Department of Human Resources
OPSEU Job Description
Job Title:
Job Number:
NOC:
Band:
Department:
Supervisor Title:
Member Services Agent
SO-343
1414
5
Athletics & Recreation
Assistant Director, Customer Engagement & Operations
Last Reviewed:
November 13, 2013
Job Purpose
Reporting to the Assistant Director, Customer Engagement & Operations, the Member Services
Agent delivers front-line customer sales and service for the Athletics Centre, with a focus on
membership, program sales, and registration for student intramural programs. This individual
interacts with and provides service to students, staff and faculty, community members, rental
groups, clients and the general public.
Key Activities
Customer Service & Sales;
1. Provides exemplary customer service for busy front desk in the Athletics Centre (AC),
meeting the needs of a varied group of individuals (students, user groups, community
members, families attending swimming lessons, etc.).
2. Acts as a key public relations and customer service contact for the TCSRC, projecting a
positive and friendly image for the Centre.
3. Supports membership sales by providing tours and consultations to prospective
members, and providing information about the facility and its membership and program
opportunities. Completes visitor tracking information daily, ensures that phone
messages are returned, and email enquiries are answered.
4. Provides leadership to student staff on membership sales, communicating
daily/weekly/monthly sales targets, providing advice on sales tactics, encouraging
proactive response to prospective members.
5. Has a strong understanding of the programs and services offered by the Centre.
Provides visitors and facility users with facility usage/program information, responds to
inquiries by telephone and in person about various programs offered by the Athletics
Department (varsity, intramural, memberships, swimming lessons, recreation programs,
sports and leadership camps, first aid/CPR courses, etc.)
6. Participates in weekly Sales Meetings with other departmental staff to review and
develop sales targets, strategies
Job Number: SO-343
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7. Provides leadership to student staff, acting as a resource to problem-solve on a variety
of customer service issues.
8. Calls prospective members who have visited the facility on a trial basis or as part of a
promotion to promote membership enrollment. Assists in tracking data on prospective
members, feedback, sales, etc.
9. Assists in handling difficult or contentious issues. Using conflict resolution skills, works
to de-escalate volatile situations and reach a resolution. Contacts Security if necessary.
Administration;
1. Uses client management software (CLASS) to: input and process TCSRC memberships,
process registrations for programs (fitness classes, aquatics, etc.), and register Trent
students for intramural leagues and events through the campus recreation program.
Maintains accurate records management system, both electronic and paper records for
memberships and program registrations.
2. Assists student staff in making account queries, or trouble shooting any issues that arise.
3. Collects fees for memberships, programs and merchandise sold at front desk. Issues
receipts as required. Balances cash register daily. Reviews and responds to client
concerns regarding accounts payable and facility use/events/programs.
4. Prepares, issues and maintains registration receipts, prepares lists for programs
(swimming, fitness, etc.).
5. Contacts members/clients, as requested by the Assistant Director, Customer
Engagement & Operations, to follow-up on membership renewals, account payments,
or other items related to membership and program sales.
6. Uses client management system (CLASS software and MS Excel) to create reports for the
Payroll office to ensure Trent Staff/Faculty membership fees are accurately applied via
Payroll Deduction. Maintains accurate records electronically for Human Resources’
Master Flex Benefits document.
7. Parking – Uses client management system (CLASS software and MS Excel) to develop
parking report for
memberships. Sends the membership request report to the
Parking & Security office to have passes issued.
Acts as first point of contact with the Parking & Security office to resolve parking issues
involving students,
members, rental groups, and all other visitors to the Athletics Centre.
8. Responsible for in/outgoing mail collections and shipping/receiving deliveries to/from
the facility.
9. Provides assistance and input to Assistant Director, Customer Engagement & Operations
in reviewing resumes and interviewing prospective student candidates. Provides
feedback on student staff performance.
10. Assists in reviewing resumes and interviewing prospective student candidates
11. Reviews facility booking calendar daily in CLASS to see events that are scheduled at the
Athletics Centre and logistical and set-up requirements for these events.
Facility Supervision;
1. Supports facility rentals with external and internal (other university department) users
(field, AC rooms, gym, pool) to coordinate set-ups, deal with issues arising from
bookings (i.e. double bookings, lack of space, etc.), or responding to user group
needs/requests. Arranges for and ensures that appropriate set-up is arranged for user
groups.
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2. Completes a full facility check to secure the building and field each night at closing
(indoor facilities and outdoor gates, Press Box, and storage sheds). Ensures that field
lights are turned off and all visitors and staff have left the facility.
