Customer Service Representative - Lead

POSITION SUMMARY  
This position is responsible for providing prompt, friendly and courteous service while addressing a variety of customer requests for information and assistance for Town Parks & Recreation activities and amenities.

SUPERVISORY RELATIONSHIPS
Reports to the Hunt Center Manager. Work is checked for accuracy, quality, and adherence to instructions. Employee may need to occasionally choose from defined alternatives to resolve problems but consults with supervisor on matters not covered by guidelines. Responsible for supervising assigned staff. 

The work schedule is business hours with evenings and weekends.  The starting annual salary is $46,982.34 (Grade E). 


ESSENTIAL FUNCTIONS
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned.
Not all duties may be assigned to each position.  The allocation of duties for this position will vary of level in the series and may be dependent upon the location of work assigned.
1.    Provides friendly, customer-first service to internal and external customers; greets, receives, and screens visitors and customers; addresses and resolves customer questions as able and refers complex inquiries, requests, or complaints to appropriate staff.  
2.    Takes ownership of customer service-related issues and ensures issues are resolved with a strong customer satisfaction outcome.
3.    Responsible for opening, closing, and monitoring the assigned facility during operating hours.  
4.    Responsible for processing registrations, memberships and ticketing for all recreation programs, activities, and services.
5.    Responsible for processing and scheduling customer reservations and rentals.
6.    Responsible for processing financial documents including daily cash balancing, rental deposit refunds, P-Card reconciliations, and others as assigned.  
7.    Assists the Marketing team with auditing and updating facility information on the Town website.
8.    Supports the execution of department programs, events and rentals including facility set up and break down, and communication with instructors, participants, and visitors. 
9.    Supports the facility operations including but not limited to concession staffing and sales, reporting maintenance service needs, and monitoring activity within assigned facility and reporting concerns to the appropriate team member.
10.    Maintains department specific electronic and paper filing and record systems and documents to provide easy access to records and information; provides retention of records as required.
11.    Responsible for purchasing and maintaining inventory for supplies to support the operations of the assigned facility. 
12.    Makes recommendations to Facility Manager for improved customer service initiatives.
13.    Manages, schedules, and supervises the customer service team for the assigned facility. Provides training and instructions. Assigns and reviews work. Provides feedback and performance evaluations. 
14.    Assists with escalated customer service concerns. 
15.    Other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES

?    Knowledge of administrative policies and procedures of the Town.
?    Ability to establish and maintain accurate records of assigned activities and operations.
?    Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations. 
?    Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
?    Ability to perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision.
?    Ability to adapt and take control of situations, dictating subordinate activities in a responsible manner. 
?    Ability to instruct and train in methods and procedures.
?    Ability to organize, assign, and modify the work assignment of others, and (re)-establish priorities to meet deadlines.
?    Ability to think quickly, maintain self-control, and adapt to stressful situations.
?    Knowledge of current office practices and procedures.
?    Knowledge of computer software consistent for this position.
?    Ability to perform mathematical calculations required of this position.
?    Ability to communicate clearly, concisely and effectively in English in both written and verbal form. 
?    Skill in researching and understanding complex written materials.
?    Ability to prepare and maintain accurate and concise records and reports.
?    Ability to apply sound judgment and discretion in performing duties, resolving problems and interpreting policies and regulations.
?    Ability to communicate detailed and often sensitive information effectively and concisely, both orally and in writing.
?    Ability to handle sensitive interpersonal situations calmly and tactfully.
?    Ability to maintain professionalism at all times.
?    Ability to maintain effective working relationships with individuals within and outside the organization.
?    Ability to maintain confidentiality and discretion regarding business-related files, reports and conversations, within the provisions of open records laws and other applicable State and Federal statutes and regulations.
?    Ability to work the allocated hours of the position and respond after hours as needed.

PHYSICAL AND WORK ENVIRONMENT
The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law.  Employees needing reasonable accommodation should discuss the request with the employee’s supervisor.  

•    This work requires the occasional exertion of up to 50 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
•    Work has standard vision requirements.
•    Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
•    Hearing is required to perceive information at normal spoken word levels.
•    Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
•    Work is performed daily both in and outdoors under all weather conditions and includes exposure to inclement weather, noise, vibrations, airborne materials, chemicals and live animals.  
•    Work is generally in a moderately noisy setting (e.g. business office, medium traffic). 




MINIMUM REQUIRED QUALIFICATIONS
•    High school diploma or equivalent.
•    Two (2) years’ experience in customer service, accounting or other related experience.

Salary : $46,982 - $70,474