Programming Registrar Staff

Department: Programming

Reports To: Programming Registrar Lead

Start Date: 05/01/24

Salary: Hourly position. 30-40 hours per week in Chautauqua (summer) season

Pay Range: $14.00 - $16.00 per hour

Position Summary:

The Programming Registrar Staff is responsible for supporting registration of individuals into all Pillar programs. Specifically, the Programming Registrar Staff will have expertise in the Active software system, providing problem solving and support to individuals seeking to enroll into Lakeside’s programs, as well as facilitating class transfers and refunds. This position will also communicate with a variety of Faculty who are providing programs including generating rosters.

Essential Duties and Responsibilities:

• Learn how to use both the front end (customer facing) and back end (administrative) capabilities of AcTIVE (including the POS functionality) to:
• Assist customers both face-to-face and over the phone to set-up ACTIVE household profile & add family members/friends
• Facilitate customer events and class registrations and payments at the request of customers and/or Lakeside staff directly with customers face-to-face or over the phone
• Problem solve both face-to-face and over the phone myriad customer registration and payment issues identified by customers and/or Lakeside staff
• Create and distribute class/event rosters and other reports to Lakeside staff on demand and/or according to set schedules
• Assist in processing and/or process class/event transfers, cancellations, and refunds upon request from customers and/or Lakeside staff, both face-to-face and over the phone
• Identify and resolve possible enrollment errors or issues (activity list top level enrollments)
• Modify class/event information in ACTIVE at the request of Lakeside staff
• Design and develop use of ACTIVE for other activities, programs, or event registrations and payments
• Communicate efficiently and effectively with both customers and Lakeside staff
• Learn and use select functionality of other programs besides ACTIVE as needed to manage registrations and rosters including Asana and Microsoft Excel
• Read and respond to customer emails multiple times a day.
• Listen and respond to customer voicemail messages multiple times a day.
• Understand Lakeside’s refund policy and explain it to customers when needed.
• Upload events and activities as needed to Asana.
• Understand Lakeside’s organizational structure to understand who would have the answers to questions and discern when and who to contact.
• Work alongside and in cooperation with multiple departments like accounting, marketing, education, tennis, the waterfront, the pool, and the Rhein Center to troubleshoot issues and provide data where needed.
• Serve as an interdepartmental liaison.

Skills Required:

• Ability to work accurately in a fast-paced environment.
• Ability to problem-solve in uncertain circumstances.
• Ability to effectively communicate with customers and colleagues in a professional, honest, and thorough manner both verbally and in writing.
• Ability to work cooperatively with both customers and co-workers.
• Ability to manage personal stress and stay calm, kind, and gracious to customers always.
• Ability to articulate confidently and clearly what can and cannot be done for customers.
• Ability to learn complex computer programs with multiple ways of performing tasks such as ACTIVE, Asana, and advanced Microsoft Office Suite functionality.
• Ability to know how to find the answers to problems and discern when to contact someone else with greater knowledge.
• Ability to demonstrate flexibility and move quickly between a variety of different tasks at any given time.
• Ability to manage competing time and activity demands while still responding to staff or management direction.

Traits Desired:

• People skills
• Communication skills
• Attention to detail
• Problem solving skills
• Organization
• Quick-thinking
• Multi-tasking
• Creativity
• Curiosity
• Willingness to keep learning.
• Willingness to adapt to new processes as improved ways of doing business are identified.
• The ability to identify better ways of doing business and make suggestions to Lakeside managers would be appreciated but is not required.

How to Apply:

Please visit www.lakesideohio.com/employment to submit a resume and three (3) professional references for this job.

Qualifications:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the operation.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, portions, percentages and to apply the basic math concepts.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions where only limited and standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand; walk; use hand to finger, handle, or feel; reach with hands and arms; stoop, climb or balance; specific vision, depth perception, and ability to adjust focus. 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.

Work Environment:

While performing the duties of this job, the employee is regularly exposed to wet, cold, humid, hot, very hot, conditions and will be required to work outdoors. These characteristics 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.