Customer Service Rep I

Position Summary

Position is responsible for answering internal and external customer inquiries for park facilities and programming, in all forms of communication including responding to requests via phone, fax, email, and walk-in customers in a positive and professional manner. Position requires the knowledge of established policies and procedures, which controls most of the incumbent actions. Limited independent judgement is utilized. Appropriate use of resources, i.e., staff manual, park personnel etc. to make informed decision is required. Position reports to the Manager Customer Service.

Agency Summary

With over a century of history advancing the value of parks, Indy Parks is committed to protecting and enhancing the community's assets for the future. We will be a leader in making Indianapolis a vibrant, happy, and healthy place to live. By providing premier greenspaces and recreation opportunities, we welcome all residents, regardless of race, gender, socio-economic status, ability, or identity, to connect to nature, to the community, and to themselves. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

Position Responsibilities

Key Responsibilities

• Facilitates customer service relations including all forms of communication with the public, marketing of programs and service, processing of customer inquiries, concerns, requests for information.
• Evaluates and responds to customers’ requests for park programs and facilities. Sends emailed customer requests and voicemails to the appropriate park staff.
• Keeps informed of activities that may impact park visitors’ awareness of park activities, usage, media releases, construction/renovations, and other park activity
• Informs Customer Service Manager and park staff of recurring public concerns
• Manage Special Event Calendar and send meeting request to all participants
• Evaluates and resolves customer service requests including complaints and requests for follow up and/or information related to Indy Parks
• Processes customer financial transactions accurately and timely
• Collect paperwork and create folders to create packets for special event committee meetings.
• Make follow up calls and customer contact regarding missing documents and payments for park programs, rentals, and special events
• Maintains appropriate records and documentation and balances deposits to cash reports daily in accordance with department policies and procedures
• Processes and distributes incoming mail from various sources including courier, interoffice, faxes, and US Mail. Prepares outgoing US mail and Courier mail
• Generates reports as needed for park personnel
• Adheres to department policy and procedure
• Support family center tours, front desk operations, and other tasks as needed for Riverside Regional Park (where the Customer Service Center is located).
• Must maintain confidentiality at all times
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time
  
  

Qualifications

Minimum Job Requirements and Qualifications

High School education and/or GED, and a minimum of two (2) years prior work-related experience is required. Effective in treatment of customers in various forms of customer contact in a professional and courteous manner. Knowledge of Windows applications and ability to train and use on Park specific computer applications accurately and efficiently. Must be self-motivated and able to work productively under general supervision. Bilingual preferred.

Independent Judgment

Working Conditions

Essential functions are regularly performed in an office setting without exposure to adverse environmental conditions.

Physical Conditions

• Sitting at a desk the majority of the day
• Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10) pounds
• Tasks may involve extended periods of time at keyboard or workstation
• Tasks require the ability to perceive and hear sounds and see visual cues or signals
• Tasks require the ability to communicate orally
  
  

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer . All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.