Under general supervision directs and coordinates all customer service-related activities in the facility. Hires, trains, supervises, and evaluates all customer service representatives and reservation clerks in the facility.
ESSENTIAL JOB FUNCTIONS
- Select, hire, train, and evaluate staff that provide customer service to the public.
- Oversee the management of rentals and reservations including working with customers.
- Provide customer service by registering citizens for activities and receiving money and responding to customer inquiries.
- Develop and implement a training and onboarding program for all Customer Service Representatives in the department.
- Use and train on the current reservation software utilized in the department.
OTHER JOB FUNCTIONS
- Prepare general reports on various program components and customer requests for information.
- Work with various organizations, individuals, and other departments to accommodate needs for facility access, program information or facility rental.
- Perform facility maintenance such as cleaning up spills and cleaning restrooms and weight room.
- Assist with scholarship programs and insurance partners’ memberships.
- Operate a multi-line telephone system and take messages for appropriate staff.
- Operate as a member of the facility management team.
MINIMUM QUALIFICATIONS
Knowledge, Skills and Abilities Required:
- Knowledge of modern office methods, practices, and equipment.
- Knowledge of facility management to ensure a safe and productive experience for users and customers.
- Skill in operating a multi-line telephone.
- Knowledge of computer skills to register customers, authorize refunds and account for site revenues.
- Knowledge of appropriate interpersonal skills with the public and city staff to maintain positive relations.
- Knowledge of maintaining a clean and safe work site.
- Knowledge of operating a motorized vehicle as an essential function of the position (Safety Sensitive Position).
Qualifying Education and Experience:
- Bachelor’s degree in hospitality, recreation management, marketing, or related field.
- Two years related experience or any combination of the two.
PREFERRED QUALIFICATIONS
Knowledge, Skills and Abilities Required:
- Supervisory experience.
- Previous experience in scheduling software.
- Previous experience in reservation software.