3. Risk Management Duties – Provides or ensures that Athletics Centre staff provide first
response to emergencies in the Athletics Centre, in the Justin Chiu Stadium, or the
grounds outside the Athletics Centre, liaises with other AC staff who respond as well as
Emergency personnel. Creates, follows up on and files incident reports. Reviews and
follows up on Supervisor reports. Coordinates and leads Emergency Procedures training
for AC departments. Maintains MS student staff First Aid/CPR/WHMIS certification files.
Completes Fire Warden Training and serves in that capacity during emergencies.
Reviews and maintains information in the Emergency Procedures manual.
4. Varsity and Field Support – cleans, stores, and distributes uniforms and towels for
Varsity teams and special events.
Main point of contact in the AC for events held on the field such as Tournaments.
Distributes travel and first aid kits to travelling teams.
5. Laundry duties include supervising and training student staff to use industrial laundry
equipment for high-value varsity uniforms and large quantities of towels. Is responsible
for ordering laundry supplies and advising the Building/Pool Operator when repairs or
maintenance is required.
6. Lost & Found – supervises student staff in cutting locks from unrented lockers, and
bagging and storing items in
the appropriate bins. Assures that student staff clean and sort items to be ready to be
claimed, delivered to Security,
or to a Goodwill organization.
7. Provides support and direction to all student staff in all program areas of the Athletics
Centre when Administrative staff are not available on weekends and during evenings.
Analytical Reasoning
Indicate degree of complexity or difficulty of thinking and reasoning required by the job. Provide a
relevant work example that is typical of roles and responsibilities of the job (i.e. not an occasional duty).
Decision Making
Indicate the degree of freedom to exercise initiative or act independently in making day- to-day decisions.
Provide a relevant work example that is typical of roles and responsibilities of the job (i.e. not an
occasional duty).
Impact
Indicate the impact or consequence to the department or University of typical actions or decisions taken by
the job incumbent. Provide a relevant work example that is typical of roles and responsibilities of the job
(i.e. not an occasional duty).
Education
College Diploma in Business, Administration, or Recreation Management.
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Experience Required
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3 years directly-related experience in customer service and sales.
Proven experience and skills in customer service and sales. Ability to balance the
interests of a variety of client groups, adjusting priorities to meet client needs.
Experience providing leadership to student staff.
Communicates effectively with students, staff, faculty and members of the community,
using tact and discretion, treating others with respect.
Excellent organizational skills. Ability to meet deadlines within constant changing
environment and within changing priorities.
Good conflict resolution skills; ability to diffuse potentially volatile situations.
Communicates effectively with students, staff, faculty and members of the community,
using tact and discretion, treating others with respect.
Demonstrated ability to work independently and as part of a team.
The ability to work extended hours and evening hours is required.
Proficiency in application of Microsoft Office Suite (Word, Excel, PowerPoint).
Current Standard First Aid and CPR.
Responsibility for the Work of Others
Direct Responsibility
N/A
Indirect Responsibility
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Provides leadership to approximately 30 student staff members.
Communication
Internal:
 All Athletics staff, student staff, varsity coaches, other departments of the University as
needed.
External:
 Community – members, swim lessons, clients of sports medicine clinic, visiting teams, rental
groups.
Motor/ Sensory Skills
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Fine motor skills - Typing, data entry
Visual - Ability to see, read, use computer
Effort
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Mental:
 Focus - Ability to focus on detail in a busy and noisy environment
 Multi-task - Ability to shift focus from one priority to another quickly and manage
multiple tasks at the same time.
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Physical:
Standing, walking - May be required to walk from one area to another within the
Athletics complex or to the stadium field/outdoor spaces.
Lifting - May be required to lift small boxes
Working Conditions
Physical:
 Cold - Front desk is near doors – could feel draft, cold when weather is cold.
Psychological:
 Dealing with complaints and concerns - Responding to customer complaints or concerns
with the facility, programmes, registration, or other visitors
 Pace - Very fast pace required to keep up with large number of tasks and
high volumes of traffic, especially during registration times for swim lessons, etc.
 Interruptions - Constant interruptions during the day by clients, students, other staff.
Lack of privacy can be a factor
Job Description Approved by Human Resources (as per Article 17.1):
Name (print):
Signature:
Date:
Signatures - indicating that the job description has been read and understood:
Incumbent
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Immediate Supervisor:
Name (print):
Signature:
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Department Head/ Dean:
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Signature:
Date:
Job Number: SO-343
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Job Number: SO-343
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Last updated: June 10, 2014