Member Services Coordinator

Position Summary:

The Member Services Coordinator is primarily responsible for the day-to-day operations and supervision of the front desk team. In addition, the position is responsible for providing administrative support with memberships for The Kroc Center. The person in this position must have strong organizational skills with a keen eye for detail. They must be flexible and able to handle multiple priorities simultaneously, have good judgment, be able to work independently or with little supervision, be self-motivated, set priorities and apply excellent time management skills.

Duties and Responsibilities:

• Research membership accounts for payment history and any other needed demographics.
• Oversee training for new hires and ongoing training for front desk staff.
• Process membership changes and maintain correct billing information.
• Process refunds/credits as necessary.
• Assist Member Services Manager in support of department operations.
• Make the membership application and recording process efficient and effective.

• Manage the system of forms, applications, and reports so applications for membership and/or scholarships are processed/entered efficiently and promptly.

• Process memberships, scholarships, and programming transactions.
• Participate in hiring, scheduling, and reviews.
• Maintain open lines of communication with Member Relations Team and Member Services Manager.
• Provide consistent coverage during Kroc operating hours.
• Contribute to successful department operations through collaboration with other department teams.
• Demonstrate, monitor and coach performance standards at the Front Desk that reflect The Kroc Center's mission, vision, and core values.
• Handle telephone calls and customer contacts regarding billing and POS issues in a timely manner.
• All handling of cash and accounting procedures must adhere to The Salvation Army's policies and procedures.
• Assist with special/seasonal projects as required.
• Perform other related duties as requested.

General Qualifications and Proficiencies:

• Demonstrated education and/or experience in high level customer service, including money handling and POS usage.

• High attention to detail, consistent reliable follow through and able to prioritize and manage multiple projects and meet established deadlines.
• The ability to operate standard office equipment in an efficient manner is necessary.
• Must have computer skills, with working experience of Microsoft Office products. Ability to use new software programs with basic training.
• Problem solving skills required.
• Ability to present oneself in a professional manner and maintain confidentiality and sensitivity in relation to information and documentation is essential.
• Service-oriented team player who can take initiative, work independently and quickly adapt in a fast-paced environment.
• Must be able to read, write and communicate in English.
• Able to work weekends/evening hours.
• Valid driver's license and insured transportation.

Physical Requirements:

• Ability to sit for two to three hours at a time, ability to stand, stoop, or walk for a minimum of eight hours per day and lift and carry up to 25 pounds.
• Ability to grasp, push, pull objects such as files, file cabinet drawers and reach overhead.
• Ability to operate telephone.
• Ability to operate a desktop computer.

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

General Statements

The above is general in nature and is not intended to be exhaustive.

Equal Employment Opportunity: Minorities/Women/Disabled/Protected Veterans

Dedicated - Devoted to a task or purpose with loyalty or integrity
Team Player - Works well as a member of a group
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Computer skills, with working experience of Microsoft Office products. Ability to use new software programs with basic training. (required)
Experience in high level customer service, including money handling and POS usage. (required)