Grand Rapids Kroc Center -Membership Department Coordinator

Position: Membership Department Coordinator FLSA: Non-Exempt

Reports To: Membership Director Pay Grade: TBD

Grand Rapids Kroc Center Purpose Statement: Sharing the love of Jesus Christ by providing life-changing experience

Position Summary: The Membership Department Coordinator provides administrative support for the membership department. Responsibilities include coordination of membership scholarships and assisting with the collection of lost revenue from monthly recurring membership payments. This role includes rotational weekend welcome desk shifts and child-watch coverage as needed, and will maintain service standards, ensure safety protocol, and follow cash control procedures during this coverage.

Essential Responsibilities:

• Processing membership paperwork including new membership applications, cancelations, change forms, and renewals.
• Responsible as directed at preparing letters, memos and reports; maintaining files; performing clerical duties.
• Update membership accounts for credit card updates and payment information.
• File and organize all related paperwork and maintain security of membership information in an organized manner.
• Preparing and reporting statistical data for membership/day pass/ scholarship usage.
• Prepare agendas and take minutes as directed for Membership meetings.
• Responsible for maintaining department calendar information.
• Process as scholarship applications and renewals.
• Maintain the scholarship database tracking all applicants' information and scholarship status and redemption rates.
• Responsible for tracking scholarship member facility usage and payment history.
• Communicate with all scholarship recipients to ensure scholarship forms are correctly completed and all necessary information is submitted.
• Provide all necessary information to the Membership Director to determine scholarship award levels and eligibility.
• Contacting members (i.e. telephone, e-mail, letter) whose credit cards decline for the monthly recurring payment.
• Collect past due payments and NSF fees from members.
• Manage customer retention issues and membership account accuracy within membership software.
• Manage and find resolutions for customer complaints.
• Update member's credit card information for monthly payment to collect future payments.
• Assist with POS transactions and cash handling as needed.
• Provide membership department coverage on a weekend rotation with the Welcome Desk Manager as needed. Ex. Every other Saturday- rotating with the Welcome Desk Manager or providing coverage to accommodate sick-time.

Additional Responsibilities:

Qualifications:

Education/Experience:

• Associate's degree in related field of administration, business, or equivalent. Equivalent combinations of education and experience that, in the sole discretion of The Salvation Army, provide the required knowledge, skills, and abilities to perform successfully in the position will be considered.
• Minimum of two years of experience in billing, accounts payable or customer service.
• Cash handling and credit card sales experience.
• CCMS, CA, or similar membership data software experience is preferred.
• The ability to read, write and communicate in English with the preferred ability to also communicate in Spanish

Computer Skills:

• Proficient in Microsoft Office 365
• Working knowledge of TEAMS and SharePoint
• Register sales. Computer database application experience is helpful.
• Ability to use new software programs with basic training.

Certificates and Licenses:

• Have CPR/AED/First Aid certification, or obtain within 45 days
• Complete Safe from Harm Training within the first 30 days of employment, and keep current as needed