Customer Service Supervisor

Job Description

Customer Service Supervisor

Full Time, Non-Exempt)

Application Closing Deadline : For best consideration, please submit your application materials by 4 : 00 p.m. February 12, 2025.

Hiring Range is $41,159 to $46,372 annually based on qualifications, education and experience as it relates to the position.

Position Summary :

Under the supervision of the Ice and Facility Manager, this position is responsible for providing exceptional leadership, customer service and supervision at the assigned location. Primary responsibilities include oversight of skate rental, concessions and facility operations and providing general facility supervision. The job requires schedule flexibility to ensure coverage and is primarily responsible for evening and weekend shifts to provide leadership and supervision at the facility.

Essential Duties :

• Manage facility front desk operations with a strong focus on customer service, facility cleanliness, safety, and staff productivity to ensure a high quality of services.
• Hire, train, schedule, supervise and evaluate assigned staff; provide or coordinate staff training, regular staff meetings and work with employees to correct deficiencies.
• Regularly cross train staff at multiple Recreation Centers on Point of Sale, Registration, and Facility Scheduling software.
• Review and approve bi-weekly timesheets and work directly with payroll to resolve any pay issues.
• Responsible for maintaining and tracking CPR certifications of frontline staff.
• Provide general facility leadership and supervision in the absence of the Recreation Manager.
• Multi-task by performing customer service representative duties, approximately for 50% the time, while also completing other work assignments. Open and close the facility and maintain flexibility to cover a variety of shifts to ensure adequate coverage. May also be required to assist at other District facilities.
• Maintain records and generate reports as directed, including but not limited to weekly / monthly reports, facility usage reports, payroll documentation, incident / accident reports, cash reports, monthly passes and personnel evaluations.
• Remain visible and regularly interact with patrons, special groups, and members of the public.
• Provide superior customer service, resolve complaints and respond to inquiries in a timely manner.
• Respond to facility related emergencies such as evacuations, medical emergencies, suspicious behavior, etc. Complete incident and accident reports, and follow up accordingly to District procedures and requirements.
• Complete routine walkthroughs of facility and locker rooms and resolve facility hazards.
• Oversee facility rentals at assigned locations including responding to inquiries, completing bookings and collecting payment.
• Enforce a high level of operation and risk management standards through combination of staff training, adequate procedures and regular review.
• Ensure that facility rules and safety standards are followed while providing excellent customer service.
• Maintain a high level of communication through effective in-person and written methods, including a weekly staff memos and quarterly staff meetings.
• Keep abreast of Center and District events, programs, schedules, systems and policies and procedures to effectively share information with customers and staff.
• Work cooperatively with staff and support various programs by assisting with their facility and program needs.
• Supervise front desk cash handling, including reconciling cash drawers, completing cash reports and maintain petty cash.
• Communicate issues / complaints to supervisor as needed.
• Assist with facility maintenance including room set-ups and tear downs, light custodial responsibilities, etc., as needed.
• Responsible for purchasing, pricing, inventory and regular reporting pro-shop items, drop-in athletic equipment and office supplies.
• Monitor general operations budget and keep within approved budget.
• Ensure the general security and safety of the facility including control of keys, petty cash, and security monitoring system in conjunction with the Recreation Manager.
• Attend facility, department and district meetings and trainings, as well as may serve on a variety of District wide committees.
• Attend work on a regular, reliable and punctual basis; sub for co-workers when available; is responsible for securing substitutes for shifts unable to work.
• This position will be required to work special events and / or after hour rentals.

This job description should not be construed to imply that these requirements are the exclusive duties of the position. Incumbents may be required to follow any other instructions, and to perform any other related duties, as may be required.

Education and / or Experience :

Licenses, Certifications, and Other Requirements :

Necessary Knowledge, Skills and Abilities :

Material and Equipment Used :

This position regularly uses office equipment and supplies such as a computer, cash register, credit-card machine, calculator, telephone, printer and fax machine. May be required to utilize cleaning materials and have contact with various chemicals for cleaning.

Working Environment :

This position primarily works in a busy recreation facility / pro shop and office environment subject to continuous interruptions and background noises. Requires considerable movement around the facility / work area to monitor activities. Requires sitting (or standing) at a desk 75% or more of assigned shift in a busy office environment. Must be able to work in an environment with various temperatures, poor acoustics and an array of distractions, i.e. music. Moderate mental effort is required. Daily moderate mental pressure exists due to exposure to interpersonal conflicts.

Physical Requirements :

Must be able to frequently bend, walk, kneel, stoop, reach and lift in performance of duties. Will be required to assist in lifting and moving tables, chairs, and cabinets, etc. to maximum of 75 pounds with assistance and frequent unassisted lifting to a maximum of 30 pounds. Must be able to work in consistently cold environment. Vision requirements include near acuity, far acuity, depth perception and color vision. Requires sense of smell and touch. Must exhibit manual dexterity to manipulate keyboards, calculators, and telephone systems. The ability to talk and hear via the telephone and through face-to-face communication is needed.

This list is not all-inclusive and represents examples of the work environment and physical demands.

We've Got You Covered!

South Suburban Offers :

Happy Employees Are the Best Employees

Take Time Away to Do What You Enjoy

We've Got Your Back

Play Where You Work

We LOVE Our Facilities and So Will You :

SSPRD offers an excellent comprehensive benefit package including but not limited to : Medical / Dental / Vision. For a more detailed overview please view the Benefits Guide for Full-Time Employees

About Us

Our mission is to foster healthy living through stewardship of the environment, parks, trails, and open space by providing recreational services and programs.

We serve residents in Bow Mar, Columbine Valley, Centennial west of I-25, Littleton, Lone Tree and Sheridan and unincorporated portions of Douglas, Jefferson and Arapahoe counties. We operate four full-service recreation centers, golf courses, outdoor pools and restaurants, two ice centers and miniature golf courses, a botanical garden event center, a BMX track, a sports dome, batting cages, an entertainment center, a hotel and a nature center. In addition, we maintain nearly 3,800 acres of developed and open space land, including 119 multi-purpose athletic fields, more than 100 parks, nearly 80 miles of trails, 60 playgrounds, 56 tennis courts, and the 880-acre South Platte Park.

Salary : $41,159 - $46,372