Customer Relations Representative

POSITION SUMMARY: Performs responsible administrative, customer service, and supervisory duties related to the daily operation of the front counter at the 50+/Community Center. Oversees front counter staff and volunteers, assists patrons and program participants, coordinates registrations and facility rentals, maintains accurate records and reports, and helps ensure efficient and professional delivery of services to the public.

KEY RESPONSIBILITIES:

Front Counter Operations

• Oversee the daily operations of the front counter to ensure efficient and professional customer service

• Opens the facility and prepares the building for operations by 8:00 a.m., Monday through Friday.

• Maintains front counter organization, supplies, forms, and operational materials.

• Assists with implementation and maintenance of office procedures and workflows.

Staff and Volunteer Supervision

• Trains, schedules, directs, and evaluates front counter staff and volunteers.

• Provides guidance and support to assigned staff to ensure consistent service delivery.

• Assists in resolving routine staff and customer service concerns.

• Promotes a positive and professional work environment.

Customer Service and Public Assistance

• Responds to inquiries from the public regarding programs, services, rentals, transportation, meals, and facility usage.

• Provides accurate information and refers patrons to appropriate staff when necessary.

• Assists participants, visitors, and older adults in a courteous and professional manner.

• Handles customer concerns and resolves routine issues in a timely manner.

Registration and Program Support

• Oversees registrations and attendance for classes, programs, events, and one-day trips.

• Processes registrations, payments, reservations, and related documentation.

• Updates calendars, schedules, attendance records, and participant information as needed.

• Communicates with instructors and program staff regarding schedules, facility usage, and participant needs.

Meal, Transportation, and Reporting Coordination

• Monitors daily meal and transportation reservations and cancellations.

• Maintains accurate records in compliance with Mid-America Regional Council (MARC) policies and procedures.

• Enters and reviews meal participation and client information in required computer systems.

• Assists with gathering data and preparing monthly and operational reports.

Facility Rentals and Financial Transactions

• Coordinates facility rentals, including reservation scheduling and customer communication.

• Collects fees and processes payments for rentals, programs, and registrations.

• Coordinates reservation changes with custodial staff and weekend attendants.

• