Customer Service Specialist - Thrive

Position Summary

The Customer Service Specialist oversees front-line guest service operations at Thrive, ensuring smooth daily operations, staff supervision, and exceptional customer experiences. This position manages membership and reservation transactions, implements operational policies, and supports the department’s strategic goals.

Essential Functions

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

• Embody and model “The Lewisville Way” by promoting teamwork, accountability, and exceptional service in all customer interactions and staff training.
• Oversee daily customer and guest service desk operations to ensure efficient, accurate, and customer-focused service delivery in alignment with Thrive’s strategic and business goals.
• Maintain and update reservation software and reporting tools; provides performance and financial reports as needed.
• Respond to and resolve escalated customer concerns promptly and professionally.
• Supervise and schedule assigned part-time staff; provides coaching, training, and performance feedback to ensure consistent adherence to department standards and procedures.
• Implement and maintain operating policies, procedures, and systems that enhance guest services, including memberships, facility rentals, child watch, birthday parties, and special events.
• Administer and maintain reservation and recreation management software; generates and analyzes operational and financial reports to support data-driven decision-making.
• Manage merchandise and inventory control processes, ensuring accurate tracking and compliance with purchasing and cash-handling procedures.
• Evaluate customer service effectiveness, identify areas for improvement, and recommend or implement procedural enhancements.
• Provided assistance to customers with memberships, program registration, facility rentals, and merchandise sales, ensuring a seamless and positive experience.
• Respond promptly and professionally to escalated customer inquiries, complaints, and concerns, ensuring appropriate resolution and follow-up.
• Promote Thrive amenities, programs, and services to members, guests, and the public through positive engagement and effective communication.
• Serve as an informational resource for residents, businesses, and community groups regarding Thrive and Parks and Recreation services.
• Verify and prepare daily deposits for vendor pick-up and ensures compliance with cash-handling and reconciliation procedures.
• Maintain accurate and up-to-date records within the recreation software system and departmental databases.
• Contribute to the development and monitoring of guest service budgets, goals, and performance metrics as assigned.
• Work a flexible schedule, including evenings, weekends, and holidays, to meet facility operational needs.

Position Qualifications

Education: High School Diploma or GED. Associate degree or two (2) years of advanced education is preferred.

Experience: Three (3) years of office/clerical or related experience is required.

A high school diploma or GED equivalent is required for this position and may not be substituted. Beyond this requirement, any combination of related education, experience, certifications, and licenses that will enable a candidate to successfully perform the essential functions of the job is an acceptable substitute for the remaining specified education and experience requirements.

Licenses and Certifications: CPR/AED certification must be obtained within six months of hire date.

Conditions of Employment: Must submit to and pass a pre-employment drug test.

Other Requirements: Must be able to work a flexible schedule, including evenings, weekends, and holidays, as required by facility operations. Must maintain professional appearance and conduct consistent with City values and service standards.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES
Knowledge of: General computer and office equipment; customer service; and basic math.

Skilled in: Excellent communication and interpersonal skills for working with staff, members, and community partners; demonstrating control and a pleasant demeanor in challenging situations; Enforcing policies and procedures, make mature judgments, manage multiple tasks, and work weekend and non-traditional hours; Utilize a variety of advisory data and information, such as CPR and first aid guides, work schedules, reservation software, employee training manual and City policies and procedures manuals;10 key typing; customer service and problem solving; strong organizational skills and attention to details; accepting responsibility for his/her actions; performing work accurately and thoroughly; following instructions, safety practices, and standard operating procedures in performing assigned tasks; communicating effectively, clearly, and concisely both orally and in writing; being punctual and attending work regularly; and working effectively with people regardless of their race, sex, color, religion, national origin, age, disability, gender identity or expression, sexual orientation, veteran' s status, genetics, or job type.

Physical Demands and Working Conditions: This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone. Positions in this classification occasionally bend, stoop, kneel, reach, 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 10 pounds.

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

The City of Lewisville has reviewed this job description to ensure that essential functions and basic duties have been included. The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities, which may be required. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.

Levels of positions within a class series are distinguished by the level of responsibility assumed, the complexity of duties assigned, the independence of action taken, the nature of the public contact made, and the impact and span of tasks performed.

This job description is not an employment agreement or contract. The City of Lewisville has the exclusive right to alter this job description at any time without notice.

Work Hours

Sunday - Thursday.

Experience job stability and attractive benefits by pursuing a full-time career in municipal government with the City of Lewisville.

• TMRS – Employees are required to contribute 7% of their salary, the City will match 2:1
• 457(b) Deferred Compensation Plan – if employees contribute a minimum of 4%, the City will contribute 3.76% to a 401(a) Plan in the employee’s name (vested after 5 years of service)
Medical Coverage (includes Prescription Drugs) – 2 medical plans through CIG
• , including an HSA
• Dental Coverage through CIG
• Vision Coverage through Superior Vision
• Employee Assistance Program
• Flexible Spending Accounts (Medical and Dependent Care FSA’s)
• Pre-tax Premium Deductions
• Life Insurance equal to four times annual salary
• Accidental Death and Dismemberment Insurance equal to three times annual salary
• Voluntary Dependent Life Insurance
• Long-Term Disability Insurance
• Voluntary Accident, Hospital, and Critical Illness Coverage
• 10 days of vacation per year for years 1-4, 15 days of vacation per year for years 5-9, and 20 days of vacation per year for 10 years of service.
• 15 sick days per year
• 11 paid holidays per year
• 8 Hours of Paid Volunteer Time Off per year through our VTO Program
• 15 days paid military leave per year
• Extended military pay if called to active duty
• Workers’ Compensation
• Near-site Wellness Center
• Wellness Incentive Program
• Employee membership discount to Thrive, LELLA, and Lake Park
• Employee recognition programs and events throughout the year