What are the responsibilities and job description for the Customer Experience Operations Assistant position at the Rockford Park District?

Title	Customer Experience Operations Assistant
Department	Lockwood
Status	Seasonal
Work Location	Lockwood Park
Reports To	General Manager Lockwood Park
Wage	$17/hour
Position Description	Provides on-site, seasonal customer service and operational support at Lockwood Park. As a key front-facing team member, this role greets visitors, registers participants for programs (such as trail rides, camps, and special events), handles transactions, and supports daily office and event operations. The position works closely with and takes daily operational direction from the full-time Customer Experience Operations Coordinator to ensure a welcoming, efficient, and positive customer experience at the Perks Family Equine Center and Lockwood Park.

ROCKFORD PARK DISTRICT VISION, MISSION AND LEADERSHIP BY VALUES
Agency Vision	To be the best urban parks and recreation system in North America, as measured by national standards and the citizens we serve.
Agency Mission	The Rockford Park District is in business to “help people enjoy life” by providing a quality park and recreation system.
Vision & Planning System	The District aligns itself and all its resources to achieve its purpose, vision, mission, and priorities. This successfully drives the strategic plan, operational plans, and performance goals.
Policy Management & Operations System	Every team member serves as an active contributor in the development of the team’s operational plan; develops job strategies and plans that support the team’s operational goals; identifies timetables for completion; plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks.
Leadership by Values System	Leadership by Values can only be achieved if all team members believe in and live by these shared values: accountability, integrity, passion, agility, relationship oriented, results driven, service oriented, respectful, and innovative. While all team members share these essential values, our culture is enriched by and welcomes the diverse supporting values of its team members.
Diversity, Equity, Inclusion and Belonging Statement	The Rockford Park District is committed and accountable to being a place where everyone is invited and belongs, as demonstrated by being an inviting, equitable, and inclusive environment, respectful of all people, embracing diversity, creating accessibility and valuing all team members, partners and community members for their unique experiences and backgrounds.

RELATIONSHIPS TO RESULTS CULTURE
Definition	Sustained by long-term, positive, exceptional relationships with stakeholders and team members as our hallmark of success.

ONE TEAM, ONE GOAL COMMITMENT
Definition	To work together to achieve the mission, vision, and shared values of the Rockford Park District.
Connectedness	Departments are truly interconnected to support the mission and vision of the Rockford Park District.

ESSENTIAL FUNCTIONS include the following. Other duties may be assigned

Leadership by Values

Establish and maintain a high level of citizen confidence.
Demonstrates the principles of One Team, One Goal in daily interactions with staff and guest.
Establish and maintain exceptional relationships with internal team members and external stakeholders.
Support and ensure a culture of diversity, equity, inclusion and belonging exists in all areas of the Park District.

Customer Experience

Warmly welcome and assist all visitors to Lockwood Park, providing a stellar first impression at the Perks Family Equine Center and related programming areas.
Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries regarding programs and facility guidelines, transfer calls, and relay messages accurately.
Monitor and respond to general email and voicemail requests, ensuring timely follow-up.
Resolve customer concerns quickly and effectively to ensure total satisfaction, referring complex or escalated issues to the Customer Experience Operations Coordinator or
Program & Operations Manager as needed.
Maintain the cleanliness and upkeep of the office, lobby, reception desk, and public service areas to present a neat and welcoming environment.

Operational Excellence

Process customer registrations for Lockwood Park programs, including trail rides, pony rides, riding lessons, camps, and seasonal activities using RecTrac software.
Book shelter reservations, group tours, and coordinate scheduled programming bookings.
Sells admission tickets, passes, and retail merchandise at the reception area.
Follow Rockford Park District cash control procedures exactly, including preparing cash till sheets, completing daily cash reports, and reconciling transactions.
Assist with fee assistance requests and payment plans under the guidance of the Coordinator, collecting required documentation and verifying completeness.
Ensure secure collection, handling, and transmission of sensitive customer data, including credit card transactions and household accounts.
Assist with updating daily programming schedules and calendars for Lockwood Park activities.
Coordinate and distribute registration materials, brochures, and waivers to program staff, parents, or participants.
Generate and compile basic reports from RecTrac (such as attendance rosters and registration lists) as requested by the Coordinator or Manager.
Provide coordination and cashiering support for Lockwood Park special events, tournaments, and weekend programming.
Operate standard office equipment including copiers, fax machines, and voicemail systems.

Compliance

Maintain a working knowledge of department safety procedures and follow PDRMA guidelines.
Attend safety training programs, educational in-services, and department meetings as required.
Maintain comfort and awareness while working near animals (horses, farm animals) at an outdoor facility.
Report all accidents, incidents, and unsafe conditions to the Supervisor immediately and complete incident reports accurately.
May receive, prepare, handle and store confidential personnel information; maintains strict confidentiality.

Salary : $17

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