Customer Service Specialist
30 days ago
Naperville
Job Description Overview: Under the direct supervision of the Customer Service Manager, the Customer Service Specialist provides and models excellent customer service standards as well as performs a variety of technical, clerical, administrative, and customer service functions relating to program registration, membership sales, facility rentals, program communication, and facility service-desk duties. Essential Duties and Responsibilities: • Serve as point of contact in absence of the Customer Service Manager., • Provide feedback regarding the performance of Customer Service Associate I and Customer Service Associate II staff to the manager., • Identify, coordinate and provide ongoing staff training and development opportunities with the Customer Service Manager for Customer Service Associate I and Customer Service Associate II staff., • When at the customer service desk at all locations, cultivate and maintain a culture that emphasizes customer service excellence., • Assist customers on the phone, in person, and in written form with all processes and questions providing an exceptional customer service experience and promoting Park District services and facilities., • Assist customers with and complete all necessary phases of activity registration, facility booking, membership sales and point of sale transactions., • Respond to internal customer inquiries and requests for information. Maintain open communication with all District staff members., • Successfully balance receipts, reconcile transactions and prepare daily bank deposits., • Inform participants of waitlist availability, class cancellations or changes via phone and email., • Assist customers with facility rentals and process application permits according to District, department and General Use Ordinance procedures., • Coordinate and administer the rental program, open gym program and memberships., • Ensure confidential use of customer information, including credit card transactions and household account information., • Develop and demonstrate expertise with all software packages, processes and procedures necessary for daily department operations. Successfully operate multiple computer software packages simultaneously in order to assist customers., • Comply with District financial policies. Monitor and report office supply needs with the Customer Service Manager., • Establish and maintain a positive working relationship with residents, customers, vendors, community partners and co-workers., • Act as a resource agent for community by taking initiative to seek and share information., • Follow and model compliance with all District, State, Federal and departmental safety and risk management, personnel, administrative policies and procedures, ordinances and regulations., • Assist with scheduling staff to ensure an adequate level of departmental coverage., • Assist with screening, interviewing and selecting staff as well as developing the orientation process, training materials and evaluation criteria., • Assist in developing, communicating, and maintaining customer service standards., • Assist in the development and implementation of department processes and procedures. Identify opportunities to improve operational efficiencies and formulate recommendations to improve services and department effectiveness., • Assist with the supervision of the Fort Hill Activity Center operations while scheduled at the facility., • Respond to all customer comments and inquiries in a timely fashion., • Respond appropriately to safety and emergency situations., • Excellent verbal and written communication skills., • Strong problem-solving and critical thinking skills., • Extensive customer service and public relations skills., • Knowledge of training development and delivery methods., • Ability to professionally attend to the needs of customers. Address complaints and problem solve as needed., • Capacity to make decisions objectively based on customer service and fiscal constraint., • Handle confidential situations in a professional manner., • Ability to work with a diverse population and large spectrum of demographics., • Ability to organize, gather and retain a large volume of information for use in assisting internal and external customers., • Acquire excellent knowledge of all internal departments., • Attention to detail and accuracy., • Display initiative and independent thinking skills., • Strong computer skills - data entry, Microsoft Office (Word and Excel), registration software and Internet., • High school diploma. Some advanced education preferred. Minimum two (2) years customer service experience in recreation, hospitality, or related field., • Experience with operating point of sale transactions., • Previous experience with recreation registration software preferred., • Valid Driver's license and the ability to arrive to work at any customer service desk in multiple facilities on time and to change facilities throughout the day on occasion., • Subject to a flexible schedule including evenings, weekends, and holidays., • Subject to work at and travel to any of the park district customer service locations., • Subject to inside environmental conditions., • Sustained posture in a seated or standing position for prolonged periods of time., • Continuous exposure to computer screens., • Frequent operation of various office equipment., • Occasionally lift, carry and move light weight objects (up to 20 lbs.)., • Face to face interactions with internal and external customers and co-workers are essential for this position. It is expected that this position report to their workspace/office as scheduled. Exceptions may be made on a case by case basis for this position to work remotely for a short period of time on a temporary basis. Full Salary Range: $23.16 - $34.74 To be considered for this position, interested individuals must complete the online application accessible at . Materials submitted through mail, email, or fax will not be considered.