Customer Service Specialist

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, 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.

• Able to work in close proximity to live animals such as snakes, turtles, and insects.

Benefits

Hiring Rate: $23.67/hr

Must be available to work on holidays.

To be considered for this position, interested individuals must complete the online application accessible at www.napervilleparks.org/employment. Materials submitted through mail, email, or fax will not be considered.