The Member Services Administrator is a full-time, customer-facing administrative and operational position within the Member Services Department of the Village of Pleasant Prairie RecPlex and reports directly to the Sr. Recreation Services Coordinator. The position supports day-to-day Membership Services operations, delivers welcoming and solution-oriented member and guest experience, oversees membership transactions and concerns through resolution, and supports membership retention efforts. Serves as an operational leader on shifts, models RecPlex service standards, and provides direction and support to Membership Services staff.

The typical schedule is Tuesday through Saturday, 12:00 p.m. – 8:00 p.m. or 2:00 p.m. – close, but may require flexibility as operational needs dictate.

Core Job Duties | Levels I & II

The following duties represent the primary functions of the Member Services Administrator. The level of responsibility, independence, complexity, and judgement exercised may vary based on classification level, experience, and demonstrated proficiency.

• Welcomes all members, prospective members, guests, and the general public while providing professional, responsive, and friendly customer service through in-person, telephone, and other forms of communication
• Regularly serves as the primary operational leader on duty, providing direction and support to staff, resolving member and guest concerns, and ensuring facility policies and procedures are followed.
• Exercises independent judgement in addressing routine and unexpected operational matters and responds appropriately to emergency, safety, security, and other urgent situations, initating or supporting established procedures and coordinating with appropriate personnel.
• Maintains knowledge of RecPlex programs, services, memberships, facility operations, systems, policies and procedures and appropriately responds to questions, concerns, requests, and feedback.
• Supports the safe and effective operation of the facility during assigned shifts, including opening and/or closing the facility; maintaining and monitoring building access and ensuring access is limited to authorized individuals in accordance with established procedures, identifying and addressing security and access-related concerns, and ensuring applicable procedures, documentation, and operational requirements are completed.
• Conducts facility and service tours, provides information regarding memberships, program services, and amenities, and supports efforts to engage prospective members and encourage membership retention.
• Accurately and efficiently processes membership, day pass, special event, and recreation program transactions, including payments, invoicing, POS functions, and daily reconciliations, in accordance with RecPlex policies and procedures.
• Supports the training, orientation, and development of Member Services staff and promotes consistent application of customer service expectations, policies, and procedures.
• Supports the coordination of part-time employee coverage during scheduled shifts, including but not limited to, responding to call-offs, communicating scheduling changes, and assisting with identifying appropriate coverage.
• Maintains accurate and confidential records in accordance with Village and department requirements.
• Contributes to a positive work culture, promotes teamwork, and models professional and customer focused behavior.
• Identifies opportunities to improve customer service, administrative processes, and day-to-day operations and communicates recommendations to appropriate leadership.
• Adheres to all Village, Department, and RecPlex rules, regulations, policies, standard operating procedures, and guidelines.
• Performs other duties and special assignments as directed within the scope of the Membership Services Department.