Customer Service Specialist

With professionalism and exceptional customer service, greets and assists visitors and patrons while working at a service desk in Recreation Department facilities.  This position is responsible for financial transactions, program registrations, customer assistance, and facility monitoring. Specialists are responsible for providing clear and accurate communication with patrons and the ability to determine a course of action when an issue may arise.  This position supervises part-time staff and is responsible for their efficiency while on-duty. works a flexible schedule including evenings, weekends, and holidays.
 
SUPERVISION RECEIVED:
This position is supervised by a Recreation Supervisor or Operations Manager.
 
SUPERVISION EXERCISED:
This position leads part-time staff as assigned.

• Responsible for the fiscal operation and customer service during their shift including the appropriate application of policy, procedure, and software use. 
• Has a full understanding the facility operations, programs offered in that facility and a knowledge of Department so that they can successfully assist patrons without the support of other staff until necessary
•  Works in the spirit of cooperation with Recreation Department staff to provide positive, proactive customer service and takes responsbility for matters that occur during their shift. 
• Greets facility visitors and directs customers to appropriate locations
• Answers in-coming calls and pro-actively takes responsibility for the call and to deliver the highest level of customer service, provides clear information; or when necessary, routes callers to the appropriate source
• Receives and accurately processes registrations and permit requests utilizing recreation software, including the ability to research information in the software program to serve a patron or determine a course of action needed to solve a concern
• Serves as cashier for daily activities including, but not limited to:  program enrollment; merchandise, admissions, and drop-in activities; pass sales and renewals; and facility permits and reservations
• Prepares and verifies the daily deposits
• Processes installment billing for weekly and monthly programs
• Receives deliveries and division mail and directs to the appropriate persons
• Assists Recreation Department programmers by monitoring enrollment numbers and waitlists
• Assists the assigned supervisor in the training and management of the service desk staff and their use of the RecTrac software system
• Responsible with the oversight of service desk operations during their shift, maintains continuity in staffing
• Responsible for the accurate clerical input of activity, point of sale, pass and facility coding
• Serves as Manager on Duty as assigned
• Prepares financial reports as requested
• Performs various clerical duties as assigned and assists as support staff when necessary to activities and events
• Performs duties as assigned and scheduled during emergency response conditions
• Performs any other duties as required or assigned including working special evetns, emergency operations, and support for programming including the set-up and tear-down of equipment.

PERIPHERAL DUTIES:

• Provides backup to related positions
• Operates a City vehicle to run errands

• High school diploma or equivalent with specialized course work in general office practices such as typing, filing, accounting, and bookkeeping, and
• Ability to obtain any certification required by assigned Recreation Division within 6 months of hire
• Considerable related experience, or
• Any related combination of training and experience

• Valid State of Florida Driver’s License with a good driving record

Salary : $42,675