Customer Service Representative- Aquatic

Position Description

Seattle Parks and Recreation (SPR) is a national leader and innovator in the services and programs we provide to our residents who enjoy our public spaces such as parks, community centers, specialty gardens and swimming pools. Our mission is to equip employees and the public for well-being as we support healthy people, a thriving environment and vibrant community. We provide safe and accessible spaces for residents and visitors to work, recreate, rejuvenate and enhance quality of life and wellness for children, teenagers, adults and seniors. Delivering excellent customer service to all is a core value.

Equity & Inclusion

Seattle Parks and Recreation commits to advancing equity and social justice in our department and in every neighborhood by growing a dynamic and diverse workforce, developing strong investments, growth opportunities and beneficial partner strategies as we acknowledge and pledge to close disparities created by historical practices which often hindered workforce development, environmental justice, access to quality open spaces, programs and facilities. # OneSeattle

Seattle Parks and Recreation (SPR) Aquatics Programs celebrate a community connected to the water by providing safe, healthy, fun, water-related programs. SPR serves a diverse audience encompassing all ages and backgrounds. The Customer Service Representative (CSR) position works to directly serve customers of indoor and outdoor swimming pools in Seattle and will respond to a variety of customer needs and requests while providing exceptional customer service and support to all facility users and visitors.

Working hours vary based on facility needs and your availability but may include both evening and weekend hours.

This position will report to the Aquatic Center Coordinator .

Job Responsibilities

• Provides excellent customer service using phone, email and in person communication. Greets customers entering aquatic facility.
• Effectively communicates information about a wide variety of Recreation events, programs, aquatics offerings, opportunities, resources, or other neighborhood/community services.
• Performs transactions in support of registration and building entry, often during busy times requiring poise and attention to detail
• Explains policies, procedures and requirements related to class enrollment, program participation or facility use .
• Performs customer service, conflict resolution and de-escalation with diverse members of the public including people with English language barriers, people with hearing impairments and other disabilities and people from vulnerable populations such as unhoused individuals.
• Assists customers in identifying City-Wide Recreation programs, activities, and services to fit their needs and interests. Customer Service Representatives serve as the connection point to all offerings that Seattle Parks and Recreation provides.
• Serves as the first line of contact for members of the public. Answers a variety of questions, concerns and complaints related to SPR and city-wide issues. Refers unresolved issues to appropriate personnel for dispositioning and/or follow-up as required.
• Responds to customer inquiries and complaints. Seeks resolution through resolving account discrepancies and referring customers to appropriate SPR personnel to address issues.
• Communicates effectively with many internal and external SPR partners regarding the programming and operation of Aquatics Facilities
• Prepares brochures, flyers, social media, and other forms of information to share with the public.
  
  

Qualifications

Requires a minimum of one year of clerical experience involving customer service, public contact and/or experience in a billing process (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class).

Successful candidates will demonstrate the following experience, skills, and abilities:

• Three or more years of customer service experience.
• Ability to provide kind and empathetic customer service.
• Demonstrates strong cultural sensitivity skills when engaging visitors and coworkers.
• Fluency in English with the ability to speak a second language.
• Knowledge of operation for a computerized cash handling and registration system or a strong aptitude for computer learning.
• Willing and able to learn new concepts and procedures, with the ability to handle stressful situations with a positive attitude.
• Ability to work independently as well as a strong team player that demonstrates reliability, engages in problem solving, understands constructive communication and exhibits care and commitment to their work.
• Experience working with diverse populations in a fast paced environment .
• Experience with or knowledge of swimming pool programming.
• Proficiency using Microsoft office products.
• Experience using Active Net or other computer-based registration and entry software.
• Strong math aptitude and excellent verbal communication skills.
• Ability to work independently as well as a strong team player that demonstrates reliability, ability to problem solv e , understands constructive communication and exhibits care and commitment to their work.
  
  

Additional Information

Special Working Conditions:

• Work involves dealing directly with customers who may be upset, angry and/or abusive.
• May be required to work outside of normal shift in the event of an emergency, such as an unscheduled power outage.
• May be required to stand during shift and lift up to 30 lbs.
  
  

The full salary range for this position is $32.31 - $36.70 Hourly.

Application Process

Please submit the following with your online application:

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement
• A current resume of your educational and professional work experience.
  
  

Who May Apply : This position is open to all candidates that meet the qualifications. Seattle Parks and Recreation values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle Parks and Recreation encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA , people with disabilities, veterans, and those with diverse life experiences.

Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance , SMC 14.17 and the City of Seattle Personnel Rule 10.3 (Download PDF reader) (Download PDF reader) . A driving history review may be conducted in compliance with SMC 4.79.020 .Applicants will be provided an opportunity to explain or correct background information.

SPR’s Core Competencies Are

Accountability & Action: Holding yourself accountable for achieving goals, completing tasks, and delivering quality work. Demonstrating thoughtful initiative in actions and decision-making and promoting high quality standards.

Equity and Inclusion: Supporting the goals of the Race and Social Justice Initiative and the City's commitment to workforce equity.

Communication: Sharing and exchanging information and ideas with people in a variety of ways to help them understand and remember the information.

Service: An ongoing commitment to base decisions and actions on the needs and priorities of the City.

Teamwork: Participating as an engaged member of a team to achieve group goals. Effectively working with internal and external people to complete tasks and achieve work group goals.