DEFINITION

The Guest Services Representative performs a variety of customer service and office support duties for the City, at the Unity Health and Fitness Center during the late afternoons, evenings and weekend operational hours as designated by the daily programming schedule of the facility. This position is responsible for the general operation of the facility, and the provision of a high level of customer service and care.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from the Administrative Services Supervisor. Functional or technical supervision may also be received from department staff. Exercises no direct supervision of staff.

CLASS CHARACTERISTICS

This operations support classification is expected to perform a variety of general operational and clerical duties in support of Unity Health and Fitness operations. Positions in this classification are trained in all procedures related to the assigned area(s) of responsibility and work with a degree of independent judgment, tact, and initiative.

This classification performs the full range of duties required to ensure the highest level of customer service and public safety. Work is often performed in an assigned area and may involve working around other city staff and/or the public, depending upon assignment.

The position of Customer Service Representative is a part-time position and is paid every two weeks at an agreed hourly wage. The position is classified as a non‐exempt hourly employee status and will work less than 20 hours per week.

EXAMPLES OF TYPICAL FUNCTIONS (Illustrative Only)

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Use English effectively to communicate in person, over the telephone, and in writing.
• Provides excellent customer service support duties to patrons while interfacing with the public in a non-disruptive manner; answers questions and provides standard information.
• Monitors the proper and safe use of program facilities by the public; to ensure adherence to rules and ordinances; enforces recreational facility safety rules; interprets and applies policies, procedures, laws, codes, and regulations; assists in education about the enforcement of rules and regulations.
• Answers the telephone; provides accurate information and answers general questions or forwards calls to appropriate staff member; takes messages, as necessary.
• Gathers information from a variety of sources for the completion and processing of forms, records, applications, etc.; contacts individuals to obtain additional information when necessary
• Deal’s tactfully and effectively with persons contacted in the course of work, including those of diverse socio-economic and cultural backgrounds and resolves program issues within established guidelines.
• Implements operating policies and procedures for the area of assignment.
• Maintains recreational facilities, storage sites, and other work areas in a clean and orderly condition, including securing equipment and materials at the close of the workday, performing basic custodial duties and minor facility maintenance; opens, closes, and secures buildings for events.
• Issues and collects recreation equipment and supplies; makes minor repairs to recreation equipment.
• Responds to incident and accident as necessary, administers basic first aid, as necessary and maintains confidentiality as required.
• Assists in the encouragement of participation and good sportsmanship.
• Observes safe work methods and makes appropriate use of related safety equipment as required.
• Attends various meetings and training as required or appropriate.
• May provide instruction and training to new, temporary, or part-time staff as assigned.
• Completes special projects as assigned

.When assigned to Facility Management Services:

• Performs opening and closing duties
• Provides for enforcement of rules and resolves issues associated with the use of the facility.
• Responds to all accident and incidents and complete reports, as necessary.
• Conducts routine facility checks by inspecting all rooms, equipment, and supplies for any hazard or safety concerns.
• Conducts and records regular pool water chemical tests and adds chemicals as prescribed
• Maintains all common areas to look neat and pleasing to the customers.
• Responsible for cleaning-up spills, smells, and garbage.
• Ensure the washrooms are inspected, clean[JF1] ed, and stocked at all times.
• Shovel and salt walks during snow and ice conditions.

When assigned to Front Desk-Reception Services:

• Greets visitors of Unity Health and Fitness; provides information about services, memberships, and classes; processes applications for membership including accepting payment and ensuring membership paperwork is accurately completed; enrolls members in fitness and recreation classes and provides related information.
• Accurately handles monetary transactions, processing of documents, record keeping, and filing
• Uses basic business arithmetic and bookkeeping procedures including accepting, processing, and recording payments.
• Performs various bookkeeping tasks including calculating monies due, collecting, and receipting monies, processing reimbursements accurately.
• Answers the telephone and interacts with the public by providing information and assistance as necessary.
• Performs general office duties to include tasks such as: cashiering, answering the telephone, greeting patrons, light typing, data entry, copying, and filing.
• Performs other routine clerical support work as required, which may include processing mail, faxing information, collating documents, maintaining records, lists and logs, scanning/imaging/indexing documents, ordering and maintaining inventory of supplies and forms, etc.
• Operate modern office equipment including computer equipment and specialized software applications programs
• Performs data entry and organization at speeds necessary for successful job performance.

