Customer Service Team Member contract

Position Title:Customer Service Team Member Department:Parks and Recreation Typical Work Hours:Hours and days off are subject to change in order to meet department responsibilities. Number of hours may vary and include days, evenings, weekends and holidays and shall not exceed 999 hours annually. Work Location: May be assigned to work at any West U recreation facility or partnering location.

Job Summary
Team Members are responsible for assisting with opening and closing identified facilities and amenities. Team Members will be responsible for registration transactions, membership transactions, facility reservations, waitlist enrollment and facility and class inquiries. Administrative duties will be assigned as needed. We pride ourselves on the provision of excellent customer service. It is imperative that our staff treats everyone with the utmost courtesy and respect. All staff must have positive attitudes and enjoy interacting with the public.

Position is considered “Essential Personnel” which requires being on duty to respond during emergency situations including but not limited to natural or man-made disasters.

Essential Job Duties and Responsibilities

• Demonstrate regular and timely attendance at work as scheduled and report to work free from the effects of illegal substances or alcohol. Must not be impaired due to use of prescription medications.
  Perform CPR and AED as needed.
• Customer Service
  • Wear name badge at all times while on duty.
  • Responsible for providing superb customer service to members, customers and guests. This includes:
    • Meet and greet customers, assisting them and directing them to the proper swim lesson, class, room or facility.
      Personalize the experience for all guests.
      Handle customer issues and complaints professionally and in a timely manner.
      Exhibit positive attitude and “can do mentality” during all in-person interactions.
      Speak clearly, friendly with detailed information during phone interactions.
      Send email communications that is clear, concise, and polite with detailed and specific information
      Provide correct information to customers.
      Demonstrate thorough knowledge with and able to effectively communicate all programs and activities offered through the Parks and Recreation Department, to citizens and other customers
    
    
  
  
• Daily Facility and Operational Responsibilities
  • Monitor electronic display systems and cameras in all areas of the facilities.
  • Set-up and tear-down tables and chairs for classes, trainings and/or meetings or any other activity as directed.
  • Facilitate electronic registration and revenue transactions for walk-in fees, membership sales and activity registrations at the Recreation Center or Colonial Park Pool.
  • Inspect and ensure facility cleanliness by performing janitorial and maintenance duties as needed including but not limited to: taking out trash, cleaning restrooms, vacuuming or sweeping floors, etc.
  • Inspect and ensure general availability, safety and operation of facility items including but not limited to: facility furniture, equipment, supplies, weight room equipment, computers, TV monitors, plumbing, gates, doors/locks and any other equipment as directed.
  • Check pool chemicals such as chlorine and PH levels and reporting on routine basis.
  • Maintain a clean, neat and orderly work station(s).
  • Enforce and adheres to facility rules and regulations.
  
  
• Administrative Duties
  • Duties include:
    • Organization, completion and payment of rentals.
    • Ensure software information is kept updated, accurate and secure.
    • Contribute to the creation of promotional materials. (Flyers, signs, banners, etc.)
    • Support equipment/supply inventory, lost and found maintenance, and other organization.
    • Assist with special event planning as assigned.
    • Camp registration forms are complete; binders are ready for camp directors.
    • Ensure voicemail messages have been returned and customer follow-up has been facilitated.
    • Complete timecard properly.
    
    
  
  
• Other duties as assigned.

Minimum Required Qualifications:Experience in the customer service industry, with cash management responsibilities preferred. Must possess CPR and AED certifications, or have the ability to obtain these certifications within forty-five days of employment start date.

Physical and Environmental Conditions
Job Duties are typically performed in an indoor climate-controlled environment. Position requires the ability to stand for prolonged periods of time when necessary. Applicants must be able to transport themselves and move about a building, grounds and athletic fields. Position requires the senses of eyesight, hearing and speech. Position requires the ability to lift and carry loads up to 50lbs and to work outdoors in all types of weather. Position requires the ability to set up and tear down tables, chairs, audio visual equipment, etc.

While performing the duties and responsibilities of this job, the employee may be exposed to seasonal temperatures, the sun for extended periods of time, wet or humid conditions, blood borne pathogens, body fluids of others, and toxic & caustic chemicals. The noise levels in the work environment can be moderately loud on occasion.

“This job description is not an employment agreement or contract. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. Due to major duty changes, technology and service demands, the City of West University Place have the exclusive right to alter this job description at any time.”

In order to be hired, applicants will need to pass a background check, a drug screen, physical exam, and a reference check.

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