions

• Consistently and confidently enforces all Aztec Recreation policies to ensure a safe and enjoyable environment for all members and guests
• Provide quality front line customer service to all members and guests both at facility desks and while stationed on facility floors
• Maintain facility security by verifying participant eligibility and identification
• Check out and maintain equipment according to Aztec Recreation policy
• Supervise all activities taking place throughout the facility
• Set-up and break-down of facility spaces for daily operations, programs, and special events
• Position includes daily cleaning and organization of the facility and exercise equipment as well as laundry
• Conduct facility equipment inspections and complete daily reporting including participation counts
• Process guest, membership, and program registrations
• Effectively communicate membership benefits, available programming, and provide facility tours to prospective and current participants
• Responsible for completing and reconciling point of sale transactions including visit passes, memberships, retail, and program fees
• Serve as main point of contact for daily operations including facility reservations and key checkout
• Ensure the implementation of appropriate risk management plan including being confident as the first respondent to all injuries and incidents while completing required reports
• Other administrative and organizational projects as assigned

Customer Service and Collaboration

• Establishes and maintains working relationships with various A.S. and University departments
• Greets all customers in a timely manner
• Assists all customers while providing accurate information
• Primary facilitator of resolving customer concerns or complaints and enacting conflict resolution in response to participant issues while remaining courteous and professional

Safety

• Ensures all operations are conducted with safety of staff and customers as first priority and in accordance with the Injury and Illness Prevention Plan and other safety policies
• Adheres to Associated Students' Code of Safe Practices
• Reports accidents to supervisor and reviews changes required to avoid reoccurrence
• Ensures proper documentation is completed for each injury or incident (employee and/or non-employee) and forwards to supervisor
• Reports maintenance problems and/or broken and unsafe equipment to the appropriate party immediately

Qualifications

Minimum & Preferred Requirements

Education:

• Must be currently enrolled at San Diego State University, taking a minimum of 6 units

Experience:

• Previous front line customer service and cash handling experience required
• Knowledge of Aztec Recreation programs and facilities preferred

License & Certification:

• Must be certified in American Red Cross CPR, AED, and First Aid before the first day of work. We only accept in person or hybrid style class; no fully online certifications will be accepted.

Trainings:

• Must complete Gender Awareness, Sexual Harassment and Workplace Violence Prevention training within 30 days of hire
• Must complete Emergency Action Plan assessment annually

Performance Expectations

• Must be able to follow oral and written directions
• Must be punctual and regular in attendance: arrive on time and ready for the workday
• Must be able to take initiative and complete all assigned tasks with minimal supervision
• Must be comfortable and willing to initiate interactions with members and guests
• Must be able to work in a fast-paced environment, under pressure in stressful situations, and make respectable decisions
• Must be comfortable working with technology: tablets, computers, and communication devices

Knowledge, Skills & Abilities

• Excellent interpersonal skills: ability to work with and communicate effectively with a diverse population of students, staff, faculty, colleagues, and guests

Schedule & Working Conditions

This is a part-time position with a work schedule consisting of various shifts ranging from 5:00am-1:15am. Must be able to work up to 20 hours per week including holidays, early mornings, evenings and weekends; employee schedules vary according to business needs. Must attend regular department staff meetings.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work conditions may vary depending upon the scheduled location. While working indoors, the lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available and in a recreation environment with standard gym and sports equipment. When working outdoors, exposure to sun, heat, wind, rain, weather and other outdoor elements is expected. Work may involve exposure to unusual elements, such as extreme temperatures, dirt, dust, fumes, smoke, and/or loud noises.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical requirements include but are not limited to: walking, walking over rough or uneven surfaces, bending, stooping, climbing, and working in confined space, lifting, pushing, pulling and repetitively carrying loads up to 45 pounds unassisted and heavier loads with assistance. Work may require standing and moving for extended periods. Work may also require sitting and using office equipment such as computers for extended periods.

Relationships

Inside the Organization: Reports to the Member Services Coordinator & Manager. Works closely with the Operations Supervisor & Program Assistant. Additionally supervised by Member Services Leads & Program Assistants. Interacts with all Aztec Recreation staff.