Customer Service Specialist I

Customer Service Specialist I 

Part-time, Seasonal through 10/31/24. 

Open until filled. Screening will begin immediately. 

JOB DESCRIPTION: 

General Statement Of Duties: This Willamalane front desk position provides excellent customer service to patrons in person and over the phone. From being a resource to the public on district information to helping people register for programs, this position is typically, the first point of contact for people calling or visiting our facilities.  Additionally, this position supports Willamalane programs and special events by assisting in program rental room and court set ups, checking on equipment needs and being on site to help resolve facility issues that might occur. Light custodial work is an expectation of this position. This position could be scheduled at any Willamalane facility and may work other job-related duties as assigned. Hours include nights and weekends.

Distinguishing Features Of The Class: An employee in this classification is responsible for monitoring programs and facility operations. Solicits patron compliance with facility policies, procedures and safety guidelines, and completes records and documentation as required. Work is performed under the supervision of a Program Manager, who reviews work primarily on the basis of direct observation and interaction, and information from coworkers and patrons.

Examples Of Essential Duties Performed: (Illustrative only. Any single position of a class will not necessarily involve all of the duties listed, and many positions will involve duties that are not listed.)

• Answer a telephone operating system directing calls to appropriate personnel and departments while multitasking with patrons at the front desk.
• Respond to a variety of patron’s questions in regards to programs, rentals, parks, etc. Assist patrons with program registration, facility rentals, memberships and other needs as required.
• Professionally respond to suggestions and concerns from patrons regarding programs, activities, policies and practices.
• Provide excellent internal and external customer service. Create a positive experience for coworkers and patrons through professional and courteous behavior and effective problem solving resolution.
• Communicate effectively and work cooperatively with all district staff.
• Compliant with district and department policies and procedures.
• Work a flexible schedule, including weekends and evenings.
• Problem-solve with participants regarding program activities/rentals/events.
• Set up and take down chairs, tables, nets, tennis posts, volleyball posts, bleachers and appropriate equipment in accordance with specified schedules; provide other necessary support as needed.
• Provide facility support by assisting the custodial team with light cleaning duties such as but not limited to; emptying garbage, sweeping, mopping, vacuuming, disinfecting surfaces, washing windows, light laundry and performing other custodial duties as assigned.
• Provide programmatic support by making appointments, notifying participants of program/class cancellations/changes and maintaining records and files for programs.
• Provide office support by creating correspondence, memos, calendars, rosters and lists. May also make photocopies, collate and create files for program/staff.
• Attend and participate in mandatory front desk meetings and training as appropriate and relevant to assignments and duties.
• Open and close facility including securing rooms, turning off lights and other equipment, and locking/arming the facility.
• Work independently and as a team.
• Enforce appropriate building/facility operating policies and procedures.
• Respond positively to feedback and accept direction.
• Perform emergency support as directed in the emergency action plan.
• Administer First Aid, CPR, and AED and respond to emergencies as required.

DESIRABLE QUALIFICATIONS:

Knowledge: Basic knowledge of program registration and facility rentals, possess the skills to provide excellent customer service with the public, work independently and as part of a team; basic knowledge of mathematics; ability to use registration software; facility operations and maintenance procedures.

Skills:  Professionally and effectively, communicate and work with patrons and team members; recognize and resolve service, safety, and operations issues.

Abilities: Understand and follow oral and written instructions; work courteously and tactfully with co-workers and the general public; good judgment and initiative in carrying out work assignments; maintain composure in emergency situations; provide accurate information; effectively manage program registrations and facility rentals; handle and count money for change back to patrons; observe and monitor facility operations; accept direction and demonstrate continual learning and improvement; work effectively with frequent interruptions. 

Physical Demands Of The Position: While performing the duties of this position, the employee is frequently required to sit, hear, and communicate.  This position occasionally requires bending and stooping, crouching, carrying with and without handles, pushing and pulling upper extremity, pushing and pulling hip/ leg assist, lifting (floor to knuckle and waist to shoulder), lifting overhead, reach below and above shoulder, and grip/manipulate objects. The position requires mobility including the ability to move materials weighing up to 50 pounds on a regular basis such as files, books, office equipment, bags, chairs, nets, tennis posts (25 pounds), volleyball posts (40 pounds), tables (50 pounds) and may frequently require moving equipment, including bleachers weighing up to 75 pounds with proper safety tools. Manual dexterity and coordination are required over 50% of the work period while operating equipment such as computers, keyboards, telephones, calculators, and standard office equipment. Persons with special needs may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to the disability and the ability of the hiring department to accommodate the limitation.

Personal Protective Equipment: Access to Nitrile gloves for the administration of First Aide, safety goggles, and work gloves as needed per task. 

Working Conditions:  Work is performed primarily indoors in a highly visible, busy public environment with occasionally working outdoors on the sport fields for event setups. Large volume of public contact and frequent disruptions can be expected at times. Flexibility is required to cover shifts, support staff and fulfill other requirements of the position. 

Experience And Training: High school graduation or equivalency and one year of customer service, facility set up and or cashier experience in a busy and highly public environment; or any satisfactory combination of experience and training which demonstrates the knowledge, skills, ability, maturity and professional judgment to perform the above-described duties. Minimum age for this position is 16 years old. 

Necessary Special Requirements: Possession of or ability to obtain current First Aid and CPR/AED certificates; Because this job is considered safety sensitive, a drug screen test will be required prior to employment.

ADDITIONAL INFORMATION:

Hours/Shift

up to 19.75 hours/week. 

schedule varies depending on events through 10/31/24. 

availability 7 days/week, mornings, afternoons, evenings. 

Drug Free Workplace

Because this job is considered safety sensitive, a drug screen test will be required prior to employment.

Equal Opportunity Employer

BENEFITS: 

• Annual cost of living increase (up to 4% as approved by the Board). 
• Merit increase (3%) upon successful completion of probationary period and then annually. 
• Additional $1/hour increase upon successful completion of a Spanish competency test. 
• Discount on selected childcare programs (see Policy Manual for restrictions).
• 25-percent discount on certain recreation programs.
• Free use of pools for lap and play swim for employee only. Discount for household members. 
• Free use of fitness center for employee only. Discount for household members.
• Free Wellness programs for employee.
• Payroll direct deposit is available.