Customer Service Representative - Ice Haus

Job Description

Full hourly ranges: $16.50 - $23.93 hourly

Anticipated hiring ranges: $16.50 - $19.97 hourly

Why do I see two salary ranges?

The City of Greeley in compliance with Colorado state law, includes a salary range for all positions posted. This law is intended to improve wage transparency. The City of Greeley, in support of wage transparency, posts both the full salary range for each position (what you might anticipate your earnings could be if you work for the City of Greeley for some time), as well as the anticipated hiring range (the range within which the City anticipates making an offer). The actual offer extended will be based on your years of relevant experience, education, certifications and potentially other factors.

City of Greeley's Total Rewards The City of Greeley is committed to providing a comprehensive total rewards program that supports employees in their work by encouraging excellence and investing in employee development and recognition. This philosophy is grounded in fiscal responsibility, organizational effectiveness, and employee safety and well-being, ensuring the responsible stewardship of public resources while offering meaningful and comparable rewards. This approach ensures that the city remains an attractive, inclusive, and rewarding work environment, while also effectively serving the community.

Benefits: This position is benefits eligible. Please view our benefits guide here.

Job Summary:

Customer Service Representatives are an integral part of the Recreation Division with the City of Greeley and are responsible for providing quality customer service to patrons of the Greeley Recreation facilities. This position oversees entry desk operations and is responsible for assisting with the oversight, training, and scheduling of part-time/seasonal employees. Customer Service Representatives provide information to patrons regarding Greeley Recreation facilities, programs, services and events. These positions must also process activity registrations, memberships, facility/park shelter rentals, and point of sale transactions.

Experience, Knowledge, Skills:

Minimum Requirements:

• High school diploma or equivalent.
• 1-2 years' experience general business office experience with heavy public contact including one year of customer service experience.

OR

• Any combination of related education, experience, certifications and licenses that will result in a candidate successfully performing the essential functions of the job,

AND

• Possession of a valid driver's license.

Preferred:

• Spanish/English bilingual skills.
• Basic experience and knowledge of computer operations and use Microsoft Office Suite including Microsoft Outlook, Excel, Word, and PowerPoint Experience with RecTrac.
• Demonstrated skill in performing 10-key calculations efficiently.
• Demonstrated experience in entering data using a keyboard and automated accounting system and using spreadsheet and word processing applications.
• Prior cash handling experience.

Knowledge, Skills, and Abilities:

• Ability to follow detailed instructions.
• Knowledge of the business and organizational structure of Colorado municipalities.
• Collaboration skills, including the ability to work with others from different areas and backgrounds to reach a common goal.
• Computer skills, including the ability to utilize Microsoft Office programs (i.e., Word, Excel, PowerPoint, Outlook, etc.) and learn and experiment with new software and systems.
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others.
• Oral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, information, concepts, and details accurately and clearly.
• Organizational skills, including the ability to set and meet goals and deadlines, manage appointments, create schedules, coordinate, and facilitate meetings, and make decisions.
• Ability to work under pressure, manage multiple concurrent and competing tasks and responsibilities, and adapt to changing priorities while maintaining personal effectiveness.
• Ability to prioritize work, meet deadlines, and stay on task when completing special projects and daily assignments.
• Ability to work independently with minimal supervision and reliable professional judgment, as well as collaboratively with a team to achieve desired results.
• Ability to maintain a strong work ethic, positive problem-solving attitude, and enthusiasm for the work performed.
• Ability to self-start and take initiative in completing daily tasks and special projects.
• Ability to focus on activities that have the greatest impact on meeting work commitments.
• Ability to establish and maintain partnerships with a variety of internal and external constituencies.
• Ability to communicate and work effectively with individuals from diverse backgrounds, cultures, and ages.
• Ability to navigate a complex political environment.

Travel:

• Category A-Standard Local Travel: This position requires occasional local travel within the County. Employees may be expected to walk or drive short distances to attend meetings, trainings, or perform work at other city buildings or partner sites.

Essential Functions:

• Communicates effectively in one-on-one settings, using the telephone, and verbally.
• Handles sensitive and confidential information with tact and diplomacy.
• Accurately and efficiently enters information into the computer via keyboard.
• Greets the public and provides clear and accurate information.
• Reads, writes, and performs basic mathematic skills.
• Works independently and sets priorities for work assignments while managing competing priorities.
• Works under pressure and with constant interruptions while accomplishing a heavy workload.
• Uses and develops Excel spreadsheets desired to track and order inventory.
• Customer Service.
• Greet all patrons in a timely manner and inquire where and what they are doing in the facility to ensure safety.
• Answer and transfer a high volume of telephone calls.
• Provide courteous service to patrons requiring program registrations, facility bookings, park shelter reservations and daily use of the facility.
• Give patrons tours of the facility and information regarding the Recreational Facility.
• Provide quality customer service through the development of relationships with participants, community members, and various organizations.
• Personnel Management.
• Assist in the training and scheduling of part-time/seasonal employees.
• Provide support to part-time/seasonal staff and resolve any issues that arise within the facility.
• Communicate with direct supervisor about part-time/seasonal staff performance.
• Participate in regular operations staff meetings to ensure consistency is maintained throughout recreational facilities.
• Technology and Risk Management.
• Learn and use recreation management software, RecTrac, for entry desk operations including membership sales, program registration, facility rentals, and point of sale services.
• Assist with ensuring marketing materials, website, and social media sites are updated with accurate information.
• Follow and assist in the enforcement of risk management and emergency response trainings.
• Memberships and Operations.
• Process and assist with promoting membership sales at all recreation facilities.
• Assist in member appreciation events and promotions.
• Aid patrons in registrations for activities, programs, and events.
• Maintain and update family and organization accounts.
• Conduct item inventory, reconcile shortages and overages, and report these numbers to one's supervisor.
• Reserve park shelters and areas for specific days during designated hours.
• Book and collect rental fees for reservations.
• Fiscal Management and Assessment
• Responsible for monitoring supply ordering for front desks, pro shop and concession supplies.
• Assist with the monitoring of surveys and focus groups to gauge member and guest satisfaction levels, allowing for constructive feedback and fostering of ideas.
• Communication
• Facility reservations and facility inquiries, staffing and facility reservations, office supply orders and petty cash exchange.
• Problem solving and decision-making
• Established routines and standing instructions provide a clear and defined framework of operations.
• Instructions provide some latitude to consider variations in sequences of procedures based on situations encountered.
• Performs other duties as assigned.

Supervisory Responsibilities:

• N/A

Work Environment and Physical Requirements:

Work Environment:

• Frequent and heavy contact with public and employees in person and via email/telephone, sometimes facing adverse or confrontational situations with internal/external customers; occasional confrontation with public/participants for enforcement of building rules.