What are the responsibilities and job description for the Member Services Representative position at City of Allen?
With over 100,000 residents, the City of Allen is a dynamic and welcoming community. The City of Allen's strong economy, diverse population, great educational institutions, and quality of life make it the ideal place to work, live, and play. The City of Allen has something to offer for everyone.
The City's Mission, is "To achieve excellence in managing development of the community and in providing city services so that conditions of living and public confidence are continually enhanced".
Our employees serve the citizens of Allen with the PRIDE values. We do "Work that MATTERS!"
- People First – Giving priority to others
- Respect – Treating others with courtesy and dignity
- Integrity – Serving with honesty, trust and hard work
- Deliver – Following through on commitments while exceeding expectations
- Excel – Creating an innovative and improving work environment
The Position:
Under direct supervision, maintains the integrity of the City's recreation facility operations. This is accomplished by providing customer service to new and current members, assisting with front desk operations, conducting facility tours, assisting with special events and rentals, and resolving customer complaints. Other duties may include answering phones, opening and closing facilities, working the concession stand, playroom, and interfacing with other City employees and citizens. This position does not provide direction to other employees.
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
- Provides customer service support by greeting customers, administering tours of the facility, answering phones, directing incoming calls, responding to customer and employee inquiries, implementing new member contracts and supporting the front desk operations.
- Maintains inventory of supplies and equipment.
- Registers citizens for membership, classes, camps and activities by operating ACTIVE software, entering data, ensuring necessary paperwork is completed, filing records and providing members with pertinent information regarding the facility and registration.
- Processes Point-Of-Sale (POS) transactions by operating ACTIVE Software, entering and recording sales transactions and taking payments.
- Promotes the facility, programs and services to members and guests; resolves customers' complaints and responds to customer inquiries.
- Provides various administrative services by ensuring safety in front lobby, maintaining adequate levels of supplies, and assisting with concessions.
- Maintains facility, interior and exterior, by reporting complaints and problems, making calls for repair, handling customer complaints where appropriate, identifying current risk and forecasting potential problems.
Work requires broad knowledge in a general professional or technical field. A typical way to obtain the required qualifications would be:
- High School diploma or equivalent with no prior relevant work experience.
Certification and Other Requirements:
- First Aid/CPR Certification (adult and children), or ability to obtain with sixty (60) days from hire.
- Babysitting Certification, or ability to obtain within thirty (30) days from hire.
- Food Handlers Certification or ability to obtain within thirty (30) days from hire.
- All certifications are provided by the City of Allen
City rules, regulations, policies, and procedures.
Principles of record keeping and records management.
Modern office practices, procedures, and equipment.
Skill in:
Assessing and prioritizing multiple tasks, projects and demands.
Providing outstanding customer service and conflict resolution.
Operating a personal computer utilizing a variety of business software.
Reading and understanding City, State and Federal rules and regulations.
Establishing and maintaining working relationships with the public, vendors, and City employees.
Effectively communicating in both oral and written format.
Physical Demands / Work Environment:
Standard office environment with occasional outdoor.
Ability to communicate with patrons and team members professionally and respectfully 50% - 70% of work time.
Ability to work a shift schedule including weekends and holidays.
Ability to lift 10 pounds occasionally.
Ability to sit or stand for long periods of time.
Ability to bend, climb, walk, and crouch.
Ability to operate athletic, Audio/Visual, and concession equipment.
Ability to use hand tools.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as needed.