When assigned to Front Desk-Reception Services Cont.:

• Conducts research and compiles information for reports and/or spreadsheets
• May compose routine correspondence and other documents as required using business letter writing and the standard format for typed materials

QUALIFICATIONS

Knowledge of:

• Correct English usage, including spelling, grammar, punctuation, and vocabulary.
• Principles, practices, and techniques of providing an elevated level of customer service by effectively and courteously dealing with the public, members, vendors, contractors and city staff.
• Techniques for effectively dealing with individuals of various ages, various socio-economic and ethnic groups, and effectively representing the City in contacts with the public.
• Basic clerical and reception practices and procedures, including the use of basic office equipment, basic record-keeping, arithmetic, and computer/software systems to enter and retrieve data for class registration, facility reservations, and membership records.
• Pertinent Federal, State, and local laws, codes, regulations, and policies applicable to the area of assignment.
• Safe work principles and practices, including basic first aid and adult and/or child cardiopulmonary resuscitation (CPR) methods.
• Proper cleaning methods and the safe usage of cleaning materials, disinfectants, custodial tools, and equipment
• Functions and operational policies and procedures of the area of assignment.

Ability to:

• Must have the ability to use the English language effectively to communicate in person, over the telephone, and in writing.
• Understand and follow oral and written instructions
• Assume responsibility for the oversight of a recreation facility, while maintaining a clean and safe environment for all persons within the facility.
• Must have the ability to execute good judgment and utilize problem‐solving skills when necessary.
• Must have the capability to decipher instructions, schedules, room setups, and emergency plans, and act to complete them correctly and in a timely fashion.
• Handle medical emergencies and injuries in a calm and effective manner, including providing basic first aid and adult and/or child cardiopulmonary resuscitation (CPR).
• Provide courteous assistance to participants and other interested parties, while establishing, maintaining, and fostering a positive and effective working relationships with those contacted in the course of work.
• Learn, understand, interpret and have the ability to apply city policies, procedures and standards, specialized processes as it relate to assigned duties.
• Use tact, initiative, prudent, and independent judgment within general policy, procedural, and legal guidelines.
• Operate modern office equipment including computer equipment and software programs.
• Maintain accurate logs, records, and basic written records of work performed.
• Make accurate arithmetic calculations.
• Prepare facility for private, community events and/or meetings as needed. .
• Perform minor equipment maintenance.
• Remain flexible and adapt as job responsibilities change.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Must be at least 18 years old or older and have completed the equivalent to the twelfth (12th) grade and one (1) year of general clerical or customer service experience.

Licenses and Certifications:

Training requires in American Red Cross First Aid Certificate and CPR Certificate for infant, child, and adult within three (3) months of hire.

PHYSICAL DEMANDS

Must possess mobility to work in a standard office and/or recreational facility setting and use standard office and/or recreation equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Must possess the physical stamina to lift and move tables and chairs and arrange facilities for community events and/or meetings. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, climb, and walk on uneven, wet, or slippery surfaces to participate in recreational activities; and push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 50 pounds.

PSYCHOLOGICAL CONSIDERATIONS

May experience added stress and pressure in situations of an emergency or during busy times in the facility with multiple functions being required at one time. Other added pressures may be experienced during situations with difficult customers, or program conflicts with participants not cooperating

ENVIRONMENTAL ELEMENTS

May be exposed to outside elements when completing tasks on the exterior of the facility. Most activities are performed indoors. Employees are occasionally exposed to loud noise levels, cold and/or hot temperatures, vibration, confining workspace, chemicals, mechanical and/or electrical hazards. May be exposed to chlorine, acids, and other chemicals at aquatics facilities, as well as blood and body fluids rendering first aid and cardiopulmonary resuscitation. Employees are required to wear appropriate attire for the work environment to which they are assigned.

WORKING CONDITIONS

May be required to work a varied schedule of hours, which may include early mornings, evenings, weekends, and holidays, at a variety of City facilities.