Coordinator of Membership and Operations

$50,000 - $53,000/Yr

Trustmark National Bank - Cambridge, MA

Part-time - Entry Level

Cambridge, MA

Credit Intermediation and Related Activities

About the position

HealthFitness, a Trustmark company, is a proven leader in providing fitness solutions that engage and connect people both on-site and online, to create a strong community of health. Our work focuses on creating meaningful connections with each of our participants to help them move forward. We foster each individual's journey by creating communities of health within the organizations we serve - so that everyone is supported. As an employee of HealthFitness, you will enjoy a variety of health and financial benefits and receive competitive pay. We provide personal and professional support, training and development, and flexible employment opportunities. Harvard Recreation, managed by HealthFitness, is hiring for a full-time Coordinator of Membership and Operations. This customer-facing role in Harvard Rec's membership office includes staff supervisory responsibilities at the rock wall. This unique position reports directly to the Assistant Director of Membership (75%) and the Assistant Director of Facilities & Operations (25%) to ensure the Harvard Recreation community is being served to the highest of standards. The Coordinator of Membership & Operations will work a schedule in conjunction with the Assistant Director of Membership to cover office hours from 11:00 am to 7:00 pm Tuesday through Friday and 9:00 am to 5:00 pm on Saturdays. Additional weekends and evenings are required as needed. Responsibilities include providing strong customer service to members, assisting with departmental tasks, managing general administrative product orders, and overseeing part-time staff. In the Membership Office, the Coordinator will answer phone calls, check emails, conduct membership sales, create visitor passes, and generate financial reports. They will also assist with facility access for club and intramural staff, oversee locker clear-out procedures, and help process membership refunds. For the Harvard Recreation rock wall, the Coordinator will be accountable for operations, staff oversight, cleanliness, safety, and enforcement of rules. General administrative duties include meeting weekly with directors, running inventories, scheduling conference rooms, and updating departmental information. The ideal candidate will have an Associate's degree with 3+ years of related experience, including 2+ years in customer service, and must possess CPR/AED and First Aid certifications. Strong communication skills, proficiency in Microsoft Office, and the ability to work independently and as part of a team are essential. Experience in campus recreation or related fields is preferred.

Responsibilities

• Provide strong customer service to members in the membership office.
• Assist with departmental tasks and general administrative product orders.
• Oversee part-time staff at the rock wall.
• Answer phone calls and direct inquiries appropriately.
• Check emails and respond to membership-related questions.
• Conduct membership, add-on services, and locker rental sales.
• Create visitor passes for various programs at Harvard.
• Update group exercise, tennis, squash, and other program information in Fusion.
• Generate financial reports of all membership and product sales.
• Update website information related to membership periodically.
• Assist Club Sport and Intramural staff with facility access in Fusion.
• Oversee nightly locker clear-out and lost and found procedures.
• Process approved membership refunds and assist front desk with membership questions.
• Consolidate end-of-day receipts for the Assistant Director of Membership.
• Accountability for the operations of the Harvard Recreation rock wall.
• Hire, train, and oversee rock wall staff, including payroll and scheduling.
• Ensure cleanliness and safety of the rock wall during operations.
• Manage supply inventory and cleaning equipment for rock wall operations.
• Enforce Harvard Recreation rock wall rules and policies.
• Support the Assistant Director of Facilities & Operations with front desk staff management.
• Assist with onboarding and training of front desk staff.
• Meet weekly with directors to discuss updates on tasks/projects.
• Run weekly inventories for front desk items for sale.
• Schedule MAC conference rooms and manage departmental receipts.

Requirements

• Associate's degree with 3+ years of related full-time experience.
• Minimum of 2+ years of customer service experience.
• Adult CPR/AED and First Aid certification required within 30 days of hire.
• Experience with Microsoft Office applications such as Word, Excel, and Publisher.
• Ability to navigate electronic onboarding and timecard systems and membership software (Innosoft Fusion).
• Strong interpersonal communication and customer service skills.
• Ability to motivate others and effectively organize and prioritize work demands.
• Competency in the delivery of HealthFitness and site-specific programs and services.
• Ability to work effectively both independently and as part of a team.
• Excellent organizational and time management skills.

Nice-to-haves

• Bachelor's degree in sport management, recreation, student affairs, or related field.
• Experience working in campus recreation, collegiate athletics, or recreation/fitness.

Benefits

• Health savings account
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Vision insurance
• 401(k) matching