Customer Service Specialist

Do you want to be a part of the team that makes the City of Palm Beach Gardens the signature place to live, learn, work and play? We provide world class services, parks, community centers, athletic fields, golf, tennis and pickleball, and public safety. This can only happen when the best, brightest, talented, and committed individuals work for our City. We encourage like-minded individuals to apply to join our culture of excellence as part of our team! Come join our family!

Summary

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.

Essential Function Duties and Responsibilities

• 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.

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

Minimum Qualifications

• 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

Special Qualifications/Preferences

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

Eligibility: Coverage in the City’s group insurance plans begins the first of the month following thirty (30) days of employment.

Health Insurance: Choice of three (3) plans provided through Florida Blue. Employee contributions are required toward the cost of this insurance on a bi-weekly basis as follows

On-Site Employee Health and Wellness Center: Available for use by employees, spouses and dependents enrolled on the City’s Health Plan. No-copays for doctor’s visits, labs, physicals, or prescription drugs dispensed at the Center

Dental Insurance: PPO plan offered through Humana, provided at no cost

Life Insurance: Two (2) times annual salary up to a maximum of $100,000 provided at no cost

Short Term Disability: Non-probationary employees eligible for 60% of salary up to 26 weeks, provided at no cost.

Long Term Disability: 60% of salary up to $5,000 monthly, provided at no cost

Employee Assistance Program: Six (6) visits per calendar year, per issue, provided at no cost.

Wellness Program: Voluntary wellness initiatives that promote and reward health awareness.

Pension Plan: Provided through the Florida Retirement System (FRS). Choice between the Investment Plan with a one (1) year vesting schedule, and the Pension Plan with an eight (8) year vesting schedule. Mandatory 3% pre-tax contribution.

Holidays: Eleven (11) days per calendar year. One (1) Floating Holiday per calendar year.

Personal Leave: Sixteen (16) hours accrued monthly used for vacation, illness, or personal time away from work. Personal Leave is tiered based on years of service and increases overtime.

Optional Voluntary Benefits: Employee Rental Assistance Program, Vision Care Insurance Plan, Supplemental Life Insurance, Flexible Spending Accounts, AFLAC Group Policies, 457 Deferred Comp Plan, Roth IRA, Recreation Program Discounts, Day Care Discounts, Free EV Charging Station, Flexible Schedules, Public Service Loan Forgiveness (PSLF) eligible employer under the U.S. Department of Education’s PSLF Program.