Customer Service Representative I, II, III - Recreation - Recreation Center

About the role

Under general supervision this position is responsible for providing excellent customer service to members, guests, and program participants. This position serves as the first point of contact at the recreation center, handling check‑ins, registrations, facility inquiries, and general support to ensure successful daily operations. The position exercises no supervision but may function as a lead over Customer Service Representative – PT.

Responsibilities

• Greet all visitors in a friendly and professional manner and provide assistance with facility programs, services, and policies.
• Manage member check‑ins, verify members, and process guest passes.
• Handle program registrations, class sign‑ups, and use the center’s software system.
• Answer phones, respond to inquiries, and direct calls to appropriate staff.
• Process payments for memberships and program fees, issue receipts, and maintain accurate cash handling procedures.
• Maintain a clean and organized front desk and lobby area; keep forms and informational materials stocked.
• Assist with distributing equipment and tracking its return.
• Monitor facility usage and enforce rules to ensure safety and proper conduct.
• Provide support during special events, activities, and peak traffic times.
• Report maintenance or safety concerns to supervisors immediately.
• Perform general clerical tasks including filing, data entry, copying, and preparing documents.
• Perform advanced front desk tasks, including refunds and account corrections; act as lead staff during assigned shifts.
• Respond to incidents and help manage emergencies; fill in where needed to keep operations running smoothly.
• Operate personal or City vehicle to meetings, scheduled events, and activities.
• Inventory and order required forms and office supplies for the division.
• Train lower‑level staff and those assisting in the office.
• Assist management with operations and special projects.
• Provide guidance in the absence of the supervisor and the Division Manager.
• Perform other job‑related duties and responsibilities as assigned.

Requirements

• Knowledge of: customer service principles and public relations practices; recreation center programs, activities, schedules, and facility policies; cash handling procedures, point‑of‑sale systems, and basic accounting practices; program enrollment processes; facility rules, safety guidelines, and emergency procedures; office procedures, record‑keeping, and basic administrative practices; computer applications including email, scheduling software, and recreation management systems; telephone etiquette and front‑desk communication standards; conflict resolution techniques and customer service problem‑solving; privacy and confidentiality requirements related to member information; accessibility standards and inclusive customer service practices; recreation programming, community services, or parks and recreation operations.
• Skill to: offer courteous, professional, and responsive customer service; handle cash transactions, process payments, and maintain accurate records; resolve customer concerns and de‑escalate conflicts in a calm and professional manner.
• Ability to: communicate clearly and effectively with diverse populations, both verbally and in writing; operate a multi‑line phone system and greet visitors in a friendly, professional manner; use computers, point‑of‑sale systems, and recreation management software; multitask, prioritize, and work efficiently in a fast‑paced environment; follow established policies, procedures, and safety guidelines; maintain confidentiality of member and participant information; work independently and as part of a team; learn and explain recreation programs, schedules, and facility rules to patrons; respond appropriately during emergencies and follow emergency procedures; establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally; follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do; perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
• Experience and training: For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:
  • Customer Service Representative I – One (1) year experience in customer service or front desk operations, preferably in recreation, fitness or community center setting.
  • Customer Service Representative II – Three (3) years of previous customer service experience.
  • Customer Service Representative III – Three (3) years of experience as a City of Abilene Customer Service Representative II.
  Education/Training: A high school diploma or GED is required. License or Certificate: A valid Texas driver’s license, the ability to obtain one within ninety (90) days, or a military waiver is required. Special Requirements: Ability to work flexible hours including mornings, nights, and weekends; ability to travel to other work locations; work environment includes the possibility of working outdoors in extreme heat and cold.
• Physical demands: Medium – lifting no more than 50 pounds; carrying up to 25 pounds. Physical demand codes: Standing (Extensive), Sitting (Moderate), Walking (Moderate), Lifting (Moderate), Carrying (Moderate), Pushing/Pulling (Moderate), Overhead Work (Infrequent), Fine Dexterity (Moderate), Kneeling (Infrequent), Crouching (Infrequent), Crawling (Infrequent), Bending (Moderate), Twisting (Infrequent), Climbing (Infrequent), Balancing (Infrequent), Vision (Extensive), Hearing (Extensive), Talking (Moderate).