DESCRIPTION Under the direction and supervision of the Manager of Recreation and Facility Services, the Customer Experience Supervisor is responsible for creating a positive customer experience and supervising, coaching and empowering a team of knowledgeable, customer-oriented staff in positive promotion of services offered at Gurnee Park District.
•Experience: Proven successful supervisory experience with full time and part time staff in a customer service friendly environment. •Education: A bachelor’s degree with a background in personnel, hospitality, recreation, business or related field preferred. An equivalent combination of education and/or 3-5 years of experience in customer service will be considered. •Skills:
□ Consistently communicate with customers and employees in a friendly, professional manner in person, by telephone and in writing.
□ Demonstrate enthusiastic, positive attitude, patience and tact with internal and external customers. □ Develop and maintain a thorough understanding of RecTrac, Incode, phone system, Microsoft Office Suite, cash handling and reporting systems within 30 days of hire.
•Certification: Valid Driver’s License. CPR/First Aid/AED within 90 days of hire. •Competencies: Thorough knowledge and background in the supervision of customer service area and related staff.
ESSENTIAL FUNCTIONS OF THE JOB 1. Create a positive customer experience throughout all aspects of the Park District. 2. Recruit, train, mentor and develop front desk personnel and create an environment of encouragement and empowerment. 3. Provide initial and ongoing training and support for front desk personnel. 4. Prepare and conduct all aspects of employee management including performance evaluations, onboarding documentation, job descriptions, and disciplinary documentation. 5. Ensure operational consistency at multiple facilities. 6. Respond to customer issues in a timely manner and to the highest satisfaction of the customer while aligning with the mission and vision of the Park District and current policy and procedures. 7. Establish customer service goals and work with the team to meet and exceed on a consistent basis. 8. Develop and maintain effective customer service procedures, policies and standards. 9. Be aware of current customer service trends and techniques. 10. Oversee financial management of the area including cash handling, point of sale transactions, payroll and purchases. 11. Maintain a complete understanding of programs and events contained in the program guide and held at the park district. 12. Receive all scholarship applications, ensure that all documentation is complete, and communicate to customer the status of application after management review. 13. Receive and process Community Center Rental applications and related reporting. 14. Seek service and process improvements by monitoring data, customer feedback, staff recommendations and by teaming with recreation and other department personnel. 15. Conduct customer service meetings to report on current issues and safety policies. 16. Communicate and assist with executing emergency plans for facilities. 17. Respond to social media posts and questions on Park District pages. 18. Serve as the internal expert for RecTrac inquiries/transactions. 19. All other duties as assigned.
ADDITIONAL DUTIES AND RESPONSIBILITIES 1. Maintain a flexible schedule to provide supervision and support during all hours of operation. 2. Act as liaison with maintenance and repair companies for office equipment. 3. Provide training and support for the operation of all office equipment such as postage machine, copy machine, fax machine, laminator, and safe. 4. Maintain office supply inventory. 5. Maintain marketing materials and bulletin boards within the building. 6. Lead activities at special events. 7. Assist with staffing and operations at the Park District booth during Gurnee Days to promote Park District services. 8. Special projects as assigned.
PHYSICAL DEMANDS Movement of supplies, equipment and uniforms is necessary, generally 25 lbs. Bending, twisting and kneeling may be necessary in support of the programing areas. This position participates in a variety of district special events, both indoors and outdoors, in temperatures ranging from 0-95 degrees.
Hours: Full-time, salaried position
Compensation: Hiring range is $46,310 - $57,900. Starting salary is commensurate with experience and qualifications of the successful candidate. Includes an excellent benefit package.
Contact: Sue McDougle, Manager of Recreation and Facility Services at Hunt Club, 920 North Hunt Club Road, Gurnee, IL 60031 Phone: 847-599-3767 Email: email@example.com
Closing Date: Open until filled
To apply immediately: Please click here: https://www.applitrack.com/gurneepd/onlineapp/_application.aspx?posJobCodes=257&posFirstChoice=HC%20-%20Supervisor&posSpecialty=Front%20Desk%20Supervisor
The Gurnee Park District is an Equal Opportunity Employer.