Coordinator of Customer Services

Overview

The Division of Student Affairs comprises over 30 departments, each responsible for providing various student support, services, and educational programs accessible to the university community.

With over full-time employees and over student workers, the Division supports Pirate success through environments that enhance student development, engagement, belonging, well-being, and career readiness.

• The Division strives to be a national leader in developing student experiences that positively transform lives and communities through work that makes students the focal point of our services, policies, and programming;
• creates a community where all feel safe, included, and welcomed; treats each other with dignity and civility, and recognizes every individual has rights, ideas, and beliefs;

maintains open and honest interactions, and delivers high-quality programming, services, and resources through continuous reflection and improvement.

Campus Recreation and Wellness (CRW) at East Carolina University engages the Pirate Community in recreational and wellness experiences by providing exceptional facilities, programs, and services.

CRW manages four flagship facilities, including two indoor and two outdoor locations. Indoor facilities include the Eakin Student Recreation Center, a state of the art , square foot facility located on ECU’s main campus, and a 30,-square-foot recreation and wellness center inside the 76,-square-foot student center ECU’s Health Sciences Campus.

The North Recreational Complex, a -acre sports complex that includes eight sports fields, a six-acre lake, disc golf course, boathouse, walking / jogging trails, outdoor fitness equipment, sandy beach area, beach volleyball courts, and an Odyssey challenge course and the 18-acre Blount Recreational Sports Complex round out the outdoor facilities.

Job Duties The primary purpose of the position is to provide administrative and managerial leadership to the Campus Recreation and Wellness Customer Service operation through oversight of the customer service desks and recreation management software.

This position functions as the lead administrator for Recreation Service Attendants in regards to planning, scheduling, payroll, pass management, utilizing point of sale and program registration software, inventory control, cash handling, budgeting, organization, personnel, verifying data, report writing, summarizing and reconciling information / financial data, records management, data collection, personnel administration, and implementation of critical administrative functions for Customer Service operations.

This position will report to the Senior Assistant Director of Communications & Promotions.The Coordinator of Customer Services is also responsible for the coordination and support of CRW customer experience programs and initiatives that ensures a world-class customer experience.

Assisting with the research, collection, database administration and analysis of customer data and feedback.

Essential Job Functions Talent Management (40%)

• Recruit, onboard, supervise, and evaluate multiple part-time student Recreation Service Attendants.
• Coach career growth by providing various methods of continuing education opportunities.
• Provide an environment that supports strengths-based learning through ongoing coaching conversations.
• Deliver frequent praise and recognition for excellent work.
• Create an environment where employees feel heard and appreciated for their contributions.
• Role model a management style that promotes well-being and self-care.

Customer Experience (30%)

• Maps the CRW customer journey and identify opportunities to proactively intervene.
• Responsible for bridging the gap between customers and the CRW brand to ensure that the touchpoints across the customers’ journey are engaging, efficient and effective.
• Champion opportunities to improve the overall Campus Recreation and Wellness experiences.
• Develops and maintains positive relationships with members and prospective members.
• Responsible for managing guest passes.
• Guides facilities frontline teams in effective customer issues resolution and handle any escalations.
• Documents processes and logging technical issues, as well as customer compliments and complaints.
• Responds to customer queries in a timely and effective manner.
• Assist with assessment of facility operations.
• Assists with development and annual reviews of rules and regulations related to member eligibility and access control.

Systems Management (30%)

• Oversight of CRW’s recreation management system (Fusion) to meet the needs of program registration, scheduling, membership enrollment and renewals, the tracking of member visits and transactions, and equipment check-out.
• Manage and input departmental program offerings to maintain consistency among units.
• Install software on workstations as needed.
• Maintain knowledge and skills related to software by going to conferences, participating in webinars, and virtual trainings.
• Manage access to the Eakin Student Recreation Center and Health Science Campus Recreation Center.
• Manage lost and found / abandoned property in Campus Recreation & Wellness spaces.
• Conduct routine checks as it relates to the washers and dryers.
• Maintain adequate inventory of towels and equipment.
• Cash Management : Oversee daily transactions, cash reconciliation, Point of Sales, program registration.

Other duties as assigned. Minimum Education / Experience Master’s degree required; or Bachelor’s and 2 years of related experience.

CPR / AED and First Aid certification or the ability to obtain within 30 days of hire date.

North Carolina Driver’s License or the ability to obtain within 30 days of hire date.

Experience in financial transactions, cash handling, and reconciliation.

Demonstrated experience with facility management, scheduling, and workflow software. License or Certification Required by Statute or Regulation N / A Preferred Experience, Skills, Training / Education Master’s degreeOne or more years of customer service experience

Excellent written and verbal communication skills

The ability to work independently and as part of a team

Experience working with Fusion Recreation Management software.

CPR / AED and First Aid instructor certified.

Demonstrated ability to manage and resolve conflicts, effectively supervise and motivate part-time staff, and build positive relationship with members and guests.

Computer utilization skills Special Instructions to Applicant Additional Instructions to Applicant In order to be considered for this position, applicants must complete a candidate profile online via the PeopleAdmin system and submit any requested documents.

Additionally, applicants that possess the preferred education and experience must also possess the minimum education / experience, if applicable.

Job Open Date 07 / 29 / Open Until Filled Yes Job Close Date - Positions will be posted until 11 : 59 p.m. EST on this date.

If no closing date is indicated, the position may close at any time after the initial screening date. Initial Screening Begins Rank Level