Customer Service Center Representative (4723C), Recreational Sports - 55591 About Berkeley
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Departmental Overview
The Department of Recreational Sports provides competitive and recreational opportunities for students, faculty, staff, and campus-affiliated community members. In addition to the 33 sports clubs, the department offers a wide range of recreational activities and state-of-the-art equipment.
Application Review Date
The First Review Date for this job is: July 19, 2023
Responsibilities
PROGRAM
Membership-provide customers with information concerning Membership types, process payments for memberships and process CRC photo ID Membership Cards. Provide facility tours as needed.
Passport - provide passport customers with application forms; answer questions, and ensure customers submit complete applications and pay correct fees. Administer the passport oath to customers and witness the customer's signature on applications. Forward all applications and documents to Passport Services for further processing.
Enrollment -set-up and maintain the online store, website, and program binders. Set up and maintain waiting lists. Process camp/class/clinic enrollments, and send out receipts, confirmations, and program information. Generate program reports for review and use by program managers and directors. Respond to non-routine patron requests for refunds, payment issues, transfers, special requests, etc.. and work with the Customer Service Manager to resolve these issues. Assist with editing brochures and submitting changes to the department's Media/Communications Manager.
Cashier - operates cash register, Point of Sale Program, Fusion, and online sales. Process cash, check, and/or charge payments. Adhere strictly to University Cash Handling Policies.
Reconcile and balance cash in preparation for deposit.
Appointment Services - assist patrons in the use of the online scheduling systems. Schedule appointments as needed.
Rec Programs - have a thorough knowledge of all Recreational Sports Department programs and provide accurate information and referrals to customers and members.
Facilities-have a working knowledge of all recreation facilities and program assignments, as well as program schedules and use of EMS Master Calendar to search scheduling detail.
Serve as a point person for critical areas such as Passports and Enrollments.
CUSTOMER SERVICE
Provide customer service by selling a wide variety of Rec Sports products and services, including, but not limited to, memberships, locker sales, passport application processing, and other Rec Sports products and services.
Phone - answer promptly using standard department salutation.
Email - answer e-mail correspondence within 24 hours.
Assist walk-up patrons - prioritize walk-up customer needs over the phone and email.
Problem-solve - customer and program issues that impact sales and registration.
Adhere to unit dress guidelines of business casual dress attire.
As the front-line representative for all program and membership questions, this position plays a key role in sales and customer relations.
ADMINISTRATIVE SUPPORT
Data entry - process program and project information, both routine and by special request, into database systems.
Photos and membership cards - process passport photos and new/replacement membership cards using electronic imaging equipment.
Refunds - prepare forms and reports for final signatures and processing.
Reports - generate routine and special request reports as assigned.
Service requests - submit purchasing, maintenance, and computer requests per department protocol and procedures.
OTHER
Work a flex schedule to meet customer flow and demand; seasonal peak periods.
Open & close office. Maintain a clean and orderly work area. Maintain necessary supplies and forms/brochures. Inform Customer Service Manager when supplies are needed.
Provide program information to other guest services units (Locker Rooms, Hearst Service desk, etc.).
Other duties as assigned by Rec Operations and Customer Service Center manager.
Maintain annual certification as US Passport Representative.
Assist with training student cashiers on the operations at two satellite locations, the Golden Bear Recreation Center & Strawberry Canyon Recreation Area.
Required Qualifications
Working knowledge in administrative procedures and processes including word processing, spreadsheet, and database applications.
Requires verbal and written communication skills, active listening, critical thinking, multi-task, and time management skills.
Familiarity with adult, youth, and outdoor program clientele and environment.
Must have knowledge in computer skills including Microsoft Word, Excel, Filemaker Pro, Fusion; passport process; intranet; basic accounting skills (to compute discounts).
Excellent customer service skills.
Ability to communicate verbally and in writing, ability to multi-task, ability to accomplish work tasks in a stressful and fast-paced environment.
Education/Training:
High school diploma and/or equivalent experience/training.
Preferred Qualifications
Ability to learn department and University policies regarding all recreation program and sales transaction-related procedures and processes.
Licenses/Certifications:
US Government Passport Agent Certification.
Salary & Benefits
For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.
Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.
The budgeted salary or hourly range that the University reasonably expects to pay for this position is $25.20 (step 1.0).
This is a 100% full-time (40 hours per week), career position that is eligible for full UC benefits.
This position is non-exempt and paid bi-weekly.