Customer Service Coordinator

Job Responsibilities

• Supervision: Hires, trains, and manages performance of all CSR staff. Sets work schedules for CSR staff based on facility schedule. Reviews, updates, corrects, approves, and submits payroll for all CSR staff biweekly. Writes and conducts annual performance assessments for CSR staff annually. Conducts staff meetings for dissemination of information, policy updates and team building. Trains staff on facility set ups, clerical, rental reservations, financial and deposit procedures. Is on-call for supervisor questions or problems as they arise.
• Customer Service: Provides information on Parks and Recreation activities and programs to patrons; handles caller and visitor requests. Provides quality customer service encounters over the phone and in person in reserving Parks and Recreation programs and facilities and trains part-time staff to maintain level of service expectations. Obtains necessary information from the customer, checks on availability, processes payments, inputs reservations in the computer. Resolves customer complaints and answers customer’s questions regarding policies and procedures.
• Program Support: Works with Recreation Program Managers on coordination of class set up, resource needs, room reservations, pool birthday party reservation execution, and programming/special event assistance as needed. Ensures CSR staff is knowledgeable on programs, facilities, membership information, and policies to properly answer questions and capture registrations.
• Reception: Manages and trains staff to answer phones, greet visitors, answer questions, take accurate messages, and relay them in a timely manner. Ensure staff provides accurate information or referrals to callers. Performs reception duties and visitor orientation when other staff is not available.
• Communication: Coordinates with program staff to ensure CSR's have timely and accurate information and knowledge necessary to provide quality customer service. Explains rules and policies; provides on-going training to CSR staff.
• Facility Management: Serves as Manager on Duty during evenings and weekends. Oversees the preparation of facilities for activities (e.g., setting up chairs and tables, recreational and other equipment). When needed, performs the opening and/or closing of the facility.
• Maintenance: Communicates information on building maintenance issues as they arise and follows up to see repairs are addressed.
• Facility and Field Reservations: Assists with reservations and permitting for the Civic Centre, park shelters, ballfields, and sports fields by providing facility information, facility tours, processing reservation requests, preparing permits and agreements, maintaining client records, monitoring reservation schedules, and ensuring compliance with facility policies, regulations, and operational procedures.
• Records Management: Assists with filing systems (both electronic and paper) for all rental contracts and programs at the Civic Centre. Generates monthly reports for facility usage and financials for the Department. Assists the Parks Maintenance Coordinator with the Johnson County Wastewater Rebate program, acting as a backup recorder.
• Cemeteries: Assists with cemetery records. Assists the public with locating existing graves.

Qualifications

• A High School Diploma or the equivalent is required. Additional education may be considered in lieu of work experience.
• Three to five years related work experience with previous facility management and customer service experience required.

Pay and Schedule

This full time position works 8 hour days covering core hours of 9:30 am - 6:30 pm Tuesday - Friday. Saturdays are required with flexibility in daytime or afternoon/evening hours. This position is occasionally required to work additional hours to cover subordinate's absences or for recreational activities and special events.