Schedule:
Tuesday-Friday 1:00pm - 9:00pm, Saturday 11:00am-7:00pm
Start Date:
Immediate
Job Type:
Full time
Benefits:
Health Insurance, Dental, Insurance, Vision, IMRF, Sick time, Personal time, Vacation time
Free Fitness Center membership, free Centennial Beach membership, discount on golf rounds at Springbrook & Naperbrook Golf Course. Free or reduced rate on programs. Referral bonus.
Overview:
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.
Essential Duties and 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.
- 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.
Other Duties and Responsibilities:
- 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.
Knowledge, Skills, and Abilities:
- 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.
Education and Experience:
- 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.
Special Considerations:
- Subject to a flexible schedule including evenings and weekends.
- 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.