STW: UREC - Member Services Assistant (Spring 2026)

DUTIES/RESPONSIBILITIES:

• Represents the University Recreation department in a professional manner at all times.
• Acts as the primary administrative liaison between UREC members/stakeholders and the Coordinator of Facility Operations.
• Maintains thorough knowledge of all UREC policies, procedures, and digital enrollment processes.
• Maintains proficiency in First Aid, CPR, and AED, and possesses the ability to implement the UREC Emergency Action Plan (EAP).
• Attends all required staff training and development sessions.

• Enters, audits, and maintains accurate member information within all designated administrative systems and databases.
• Processes all internal membership-related digital transfers, refunds, and adjustments following established financial policies (cash handling may be required).
• Manages the full administrative lifecycle of memberships in the system, including activation, renewal, and cancellations submitted via online platforms.
• Assists the Coordinator with regular data cleanup, reporting, and reconciliation related to membership sales trends and system accuracy.
• Monitors the membership management software and virtual access points for maintenance issues and reports technical problems immediately.

• Serves as the primary administrative contact during office hours to answer complex questions via phone, email, and chat regarding membership policies and online enrollment challenges.
• Resolves non-routine or escalated member issues related to account discrepancies, payment errors, and access troubles.
• Collaborates with the Coordinator to develop onboarding programs (ex:, creating welcome guides, updated FAQs, or automated email content) for new UREC members.
• Tracks and summarizes common member feedback and pain points to inform necessary improvements to the online enrollment process.
• Assists with drafting and updating digital content (website text, internal memos) to ensure clarity and consistency regarding membership policies.
• Elevate the member experience by actively engaging new members, conducting comprehensive facility and membership orientations, and proactively identifying opportunities to increase member retention and participation in UREC programs.

For any further information, please contact Gena Caskey (gcaskey2@charlotte.edu).