Lead Customer Service Representative (Part-Time)

Summary

WORKING FOR THE CITY OF MCKINNEY
Working for the City of McKinney is more than a job. It is an opportunity to make a meaningful difference in the lives of others. It is also an opportunity to have a hand in the development of one of the fastest growing communities in the nation. Proudly recognized on the Top Workplaces USA list by USA TODAY, our team is dedicated to making McKinney one of the best places to work, live, and raise a family. That’s why we exist. Join us and start making a difference today.

OUR CORE VALUES
City of McKinney employees work hard and at a very fast pace. However, we also look after and support one another. All of us are guided by four employee-generated values – Respect, Integrity, Service, and Excellence (RISE). We are also supported by servant-based leaders who foster and support a healthy, family-oriented culture. All new employees are expected to embrace and live by our core values and commit to helping us sustain our exceptional work environment as a high performance organization.

SUMMARY OF POSITION
Responsible for supporting and enforcing the rules, regulation, and safety of the entire facility, with direct focus at the front desk and in customer service. Act in a dependable manner by meeting schedules and deadlines, adhering to policies and procedures, and maintaining a good attendance record. Serve as a supervisor on duty various days and evenings throughout the week and on weekends.

Essential Functions/Knowledge, Skills, & Abilities

GENERAL EXPECTATIONS FOR ALL EMPLOYEES
In order for us to continue to achieve our primary function of making McKinney a better place to live, work, and raise a family, we hold these expectations for all employees.

• Learn and demonstrate an understanding of how team, department, and City goals are interconnected.
• Contribute to a positive work culture.
• Maintain regular and reliable attendance.
• Ability to assess his/her work performance or the work performance of the team.
• Contribute to the development of others and/or the working unit or overall organization.
• Ability and willingness to work as part of a team, to demonstrate team skills, and to perform a fair share of team responsibilities.
• Ability to continuously learn and develop through a mix of internal and external training opportunities, and if applicable, encourage subordinates to do the same.

• Provides positive and enthusiastic customer service to all Membership, Pass holders and Guests through compliance with the proper City of McKinney phone etiquette by greeting members by name, exceeding their expectations with service, saying goodbye and inviting them back again the next day.
• Assists Members and Guests with program registrations and facility bookings for facility programs and services in accordance with front desk software.
• Promotes all facilities, programs and services when in contact with Members and/or Guests.
• Assists Supervisor with inventory control and concessions management.
• Assists Supervisor with training and hiring of customer service representatives.
• Resolves customer questions and complaints

• Conducts oneself at all times in a manner of professionalism that aligns with the values, philosophies and standards of the City of McKinney.

• Serves as a supervisor on duty various days and evenings throughout the week and on weekends.

• Attends all scheduled employee meetings.

• Adheres to all written mandatory standards of operation, policies, procedures, manuals, memos, and oral instructions, etc.
• Arrives to work every day, on time as scheduled.
• Exercises good interpersonal skills by gladly assisting others to accomplish the work of the organization, even if it is outside the scope of regular duties. Respond to people, staff and the public in a tactful, professional and pleasant manner.

• Performs other duties as assigned or directed.

• Ability to embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
• Ability to communicate effectively with peers, supervisors, subordinates, and people to whom service is provided.
• Ability to produce desired work outcomes, including quality, quantity, and timeliness.
• Ability to plan and organize work, time, and resources, and if applicable, that of subordinates.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates and customers with respect.
• Ability to carry out detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Build professional relationships with internal staff and customers.
• Offer flexibility and adaptability, especially during times of change.
• Communicate effectively both orally and in writing.

Required Qualifications

MINIMUM QUALIFICATIONS
Any work related experience resulting in acceptable proficiency levels in the below Minimum Qualifications may be an acceptable substitute.

High school diploma or GED equivalent supplemented by 2 years customer service experience. Must have experience with cash handling, managing a register, basic computer, phone and office applications.

First Aid/CPR certification or ability to obtain within 30 days of hire.

CONDITIONS OF EMPLOYMENT

• Must pass a drug screen and background check.
• Must be at least eighteen (18) years of age.

• Mental Health Care through Employee Assistance Program (EAP)