The Salvation Army
Hawaiian and Pacific Islands Division
Ray and Joan Kroc Corps Community Center
Kapolei, Hawaii
Job Description Rev: 2/1/25
POSITION TITLE: Member Services Specialist
DEPARTMENT: Ray and Joan Kroc Corps Community Center (Kroc Center Hawaii)
SUPERVISOR: Member Services Manager
FLSA STATUS: Non-Exempt
CLASSIFICATION Full Time, Hourly Rate $20.00
GENERAL STATEMENT: The Salvation Army is a branch of the Christian Church, and the ultimate goal of all programs is a spiritual, emotional and physical regeneration of all people.
MISSION STATEMENT: The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the Gospel of Jesus Christ and to meet human needs in His name without discrimination.
KROC CENTER HAWAII VISION: Kroc Center Hawaii is a community center where families, individuals and relationships thrive in the name of Jesus.
POSITION SUMMARY: The Member Services Specialist (MSS) will be responsible for implementing member engagement initiatives that help to maximize retention levels. The MSS interacts with individual members and member groups (i.e. seniors, family, single, etc.) facilitating Kroc Center program participation. The MSS will also be responsible to network, sell, build relationships with customers and persuade others to purchase membership to the Kroc. The MSS assists in setting the customer service tone for center and is often involved in selling memberships through Point of Sale (POS). This position assumes a leadership role and assists the Member Services Manager and Member Services Coordinator as directed. The Member Services Specialist ensures the highest standard of services and the best possible experience is delivered on a consistent basis by all departments. This person should anticipate much face-time on a one-to-one basis with new and existing members.
The Member Services Specialist will have a deep commitment to the mission of The Salvation Army, which will be evident in his or her professional life and the manner in which he or she represents The Salvation Army Ray and Joan Kroc Corps Community Center in the community.
REQUIRED EDUCATION AND EXPERIENCE:
Associates Degree in Marketing, Communications, Hospitality or related field; or equivalent experience. Two years’ experience in customer service/sales in a similar environment. Excellent communication skills required (written, verbal and phone skills). Demonstrate the ability to relate positively and energetically with staff, members and customers. Computer Proficiency. Proficient in Microsoft Office applications, namely Excel and Word. Must have a driver’s license for off-site meetings and selling.
Any equivalent combination of training and experience which provides the required knowledge, skills, and abilities will be accepted.
PREFERRED EDUCATION AND EXPERIENCE:
Experience with a Point of Sales (POS) system preferred. Experience in membership recruitment and retention preferred.
ESSENTIAL FUNCTIONS:
Uses formal and informal assessment techniques such as surveys, phone calls and interviews to determine individual member needs. Remains up to date on all current and future programs, ministries, products and services which can be offered to members. Work cross-functionally with other departments to promote programs and special events for the Kroc Center Hawaii, making insightful recommendations that reflect the interests and needs of members. Complete new member welcome calls within one week of members joining the facility. Identify “at risk” member groups (i.e. non-use members) from usage/tracking reports and cancellation forms. Work with Member Services Manager and other department managers on strategies to engage these groups, e.g. specialized classes, use of promotions/incentives, etc. Respond to member requests submitted via suggestion cards, email, voicemails, surveys, etc. Looks for trends and makes suggestions. Sell and market to internal and external markets may encompass current membership audience, member events, golf shows and personal milestone events. Understand the sales process, and already have experience selling products and services. Employee partnering through collaboration and teamwork. Serves as Membership Lead mentoring other staff in product knowledge, features and benefits, processing procedures and improving retention. Off-site meetings with prospective new members/corporation. Assist the Member Services Manager with customer/member service issues. This includes but is not limited to payment inquiries, complaints and/or refunds, transaction issues and computer data problems or concerns. Deals with upset members finding ways to resolve the issue. . Work with front desk staff and other department personnel to develop and conduct personalized tours, including special groups and VIPs. Ensure that all customers, clients and members are given prompt and