Customer Service Manager

Full time, Exempt

Application Closing Deadline: For best consideration, please submit your application materials by 4:00 p.m. March 21, 2024

Hiring Range is $62,192 to $77,768 annually based on qualifications, education and experience as it relates to the position.

Position Summary:

Under direction of the Recreation Manager, this position is responsible for the overall management of recreation center customer service operations across multiple recreation centers. This position is primarily responsible for leadership and day-to-day management of front desk staffing and operations, facility rentals, various drop-in facility activities, general admission/pass management and guest related incidents and issues for general facility use. Performs duties in a manner consistent with the stated values of the organization.

Essential Duties:

• Plans and leads the daily operations of the recreation center customer service staff located within multiple District facilities to ensure consistent delivery of a high level of customer service, general policy enforcement, and support of facility programs.
• Provides leadership and direction of short and long range plans, goals and vision, as well as implements and communicates District plans, policies and procedures to the staff and public.
• Supervises the daily work activities of full-time and part-time personnel, instructors, contractors, and/or volunteers. Recruits, interviews, and hires new staff. Provides constructive and timely performance evaluations. Works with employees to correct deficiencies. Handles discipline and termination of employees in accordance with organizational policy.
• Develops competent and productive staff by conducting or coordinating employee training with an emphasis on safety, quality customer service, overall District knowledge, and establishing customer loyalty. Ensures proper training of employees in CPR/AED & First Aid use.
• Determines staffing needs, oversees the scheduling, assignments, and daily workflow of assigned staff, and provides backup support as needed. Reviews and approves employee bi-weekly timesheets. Works directly with Payroll to resolve any pay issues.
• Administers and adheres to District policies. Prepares, enforces, maintains and modifies policies and procedures manuals that comply with local, state and national regulations. Conducts periodic staff meetings to provide and gather information; answers questions and responds to complaints and concerns, both internally and externally.
• Oversees all aspects of general admission, pass sales and point of sale for customer service operations.
• Utilizes a variety of software systems for general admission/pass management, program registration, facility scheduling, information sharing, work orders and security monitoring.
• Oversees various drop-in general facility activities such as open gym, racquetball use, drop-in games and others as assigned. Includes scheduling and thorough internal and external communication methods.
• Oversees facility rentals including responding/approving inquiries and ensuring adequate scheduling/communication for the maintenance department, payment collection and an overall positive customer experience.
• Assists in coordinating special events throughout the District.
• Maintains a culture of providing excellent customer service and ensures consistency across all facilities and programs. Works to resolve any escalated customer concerns and/or complaints.
• Continuously evaluates programs, activities, and facilities to determine community needs and identify opportunities for improvement; makes recommendations for improvement, and implements changes.
• Prepares and monitors budget, manages revenues and expenditures, and prepares financial reports. Prepares purchase orders, RFPs, and invoice requests; purchases, maintains and inventories program and facility supplies. Prepares short and long-range revenue/expenditure projections, checks revenue streams, identifies grant and other external funding opportunities, and persuasively communicates program goals to potential funders to obtain funding needed to maintain exceptional programming. Develops and implements strategies to increase usage of assigned areas. Calculates program fees to meet cost-recovery goals. Formulates comprehensive business plans by researching and analyzing market information.
• Drafts contracts for contracted programs and manages vendor relationships.
• Develops and maintains professional relationships with District employees, vendors, citizens, and various outside user groups to coordinate their programs and special events.
• Responds tactfully, respectfully and in a timely manner to inquiries and problems in person, through email, phone and mail by providing helpful information and explanations in-line with District policies and procedures. Thoughtfully handles confrontational or stressful interactions.
• Provides a high level of professional, timely and accurate communication both internally and externally, through effective verbal and written methods. Maintains accurate print and online information.
• Maintains records and prepares periodic reports as directed including attendance, program registration, facility usage reports, personnel reports, and others as needed. Completes all daily maintenance, incident/accident reports, and inventory logs according to district procedures in a timely manner.
• Ensures proper safety and risk management procedures at the facility. Recognizes and responds appropriately to facility related emergencies and dangerous situations such as evacuations, medical emergencies, suspicious behavior, etc. by reacting quickly and calmly; administers first aid as needed. Response may be required outside of normal office hours.
• Develops and maintains 5-year capital improvement plan, obtain bids and oversees successful and timely completion of approved projects within areas of supervision.
• Coordinates with the Communications Department to develop, implement, and track results of all marketing strategies to notify the public of District events and promote a positive image to the public. Participates in community planning and organizational meetings.
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the assigned area.
• Attends, leads and/or participates in staff meetings, trainings, and orientations, and serves on a variety of District-wide committees. Promotes teamwork District-wide.Attends work on a regular, reliable and punctual basis.

This job description should not be construed to imply that these requirements are the exclusive duties of the position. Incumbents may be required to follow any other instructions, and to perform any other related duties, as may be required.

Education and/or Experience:

• Bachelor's Degree in Recreation Administration, Facility Management or other related field.
• Minimum of three (3) years’ experience in customer service including one (1) year of personnel supervision.
• Any combination of experience, training and education that demonstrates the required knowledge, skills and abilities to perform the essential functions of the position may be considered.

