Customer Service Representative I/II/III - Recreation - Recreation Center

GENERAL DESCRIPTION

Under general supervision this position is responsible for providing excellent customer service to members, guests, and program participants. This position serves as the first point of contact at the recreation center, handling check-ins, registrations, facility inquiries, and general support to ensure successful daily operations.

SUPERVISION EXERCISED

This position exercises no supervision.

Customer Service II, III

This position may function as lead over Customer Service Representative – PT.

IMPORTANT AND ESSENTIAL DUTIES

Greet all visitors in a friendly and professional manner and provide assistance with facility programs, services, and policies.

Manage member check-ins, verify members, and process guest passes.

Handle program registrations, class sign-ups, and using the center’s software system.

Answer phones, respond to inquiries, and direct calls to appropriate staff.

Process payments for memberships and program fees, issue receipts, and maintain accurate cash handling procedures.

Maintain clean and organize front desk and lobby area and keep forms and informational materials stocked.

Assist with distributing equipment and tracking its return.

Monitor facility usage and enforce rules to ensure safety and proper conduct.

Provide support during special events, activities, and peak traffic times.

Report maintenance or safety concerns to supervisors immediately.

Perform general clerical tasks including filing, data entry, copying, and preparing documents.

Customer Service Representative II

Perform advanced front desk tasks, including refunds and account corrections.

Act as lead staff during assigned shifts.

Respond to incidents and help manage emergencies.

Fill in where needed to keep operations running smoothly.

Operation of personal or City vehicle to meetings, scheduled events, and activities.

Customer Service Representative III

Inventory and order required forms and office supplies for the division.

Train lower-level staff and those assisting in the office.

Assist management with operations and special projects.

Provide guidance in the absence of the supervisor and the Division Manager.

OTHER JOB RELATED DUTIES

Perform other job related duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Customer service principles and public relations practices.

Recreation center programs, activities, schedules, and facility policies

Cash handling procedures, point-of-sale systems, and basic accounting

practices.

            Program enrollment processes.

            Facility rules, safety guidelines, and emergency procedures.

            Office procedures, record-keeping, and basic administrative practices.

            Computer applications including email, scheduling software, and recreation management systems.

            Telephone etiquette and front-desk communication standards.

            Conflict resolution techniques and customer service problem-solving.

            Privacy and confidentiality requirements related to member information.

            Accessibility standards and inclusive customer service practices.

            Recreation programming, community services, or parks and recreation operations.

            Skill to:

            Offer courteous, professional, and responsive to customer service.

            Handle cash transactions, process payments, and maintain accurate records.

            Resolve customer concerns and de-escalate conflicts in a calm and professional manner.

            Ability to:

Communicate clearly and effectively with diverse populations, both verbally and in writing.

Operate a multi-line phone system and greet visitors in a friendly, professional manner.

Use computers, point-of-sale systems, and recreation management software.

Multitask, prioritize, and work efficiently in a fast-paced environment.

Follow established policies, procedures, and safety guidelines.

Maintain confidentiality of member and participant information.

Work independently and as part of a team.

Learn and explain recreation programs, schedules, and facility rules to patrons.

Respond appropriately during emergencies and follow emergency procedures.

            Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

            Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

            Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Customer Service Representative II, III

Work independently with little to no supervision and prompting.

Use recreation management software and standard office equipment.

            Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Experience and Training Guidelines:

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying.  Knowledge, skills, and abilities may be obtained through:

Customer Service Representative I

Experience:

One (1) year experience in customer service or front desk operations, preferably in recreation, fitness or community center setting is required.

Customer Service Representative II

Experience:

Three (3) years of previous customer service experience is required.

Customer Service Representative III

Experience:

Three (3) years of experience as a City of Abilene Customer Service Representative II.

Education/Training:

A high school diploma or GED is required.

            License or Certificate:

A valid Texas driver’s license, the ability to obtain one within ninety (90) days, or a military waiver is required.   

Special Requirements:

Ability to work flexible hours including mornings, nights, and weekends.

Ability to travel to other work locations.

Work environment includes the possibility of working outdoors in extreme heat and cold.

Essential duties require the following physical skills and work environment:

With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:

            ___     Sedentary – lifting of no more than 10 pounds

            ___     Light – lifting no more than 20 pounds; carrying up to 10 pounds

            _X_     Medium – lifting no more than 50 pounds; carrying up to 25 pounds

            ___     Heavy – lifting no more than 100 pounds; carrying up to 50 pounds

            ___     Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes:  The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

Codes for how often:

N         =          No

E         =          Extensive (100 – 70% of the time)

M         =          Moderate (60 – 30% of the time)

I           =          Infrequent (20 – 10% of the time)

A         =          Almost Never (<10% of the time)

Code / Task

_E_      Standing

_M_      Sitting

_M_      Walking

_M_      Lifting

_M_      Carrying

_M_      Pushing/Pulling

_I_         Overhead Work

_M_      Fine Dexterity

_I__      Kneeling

_I__      Crouching

_I__      Crawling

_M_      Bending

_I_         Twisting

_I_         Climbing

_I_         Balancing

_E__   Vision

_E__   Hearing

_M_      Talking

___     Other:  _____________________