courteous service. Meet with potential members and outline member benefits with the goal of securing new memberships. Process new member sign ups via the POS system. Work with Member Services Manager and Member Services Coordinator to create special Member-only events such as Member Appreciation meals, Meet and Greets, Movie Nights, etc. Assisting Member Services Coordinator with coordination of Member Events. You will be required to attend all member events. Creates and distributes Member Services monthly newsletter. Back-up for Front Desk in case of call-outs and/or when it gets busy. Must have open availability. Back-up when Member Services Coordinator is on vacation. Track membership and corporate sales on a weekly basis. Report to Member Services Manager. Makes proposals for member of the month program or similar member recognition programs. Share the Salvation Army Kroc Center story and engage members for volunteer and outreach opportunities. Observe and identify customers, clients and members that may be recommended candidates for scholarship. Provide assistance for scholarship application process. Adhere to all Salvation Army policies and procedures including Cash Handling procedures. Assist in the receipt and safe keeping of all cash from each program venue. Maintain regular and punctual work attendance. Available to work a flexible schedule that includes working on weekends, evenings and holidays. Attend staff meetings as assigned. Maintain confidentiality. Perform other duties as assigned.
MENTAL DEMANDS:
Able to prioritize and organize work assignments and take projects from beginning through completion. Able to perform job functions with attention to detail, speed and accuracy. Able to work in a fast-paced environment and maintain poise under pressure. Is self-motivated, energetic, enthusiastic, motivational, and able to maintain a self-directed schedule Genuine interest and commitment to providing quality service. Respond to crisis situations in a calm and effective manner and remain calm when resolving problems using good judgment. Must possess the self-discipline necessary to perform repetitive tasks without lowering quality of work. Able to work with limited supervision, and work in a team setting with other professionals. Exercise good judgment and comfortable taking initiative with projects.PHYSICAL DEMANDS:
The position requires sitting; climbing and/or balancing; stooping, kneeling, bending, stretching, crouching and/or crawling; standing; walking; manual dexterity and eye-hand coordination; use of vision; driving a vehicle; pushing/pulling/lifting/carrying 25-50 pounds and occasionally more than 50 pounds. This employee may also be required to work weekends and evenings.
COMMUNICATION DEMANDS:
The position requires talking to co-workers, members/guests and vendors; requires written communication to and from co-workers, members/guests and vendors; talking on the telephone; requires responding to written or verbal requests of co-workers, members/guests and vendors; requires training/giving verbal and written instructions; requires receiving verbal and written instructions; requires writing/composing written language; requires reading; requires visiting/working at other worksites; requires communication via the latest technologies.
The ability to interact with co-workers and the public in a positive professional manner in conformity with The Salvation Army Mission Statement. The ability to work with people of diverse backgrounds and circumstances.
EQUIPMENT NEEDS:
Equipment used includes general office equipment such as computers, point of sale kiosks, photocopiers, scanners, printers, fax machines, telephone (office, cell, PDA), microphones, audio-visual equipment, 10-key calculator and automobile.
DESCRIPTION OF WORK ENVIRONMENT:
Most work will be indoors at the new Ray and Joan Kroc Corps Community Center (Kroc Center Hawaii) administration office. There will also be times where this employee will be outdoors at the Kroc Center Hawaii. Attendance at trainings and conferences, both in Hawaii and on the mainland, may be required.
Available to work a flexible schedule that includes working on weekends and evenings.
CERTIFICATES & LICENSES:
The candidate chosen for this position must have a valid driver’s license and insured transportation.
On an annual basis, employees are required to participate in The Salvation Army’s Fleet Safety Program.
CLEARANCES:
The candidate chosen for this position will be required to pass a criminal history information check. Conviction of a crime will not automatically preclude employment. The circumstances involved in the conviction(s) will be considered.
The information in this job description indicates the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
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