Licenses, Certifications, and Other Requirements:

• Certified Park and Recreation Executive (CPRE) and/or Certified Park and Recreation Professional (CPRP) certification preferred.
• CPR, First Aid, and AED Certification or the ability to obtain upon hire.
• Must possess a valid Colorado Driver License or the ability to obtain upon hire and maintain an acceptable driving record.

Necessary Knowledge, Skills and Abilities:

• Ability to establish strong leadership practices and philosophies and implement within the general practices of the Customer Service Team.
• Ability to prioritize and organize workload of self and supervised staff.
• Ability to effectively manage and prioritize situations and goals to maximize available resources.
• Problem solving skills to analyze complex problems and implement appropriate corrective actions.
• Knowledge of customer service and general facility management practices and systems as related to recreation center operations.
• Knowledge of budget planning and management.
• Skills in recruiting, training, supervising, evaluating, and motivating employees.
• Ability to work independently and with a team in a fast-paced and high volume environment with emphasis on accuracy and timeliness.
• Ability to work productively without supervision within established policies and procedures.
• The ability to successfully establish and maintain safe environments; knowledge of and ability to perform emergency first aid procedures.
• Working knowledge of Microsoft Office applications, including Word, Excel, Outlook, and Publisher.
• Skilled in training, communications, and public relations.
• Ability to interpret and evaluate the work of staff effectively.
• Must be highly motivated and take direction well.
• Excellent interpersonal skills with the ability to provide outstanding customer service, establish and maintain effective working relationships, and interact with others in a professional manner.
• Excellent communication skills to express facts, data, and ideas clearly and concisely both orally and in writing; and to develop, facilitate and lead presentations.
• Ability to research, gather, organize and analyze information.
• Ability to work a varied schedule which may include some evenings, weekends, and holidays.

Material and Equipment Used:

• Regularly uses standard office equipment including a personal computer, phone, printer, and photo copier.
• This position may need to drive a District and/or personal motor vehicle to various District facilities.

Working Environment:

• This position primarily works in busy Recreation facility environments subject to continuous interruptions and background noises.
• Occasionally works outside subject to variable weather conditions, ecosystems, and landscape.

Physical Requirements:

• Extended periods spent standing, sitting, and walking.
• Occasional physical work lifting up to 50 pounds.
• Required to use hands and fingers to handle or feel objects, tools or controls; and reach with hands and arms.
• May occasionally climb, squat, stoop, kneel, crouch or crawl.
• Frequent hand/eye coordination to operate personal computer and office equipment.
• Vision for reading, recording and interpreting information. Vision acuity to see close-up and at a distance with the ability to adjust focus allowing a broad field of vision.
• Speech communication and hearing to maintain clear and effective communication. Must understand and be understood.
• Must have the ability to physically access recreation centers in all weather conditions.

This list is not all-inclusive and represents examples of the work environment and physical demands.

We’ve Got You Covered!

South Suburban pays:

• 90% of the employee-only medical insurance cost
• 68% of dental & vision insurance cost
• 100% short-term & long-term disability cost
• 100% life and accidental death & dismemberment insurance cost

South Suburban offers:

• FSA options for additional medical expenses

Happy Employees Are the Best Employees

• South Suburban provides an employee assistance program at no cost that includes: counseling, financial planning, legal assistance, and much more!
• Our Employee Wellness Program gives covered staff the ability to reduce their medical premium by $360 annually

Take Time Away to Do What You Enjoy

• 10 paid holidays per year
• 4 personal days per year
• Earn 11.5 paid vacation days per year
• Paid sick leave to rest, recover, and take care of yourself

We’ve Got Your Back

• Up to 8% 401(a) Employer contribution/match that vests after 3 years of service
• Diverse trainings to grow your professional and personal skillset
• Tuition Reimbursement Program that covers up to $1,800 per year

Play Where You Work

• Employee engagement is a priority at South Suburban. Staff gatherings have included: pictures with the Stanley Cup, Chili Cook-Off, Ice Cream Social, Shuffleboard Tournament, Employee Appreciation Luncheon, just to name a few
• Monthly wellness challenge opportunities and staff recognition honors

We LOVE Our Facilities and So Will You:

• Free daily admission to recreation centers, tennis courts, ice rinks and swimming pools
• 50% off food at South Suburban restaurants
• $5 to $10 for nine holes of golf at four different courses

SSPRD offers an excellent comprehensive benefit package including but not limited to: Medical/Dental/Vision. For a more detailed overview, please view the Benefits Guide for Full Time Employees

About Us

Our mission is to foster healthy living through stewardship of the environment, parks, trails, and open space by providing recreational services and programs.

We serve residents in Bow Mar, Columbine Valley, Centennial west of I-25, Littleton, Lone Tree and Sheridan and unincorporated portions of Douglas, Jefferson and Arapahoe counties. We operate four full-service recreation centers, golf courses, outdoor pools and restaurants, two ice centers and miniature golf courses, a botanical garden event center, a BMX track, a sports dome, batting cages, an entertainment center, a hotel and a nature center. In addition, we maintain nearly 3,800 acres of developed and open space land, including 119 multi-purpose athletic fields, more than 100 parks, nearly 80 miles of trails, 60 playgrounds, 56 tennis courts, and the 880-acre South Platte Park.
Experience and Skills:
From: South Suburban Parks and Recreation