Customer Service Specialist

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

• 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.
  
• When at the customer service desk at all locations, cultivate and maintain a culture that emphasizes customer service excellence.
  
• 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. Successfully operate multiple computer software packages simultaneously in order 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 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 an adequate level of 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.
  

• 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 constraint.
  
• 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
  

• High school diploma. Some advanced education preferred. Minimum two (2) years customer service experience in recreation, hospitality, or 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 to work 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. It is expected that this position report to their workspace/office as scheduled. Exceptions may be made on a case by case basis for this position to work remotely for a short period of time on a temporary basis.