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Position Title: Member Services Representative Organization: Division of Student Affairs Department: Campus Recreation
Hourly Wage: $10.15
Average Hours/Week: 10-14, additional hours scheduled as needed
Supervisor: Director

General Purpose:

The Member Services Representative is a customer service position with responsibilities in the areas of member management and sales. The role of the Member Services Representative is to check in members as they arrive for their workouts, handle all phone calls and emails and sell memberships.
Specifically, the Member Services Representative is responsible creating a positive member experience by providing a superior level of customer service to members, and prospective members.

Essential Duties and Responsibilities:

·        Greet members, prospective members and guests, providing exceptional customer service.
·        Handle all front desk related activities including:
o   Answer incoming phone calls
o   Respond to emails during shift
o   Check members into the system
o   New member sign up
o   Provide tours as necessary
·        Assist Fitness Center Attendant with equipment check out as needed
·        Assist in maintaining the neatness and cleanliness of the center
·        Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Director or Director as needed

Minimum Qualifications:

·        Candidates enrolled in Kelly Business or Health and Human Sciences strongly preferred
·        Candidates who enjoy fitness and recreation preferred
·        Candidates must display an eagerness to learn and work with others
·        Customer service background preferred; able to interact in a positive and professional way with members and co-workers, exceeding the member's expectations
·        Basic computer proficiency
·        Upbeat and positive attitude
·        Punctuality and reliability is a must
·        Must be a current IUPUI student
·        Must be able to occasionally lift up to 45 lbs
·        Will occasionally encounter chemicals during shift


Knowledge, Skills, and Abilities Gained in this Role:

As a result of employment, the team member will be able to demonstrate each of the IUPUI Profiles of Learning for Undergraduate Success (IUPUI+). Below are specific sample learning outcomes based on the IUPUI+.

Profile 1: Communicator

The IUPUI Student conveys ideas effective and ethically in oral, written, and visual forms across public, private, interpersonal, and team settings, using face-to-face and mediated channels. Communicators are mindful of themselves and others, listen, observe, and read thoughtfully, ask questions, evaluate information critically, create messages that demonstrate awareness of diverse audiences, and collaborate with others and across cultures to build relationships. Member Services Representative display qualities of a Communicator by/though:
·        Articulating the differences in memberships, costs and how to pay for them
·        Answering phones and being able to assist the callers with a variety of questions

Profile 2: Problem Solver

The IUPUI Student works individually and with others to collect, analyze, evaluate, and synthesize information to implement innovative solutions to challenging local and global problems. Member Services Representative display qualities of a Problem Solver by/through:
·        Identifying what the customer needs

Profile 3: Innovator

The IUPUI Student builds on experiences and disciplinary expertise to approach new situations and circumstances in original ways, is willing to take risks with ideas, and pose solutions. Innovators are original in their thoughts and ask others to view a situation or practice in a new way. Innovators are good decision makers, can create a plan to achieve their goals, and can carry out that plan to its completion. Innovators use their knowledge and skills to address complex problems in order to make a difference in the civic life of communities, and to address the world’s most pressing and enduring issues. Member Services Representatives demonstrate qualities of an Innovator by/through:
·        Offer exercise cues and technique help based on past expertise and formal education
·        Adapt to new situations that are presented daily

Profile 4: Community Contributor

The IUPUI Student is an active and valued contributor on the campus and in communities locally and globally. They are personally responsible, self-aware, civically engaged, and they look outward to understand the needs of the society and their environment. They are socially responsible, ethically oriented, and actively engaged in the work of building strong and inclusive communities, both local and global. Member Services Representative display qualities of a Community Contributor by/through:
Accept constructive feedback to build professional experience