Customer Service Specialist

About the role

Under the direct supervision of the Customer Service Manager, the Customer Service Specialist provides and models excellent customer service standards while performing a variety of technical, clerical, administrative, and customer service functions related to program registration, membership sales, facility rentals, program communication, and facility service-desk duties.

Responsibilities

• Serve as point of contact in absence of the Customer Service Manager.
• Provide feedback regarding the performance of Customer Service Associate I and Customer Service Associate II staff to the manager.
• Identify, coordinate, and provide ongoing staff training and development opportunities with the Customer Service Manager for Customer Service Associate I and Customer Service Associate II staff.
• Cultivate and maintain a culture that emphasizes customer service excellence at all customer service desk locations.
• Assist customers on the phone, in person, and in written form with all processes and questions, providing an exceptional customer service experience and promoting Park District services and facilities.
• Assist customers with and complete all necessary phases of activity registration, facility booking, membership sales, and point of sale transactions.
• Respond to internal customer inquiries and requests for information; maintain open communication with all District staff members.
• Successfully balance receipts, reconcile transactions, and prepare daily bank deposits.
• Inform participants of waitlist availability, class cancellations, or changes via phone and email.
• Assist customers with facility rentals and process application permits according to District, department, and General Use Ordinance procedures.
• Coordinate and administer the rental program, open gym program, and memberships.
• Assist with administering the fee assistance program, monitoring email, Community Event Sign scheduling, inclusion aide requests, customer surveys, and special events.
• Ensure confidential use of customer information, including credit card transactions and household account information.
• Develop and demonstrate expertise with all software packages, processes, and procedures necessary for daily department operations; operate multiple computer software packages simultaneously to assist customers.
• Comply with District financial policies; monitor and report office supply needs with the Customer Service Manager.
• Establish and maintain a positive working relationship with residents, customers, vendors, community partners, and co-workers.
• Act as a resource agent for the community by taking initiative to seek and share information.
• Follow and model compliance with all District, State, Federal, and departmental safety and risk management, personnel, administrative policies and procedures, ordinances, and regulations.
• Maintain a proactive approach to safety and risk management; report all accidents, incidents, and unsafe conditions in a timely manner.
• Assist with scheduling staff to ensure adequate departmental coverage.
• Assist with screening, interviewing, and selecting staff, as well as developing the orientation process, training materials, and evaluation criteria.
• Assist in developing, communicating, and maintaining customer service standards.
• Assist in the development and implementation of department processes and procedures.
• Identify opportunities to improve operational efficiencies and formulate recommendations to improve services and department effectiveness.
• Assist with the supervision of the Fort Hill Activity Center operations while scheduled at the facility.
• Respond to all customer comments and inquiries in a timely fashion.
• Respond appropriately to safety and emergency situations.
• Formulate and recommend policies and programs that guide the district in maintaining and improving its image, competitive position, service levels, and profitability.

Requirements

• High school diploma; some advanced education preferred.
• Minimum two (2) years of customer service experience in recreation, hospitality, or a related field.
• Experience with operating point of sale transactions.
• Previous experience with recreation registration software preferred.
• Valid Driver's license and the ability to arrive at any customer service desk in multiple facilities on time and to change facilities throughout the day on occasion.
• Must attend all required park district trainings and understand the concepts presented as they apply to the responsibilities of the position.
• Subject to a flexible schedule including evenings, weekends, and holidays.
• Subject to work at and travel to any of the park district customer service locations.
• Subject to inside environmental conditions.
• Sustained posture in a seated or standing position for prolonged periods of time.
• Continuous exposure to computer screens.
• Frequent operation of various office equipment.
• Occasionally lift, carry, and move light weight objects (up to 20 lbs.).
• Face-to-face interactions with internal and external customers and co-workers are essential for this position.
• Able to work in close proximity to live animals such as snakes, turtles, and insects.

Skills

• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking skills.
• Extensive customer service and public relations skills.
• Knowledge of training development and delivery methods.
• Ability to professionally attend to the needs of customers, address complaints, and problem solve as needed.
• Capacity to make decisions objectively based on customer service and fiscal constraints.
• Handle confidential situations in a professional manner.
• Ability to work with a diverse population and large spectrum of demographics.
• Ability to organize, gather, and retain a large volume of information for use in assisting internal and external customers.
• Acquire excellent knowledge of all internal departments.
• Attention to detail and accuracy.
• Display initiative and independent thinking skills.
• Strong computer skills: data entry, Microsoft Office (Word and Excel), registration software, and Internet.
• Ability to multi-task and be an effective team member in a fast-paced environment.

Pay

Hiring Rate: $23.67/hr

Schedule

• Must be available to work on holidays.
• Flexible schedule including evenings, weekends, and holidays.