Customer Experience Coordinator

Job Details Level: Entry | Position Type: Full Time | Education Level: High School / GED | Salary Range: $24.32 - $27.00 per hour | Location: Park Fitness – Highland Park, IL 60035 Job Summary Responsible for the administrative oversight of Districtwide registration, the customer experience, and frontline fitness membership services at Park Fitness. To create a first‑stop experience using the values of the Park District of Highland Park which are to provide welcoming, caring, and extraordinary experiences to our community. The employee should possess good interpersonal skills and be comfortable working independently. Essential Job Duties Provide an exceptional customer experience; responsible for the execution of Park District customer experience initiatives; follow greeting standards and maintain knowledge of Park District programs and services to provide accurate information. Greet customers in a friendly and welcoming manner when entering and exiting the building as well as during all customer interactions. Answer and respond to customer and staff inquiries using multiple communication channels. Listen to concerns and respond with facts, while maintaining a positive and professional approach. Communicate all complaints or concerns to the appropriate Manager. Conduct monetary transactions and process all sale transactions. Organize, implement, and maintain registration operations at Park Fitness, including accurate and timely data processing and entry and report development. Check in members and guests and process day fees as needed. Assist members with processing membership transactions, including temporary membership holds, amendments, transfers, and cancellations. Assist Fitness and Aquatics desks with processing punch passes and training/lesson packages. Assist with processing customer refund requests in accordance with District policies and procedures. If scheduled to open, count and verify cash drawers at start of shift. If scheduled to close, complete daily close‑out of Park Fitness POS systems. Assist with online registration accuracy, including account creation and duplicate account management. Assist membership services team with collecting and updating payment information. Primary Manager on Duty in the absence of a supervisor. Responsible for facility operations in the absence of management staff (typically early mornings, evenings and weekends). Properly administer policies and procedures for opening and closing Park Fitness and providing building support as needed. During opening and closing shifts, perform walk through of building, check to ensure the facility is in good order for the day. Respond appropriately to participant and facility emergencies, including the completion of accident reports in a thorough, accurate and timely manner. Initiate Emergency Operations Plan when needed. Work schedule may vary based on facility operations and program needs. As needed, advise registrants of closed, waitlisted, or cancelled classes by phone or email. Assist Districtwide Customer Experience Manager and Marketing Team with seasonal program proofing process. Responsible for neatness, accuracy and balancing of all work processed. Work closely with and train Park District staff in skills pertaining to registration procedures and registration software. May be assigned to work at other Park District facility registration desks to provide customer experience and registration coverage as required. Perform other duties as assigned. Qualifications High school diploma or equivalent required; must possess at least one (1) year of customer service experience; or equivalent combination of education and experience. Must have the ability to communicate effectively verbally and in writing and have strong organizational skills. Experience in registration software and membership services is preferred. Bilingual in English and Spanish is preferred but not required. Required Skills and Abilities Attention to detail and accuracy of work CPR/AED Certification or ability to obtain within one (1) month of hire Clearly communicate with customers and members Provide a high level of responsiveness to all customer and member inquiries Learn and use registration software Ability to work flexible hours, including evenings and weekends as needed Physical Requirements The employee is regularly required to sit, talk, hear, and work at a computer terminal for long periods of time; input data via keyboard; use fingers, hands, and arms to grasp, manipulate, handle, or feel and reach. The employee must regularly lift and/or move up to 10 pounds and occasionally move up to 25 pounds. The employee occasionally required to stand, walk, climb, or balance; stoop, kneel, crouch, or crawl. Specific vision abilities include close vision, depth perception, and ability to adjust focus. The employee operates office machines, including computer hardware, telephone, calculator, and photocopier. Working Conditions Work usually takes place in clean, pleasant, and comfortable indoor office conditions. The employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts and fumes or airborne particles. The noise level is usually moderate. Benefits Medical Insurance (Blue Cross Blue Shield HMO or PPO) Dental Insurance Vision Insurance 4 Weeks Paid Maternity/Paternity Leave Company Paid Group Term Life Insurance Voluntary Supplemental Life Insurance Pension/Benefit Plan (IMRF) Deferred Compensation Plans Flexible Spending Accounts (Health and Dependent Care) Ten Paid Federal Holidays Paid Vacation Three Floating Holidays Twelve Paid Sick Days Incentivized Wellness Program Health & Fitness Membership Outdoor Pool Membership and Seasonal Beach Access Program and Facility Discounts on recreational activities including Golf, Racquet Sports, and Ice Skating The Park District of Highland Park is an equal opportunity employer. #J-18808-Ljbffr