Hybrid Member Services Supervisor PTS presso Associated Students, Inc., Cal Poly Pomona

Work Schedule: 16-20 hours per week; shifts based on operational need of the organization. This position will be working in person and on campus.  This position is expected to work during academic breaks, such as winter and summer break. 

OVERVIEW

Associated Students, Inc. employs student-focused professionals with equity-mindsets. Established in 1963, ASI is a non-profit corporation guided by a student board and managed by full-time professional staff.  ASI is considered a part of the Cal Poly Pomona Division of Student Affairs with a dashed reporting line to Administrative Affairs. ASI serves the entire campus population, including over 27,000 students, by providing opportunities for student engagement, student employment, and a multitude of programs and services such as recreation and wellness, student union and activities, student government, and childcare. ASI operational support areas include human resources, financial services, information technology, facilities management, and marketing.  ASI is engaged in the work of being a learning organization. Currently, the guiding ideas of the organization are “under construction” as the team re-imagines its vision, mission, and core values. ASI is looking for dynamic team members who value team learning, co-creation, and adaptability to best serve the needs of our students.

The Bronco Recreation & Intramural Complex (BRIC) Member Services is the central location for information exchange of all programs, events, and general member questions. From memberships to registrations, BRIC Member Services utilizes a specialized software to track and maintain accurate member information. In addition, Member Services manages a fully stocked Pro Shop to provide members with a great selection of items for purchase. 

POSITION DEFINITION

Under minimal supervision from the Customer Service Manager, the Member Services Supervisor provides programmatic oversight and supervision and directly supports the Customer Service Manager in overall program development and implementation. The Member Services Supervisor performs routine and complex assignments requiring specialized knowledge, prior relevant experience, and considerable independent judgment and decision-making. Must be available to attend mandatory in person meetings and training courses and be available for work during academic breaks.   

ESSENTIAL DUTIES 

• Assist with the overall management of the Member Services program
• Maintains a high standard of customer service and leads the team to deliver this as well. 
•  Provide assistance and guidance to Member Services team members encountering challenges or seeking supervisory support during conflict resolution. Assist in the recruitment, selection, training, and performance management of Member Services staff, including handling logistics and participating in reviewing and screening applicants. Actively participate in the selection process.
• Assist with planning, implementation, execution, and assessment of training of procedures 
• Proactively drives the development and implementation of Member Services programs and initiatives. Draft  and continually assess standard operating procedures to ensure operational efficiency and follows policy requirements
•  Prepare and maintain activity reports using the Customer Management System (Fusion), including administrative tasks such as cleaning up duplicate information, auditing member account notes, and manage related administrative projects surrounding memberships
• Facilitate refund setups for approved transactions from other BRIC units
• Attends   develops, and executes  team, ASI or BRIC All-Staff orientations and trainings
• Support overall cash handling management by conducting daily reconciliations, investigating discrepancies, and providing guidance to staff on correct processing procedures.
• Assist with deposit pickups/deliveries and ensure timely posting of deposit summaries to Financial Services.
• Maintain Pro Shop inventory by monitoring levels, requesting orders as needed, updating Fusion with accurate stock information, and researching and recommending new products for sale. Checking BRIC membership and Campus Rec emails daily and responding to inquiries and/or getting people to the correct departments for information being requested.  
• Enforce rules and regulations regarding use of the Bronco Recreation and Intramural Complex (BRIC) and teaching the Member Services Attendants the best practices on how to respond to violations of the Bric Facilities Use Manual and the Student Code of Conduct.  
• Provide emergency care and treatment that aligns with CPRO certification until the arrival of emergency medical services
• Assist with planning events and activities related to member appreciation
• Perform other related duties as assigned 

QUALIFICATIONS

• Basic Life Support and Administering Emergency Oxygen certification (Employment contingent on obtaining certification within 30 days of hire, training provided by ASI)
• One year of outstanding customer-oriented service skills and related work experience, preferred
• Six months to one year of cash handling experience
• Advanced proficiency using membership management software, preferred
• Six months to one year of supervisory or lead experience, preferred 
• Demonstrated ability to lead student staff 
• Strong conflict resolution skills
• Ability to react calmly and effectively in emergency situations and tense conflicts
• Ability to follow routine verbal and written instructions
• Ability to effectively communicate clearly and concisely, both verbally and in writing
• Ability to maintain professional work conduct
• Ability to make independent decisions and make recommendations
• Ability to adhere to work rules, follow directions, use time effectively and work productively without close supervision
• Demonstrated ability to work with a diverse student population and campus community
• Ability to operate a computer workstation using word processing, spreadsheet, and other computer applications 
• Ability to satisfactorily complete a background check (including a criminal records check)

POSITION SENSITIVITY

Based on the duties and responsibilities of this position, this position has been designated to be a sensitive position with access to sensitive data.  A background check (including a criminal records check) must be completed satisfactorily before any candidate can begin employment with Associated Students, Inc., Cal Poly Pomona. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current ASI employees who apply for this position.  

BACKGROUND CHECK

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with Associated Students, Inc., Cal Poly Pomona. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current ASI employees who apply for this position. 

EMPLOYMENT ELIGIBILITY 

Employment with ASI is open to any Cal Poly Pomona student who is eligible to work and has the legal right to work in the United States. In addition, student employees must be currently enrolled in a minimum of 6.0 units (undergraduate) and 4.0 units (graduate), international student employees must be enrolled in a minimum of 12.0 units (undergraduate) and 6.0 units (graduate) at the end of the add-drop period. Student employees are required to have a minimum overall and Cal Poly Pomona GPA of 2.0 and be in good academic standing with the University. Individuals enrolled only in Extended University are not eligible for hire. Exceptions to the unit load requirement are allowed during the summer term and for students who have applied for graduation for the current term. 

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently required to sit, talk, and hear; manual dexterity, eye-hand coordination, and verbal communication; use of office equipment: telephones, calculator, copier and fax. Must be able to walk, stand, bend, and lift up to 45 pounds.  

MANDATED REPORTING REQUIREMENT 

In compliance with the California Child Abuse and Neglect Reporting Act (CANRA) and the CSU Executive Order 1083, each ASI employee is designated as a mandated reporter and is required to sign an Acknowledgment of Mandated Reporter Status and Legal Duty to Report Child Abuse and Neglect.    

SYSTEMWIDE SMOKE AND TOBACCO FREE ENVIRONMENT EO 1108: 

Cal Poly Pomona is a smoke and tobacco-free campus. Please refer to the link below for policy information. http://www.calstate.edu/EO/EO-1108.html 

COVID-19 VACCINATION

CSU, along with Associated Students Inc., strongly recommends all staff who are physically accessing campus facilities or programs to be fully vaccinated against COVID-19, which includes obtaining a COVID-19 booster dose. See policy at https://calstate.policystat.com/policy/11030468/latest