Lead Customer Service Representative (Part-Time)

About the Role

Responsible for supporting and enforcing the rules, regulations, and safety of the entire facility, with a direct focus on the front desk and customer service. Act in a dependable manner by meeting schedules and deadlines, adhering to policies and procedures, and maintaining a good attendance record. Serve as a supervisor on duty various days and evenings throughout the week and on weekends.

General Expectations

• Learn and demonstrate an understanding of how team, department, and City goals are interconnected.
• Contribute to a positive work culture.
• Maintain regular and reliable attendance.
• Assess personal work performance or the work performance of the team.
• Contribute to the development of others and/or the working unit or overall organization.
• Work as part of a team, demonstrate team skills, and perform a fair share of team responsibilities.
• Continuously learn and develop through internal and external training opportunities.

Essential Job Duties and Responsibilities

• Provide positive and enthusiastic customer service to all members, pass holders, and guests, adhering to City of McKinney phone etiquette.
• Assist with program registrations and facility bookings using front desk software.
• Promote all facilities, programs, and services when interacting with members and/or guests.
• Assist the Supervisor with inventory control and concessions management.
• Assist the Supervisor with training and hiring of customer service representatives.
• Resolve customer questions and complaints.
• Conduct oneself professionally, aligning with the City’s values, philosophies, and standards.
• Serve as a supervisor on duty on various days, evenings, and weekends.
• Attend all scheduled employee meetings.
• Adhere to written standards, policies, procedures, and instructions.
• Arrive to work on time as scheduled.
• Assist others to accomplish organizational goals, even outside regular duties.
• Respond to staff and the public in a tactful, professional, and pleasant manner.

Other Job Functions

Perform other duties as assigned or directed.

Knowledge, Skills, Abilities, and Behaviors

• Embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
• Communicate effectively with peers, supervisors, subordinates, and customers.
• Produce desired work outcomes, including quality, quantity, and timeliness.
• Plan and organize work, time, and resources.
• Apply common sense understanding to carry out detailed written or oral instructions.
• Work in a team environment and treat co-workers, subordinates, and customers with respect.
• Build professional relationships with internal staff and customers.
• Offer flexibility and adaptability during times of change.
• Communicate effectively both orally and in writing.

Required Qualifications

• High school diploma or GED equivalent.
• 2 years of customer service experience.
• Experience with cash handling, managing a register, and basic computer/phone applications.
• First Aid/CPR certification or ability to obtain within 30 days of hire.

Conditions of Employment

• Must pass a drug screen and background check.
• Must be at least eighteen (18) years of age.

Physical Demands

• Regularly required to sit, stand, walk, and reach with hands and arms.
• Must be able to see, speak, and hear.
• Regularly lift and/or move up to 25 pounds; occasionally lift and/or move up to 50 pounds.
• Stand and walk for extended periods.

Work Environment

The indoor environment is safe, healthy, smoke-free, and drug-free. It may occasionally be wet, humid, and moderately loud. The outdoor environment may expose employees to extreme weather conditions such as heat, cold, and humidity.