Under the direction and supervision of the Customer Service Supervisor, the Customer Service Representative will assist the public as it relates to the Park District, register participants, serve as receptionist/greeter for visitors to the Community Center, and perform miscellaneous clerical duties.
REPORTS TO: Customer Service Supervisor - SCC
QUALIFICATIONS
Candidate must be a high school graduate or equivalent. At least three years’ relevant experience is required. Position requires strong people and customer service skills and the ability to communicate effectively with the staff and public while efficiently multitasking. Good math skills, cash handling experience, the ability to follow through on detailed work and solid computer and keyboard skills are required. The successful candidate must be able to project a professional appearance. Must have a CPR/AED certification or be willing to complete CPR/AED training within the first 60 days of employment.
ESSENTIAL JOB FUNCTIONS
-
Promptly greet guests in a pleasant and friendly manner.
-
Answer phone calls and handle appropriately.
-
Register customers for programs, events and membership passes using registration software. Renew memberships and process key fobs.
- Accept payments, process transactions and receipts. Prepare daily deposit worksheet.
-
Process approved program refund and transfer payments.
- Complete refunds and transfer requests.
-
Assist with waitlist calls.
-
Comply with all cash handling procedures.
-
Complete daily deposits and do bank run when directed by supervisor.
-
Merge accounts as needed.
-
Review payment card expiration reports monthly or as needed.
- Revise Customer Service Procedures Manual with approved revisions from Supervisor.
-
Update Customer Service Training Checklist, get approval from Supervisor and check with Registration Coordinator for updates.
-
Assist Customer Service Supervisor with trainings for Customer Service Representatives on registration software and front desk procedures.
- Create and Update District Registration Forms.
-
Maintain Receptionist Shared Drive.
-
Coordinate the purchase of office supplies and materials for Sullivan Community Center.
-
Assist with coordination of the clerical needs of supervisors with the Customer Service staff.
-
Accept and process facility reservations in the absence of the Registration Coordinator.
-
Answer questions about the organization, its facilities and programs. Promote Park District programs and services.
-
Use email to communicate with customers and staff.
-
Provide clerical support to recreation staff to complete assignments and projects as needed.
- Perform a variety of clerical functions such as filing, making copies, sorting mail, and stocking literature wall with brochures and pamphlets.
-
File paperwork and assist in maintaining records. Type simple tasks and material as assigned.
-
Provide on the job training for new Customer Service Representatives.
-
Order Customer Service staff apparel.
-
Perform opening and closing duties of the facility as needed.
-
Assist with special events.
- Perform “Manager on Duty” responsibilities at Sullivan Center during early morning, night and weekend shifts including: resolving customer concerns, resolving incidents and processing incident and accident reports as necessary, contacting appropriate personnel for emergencies, monitoring facility by periodic building walk- throughs, general awareness of, and responsiveness to, facility and program needs at all times.
-
Attend monthly meetings with supervisor to review front desk procedures and communicate information to part time staff.
- Comply with the District’s dress code by coming to work in clean, presentable clothing and wearing an employee name tag.
-
Maintain clean and neat front desk.
-
Perform related duties as required by management to meet the needs of the District and the customer.
SAFETY AND RISK MANAGEMENT
-
Maintains a working knowledge of all general agency and departmental specific safety rules
-
Uses material handling equipment or staff assistance when lifting and or moving objects 25 pounds or heavier
-
Exercises District’s safety and risk management practices by following Risk Management Manual, Emergency Response Plan, and OSHA Compliance Policies
-
Reports any work-related or patron injuries to supervisor promptly
-
Attends required safety program and in service education meetings and trainings
-
Corrects unsafe conditions and/or reports them to supervisor
PSYCHOLOGICAL CONSIDERATIONS
-
Must exhibit good problem solving ability and good judgment in keeping with the mission of the Park District.
-
Must resolve problems as they arise and be able to reprioritize as needed.
- Must be able to build relationships with the public, customers, internal supervisors and staff, and external vendors and providers to ensure smooth-running operations.
PHYSIOLOGICAL CONSIDERATIONS
-
Frequent walking, standing, stooping and lifting is required.
ENVIRONMENTAL CONSIDERATIONS
-
Employee general work area is indoors, in a smoke free, open office environment with controlled temperature and fluorescent lighting.
-
Employee may be exposed to a variety of communicable diseases to include exposure to the potential of blood borne pathogens in a number of settings and areas within the Park District area.
COGNITIVE CONSIDERATIONS
-
Employee must have the able to communicate in English, both verbally and in writing.
-
Employee must possess time management and organizational skills to effectively perform his/her job.
-
Employee must demonstrate good customer service skills with the ability to problem solve resident or participant complaints.
-
Employee must have the ability to make judgments with respect to confidentiality of information and problem solving.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements and working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job when circumstances change; e.g., emergencies, deadlines, personnel changes, workload and technological development, etc.
Candidate must be a high school graduate or equivalent. At least three years’ relevant experience is required. Position requires strong people and customer service skills and the ability to communicate effectively with the staff and public while efficiently multitasking. Good math skills, cash handling experience, the ability to follow through on detailed work and solid computer and keyboard skills are required. The successful candidate must be able to project a professional appearance. Must have a CPR/AED certification or be willing to complete CPR/AED training within the first 60 days of employment. The candidate must be willing to work a Sunday through Thursday schedule with an afternoon/evening schedule for part of the week (Mon-Weds). When the facility is closed on Sundays during the summer months, the position will work a Monday through Friday schedule.
