Lead Customer Service Representative (Part-Time)

Job Title

Working for the City of McKinney

Summary of Position

Responsible for supporting and enforcing the rules, regulation, and safety of the entire facility, with direct focus at the front desk and in customer service. Act in a dependable manner by meeting schedules and deadlines, adhering to policies and procedures, and maintaining a good attendance record. Serve as a supervisor on duty various days and evenings throughout the week and on weekends.

Essential Functions/Knowledge, Skills, & Abilities

General expectations for all employees include understanding how team, department, and City goals are interconnected, contributing to a positive work culture, maintaining regular and reliable attendance, ability to assess work performance, contributing to the development of others, ability to work as part of a team, ability to continuously learn and develop, and arriving to work on time every day.

• Provides positive and enthusiastic customer service to all Membership, Pass holders and Guests through compliance with the proper City of McKinney phone etiquette by greeting members by name, exceeding their expectations with service, saying goodbye and inviting them back again the next day.
• Assists Members and Guests with program registrations and facility bookings for facility programs and services in accordance with front desk software.
• Promotes all facilities, programs and services when in contact with Members and/or Guests.
• Assists Supervisor with inventory control and concessions management.
• Assists Supervisor with training and hiring of customer service representatives.
• Resolves customer questions and complaints
• Conducts oneself at all times in a manner of professionalism that aligns with the values, philosophies and standards of the City of McKinney.
• Serves as a supervisor on duty various days and evenings throughout the week and on weekends.
• Attends all scheduled employee meetings.
• Adheres to all written mandatory standards of operation, policies, procedures, manuals, memos, and oral instructions, etc.
• Arrives to work every day, on time as scheduled.
• Exercises good interpersonal skills by gladly assisting others to accomplish the work of the organization, even if it is outside the scope of regular duties. Respond to people, staff and the public in a tactful, professional and pleasant manner.
• Performs other duties as assigned or directed.

Knowledge, Skills, Abilities, and Behaviors

• Ability to embrace and embody the City's core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
• Ability to communicate effectively with peers, supervisors, subordinates, and people to whom service is provided.
• Ability to produce desired work outcomes, including quality, quantity, and timeliness.
• Ability to plan and organize work, time, and resources, and if applicable, that of subordinates.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates and customers with respect.
• Build professional relationships with internal staff and customers.
• Offer flexibility and adaptability, especially during times of change.
• Communicate effectively both orally and in writing.

Required Qualifications

Minimum qualifications include a high school diploma or GED equivalent supplemented by 2 years customer service experience. Must have experience with cash handling, managing a register, basic computer, phone and office applications. First Aid/CPR certification or ability to obtain within 30 days of hire. Conditions of employment include passing a drug screen and background check, and being at least eighteen (18) years of age.