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Assistant Director, Membership and Customer Experience
Career Insights for Customer Service Representative (General)
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Scorecard
Based on Illinois data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$36,983 / year median in Illinois
-13% projected decline
Job Description
at Northwestern University in
Evanston, Illinois, United States Job Description Job Opening Id:
54427
Department:
Univ Athletics Recreation Adm Salary/Grade:
EXS/6 Target hiring range for this position will be between $56,780 - $62,500 per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data
Job Summary:
Under the administrative direction of the Associate Director of Business and Human Resources, the Assistant Director of Membership & Customer Experience serves as the primary manager of Recreation's membership office operations, guest services, and customer engagement initiatives. This position oversees the registration management software, ensuring accurate membership setup, audits, and financial transactions. Additionally, the Assistant Director hires, trains, and supervises a large temporary workforce supporting membership offices, Henry Crown Sports Pavilion front desk, and Wellness Suite. The Assistant Director of Membership & Customer Experience reports directly to the Associate Director of Business & Human Resources, supporting broader departmental business operations and HR functions.
Position Schedule:
Academic Year (September-May) is Monday-Thursday 10am-6pm and Friday 9am-5pm Summer Quarter (June-August) and School Breaks are Monday-Friday 9am-5pm
•
Note:
Not all aspects of the job are covered by this job description.
•Willingness and ability to work a non-traditional schedule including evenings, weekends and holidays as required.
Specific Responsibilities :
Hire, onboard, train, schedule, and evaluate student and temporary staff for the Membership Office, Henry Crown Sports Pavillion front desk, and the Wellness Suite. Manage all membership services, including sales, renewals, cancellations, refunds, and annual locker rentals. Ensure a seamless, inclusive, and high-quality customer experience for all members and guests. Resolve escalated customer service issues and implement strategies to improve satisfaction and retention. Serve as the primary manager for registration software (Fusion) overseeing program setup, membership types, audits, user access, and updates. To view full details and how to apply, please login or create a Job Seeker account