Member Services Lead

Member Services Lead Job Description

Under the direction of the Member Services Supervisor, the Member Services Lead is responsible for supervising Member Services Operations and staff during the absence of the Career staff. Additionally, the Member Services Lead is responsible for upholding the Aztec Recreation values of Wellness, Integrity, Safety, Service, Professionalism, Excellence, and Respect. Overall the Member Service Lead provides a high standard of the Aztec Recreation experience while working at the front desk, the floor, and administrative shifts.


Primary Functions

  • Consistently and confidently enforce all Aztec Recreation policies to ensure a safe and enjoyable environment for all members, affiliates and guests
  • Maintains the operations of the facility on evenings, weekends and some weekdays during the absence of the Aztec Recreation Career staff
  • Responsible for hiring, training, coaching and evaluating Member Services staff
  • Assist with administrative tasks, data entry, reports, program statistics, filing
  • Process refunds, daily deposit, petty cash, locker rentals, and participant program registration
  • Supervise Member Services part time student staff and building operations; Ongoing assessment of Member Services operations and provides suggestions for improvement
  • Set-up and break-down of facility for daily operations, programs, and special events; Main point of contact for special events
  • Ensure the implementation of appropriate risk management plan; prepare and review required injury/accident reports; Proactively take steps to eliminate future risks and hazards
  • Position includes attending to laundry; Cleaning the facility and exercise equipment while on shift
  • Assist with facility reservation planning, key audits, and special group accommodations
  • Responsible for Aztec Recreation facility supervision and security
  • Attend bi-weekly meetings, monthly lead meetings, and help run monthly all staff meetings
  • Position inclusive of Member Services Representative (MSRI) position responsibilities, including but not limited to working facilities and membership frontline shifts.

Customer Service and Collaboration

  • Establishes and maintains working relationships with various A.S. and University departments


  • Ensures all operations are conducted with safety of staff and customers as first priority, and in accordance with the Injury and Illness Prevention Plan and other safety policies
  • Adheres to Associated Students’ Code of Safe Practices
  • Reports accidents to supervisor and reviews changes required to avoid reoccurrence Ensures completion proper documentation is completed for each accident (employee and/or non-employee) and forwards to supervisor
  • Reports maintenance problems and/or broken and unsafe equipment to the appropriate party immediately


Minimum & Preferred Requirements


  • Must be currently enrolled at San Diego State University, taking a minimum of 6 units


  • Previous experience supervising staff is preferred

Licenses & Certifications:

  • Must possess current certifications in CPR, AED, and First Aid


  • Successfully completed cross training and shadow shifts for Member Services areas – Membership & Facilities
  • Sexual Harassment Prevention
  • Gender Awareness


  • Must be confident being the first responder to all accidents and incidents within Aztec Recreation facilities
  • Must able to take initiative to find and complete additional tasks not directly assigned by the Member Services supervisors
  • Must be able to complete all job responsibilities with minimal supervision
  • Must be comfortable working in stressful situations and making respectable decisions


  • Excellent communication, interpersonal, and public relation skills to interact with members, guests, and all Aztec Recreation staff
  • Proficient knowledge of Member Services operation and Aztec Recreation programs, facilities, policies
  • Ability to pay strong attention to detail and succeed working in a fast paced environment
  • Ability to establish and maintain effective working relationships with co-workers, other program areas, and supervisors
  • Ability to follow written and oral instructions
  • Knowledgeable of CSI Spectrum Software, Microsoft applications, Aztec Recreation website, and Microsoft applications


his is a part-time position. Must be available and willing to work night and weekend shifts. Work schedule consists of up to 20 hours per week, including nights, weekends and holidays. Must have open schedule availability and willingness to pick up additional shifts on short notice

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

General office environment. Work is generally sedentary in nature, but may require standing and walking around campus. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires the individual to spend long hours sitting and using office equipment and computers. This person will also spend time filing and have to do some lifting of supplies and materials from time to time, including banker boxes and files. Must be able to lift 45 lbs repetitively and be able to stand for long periods.


Inside the Organization:

  • Reports to the Member Services Supervisor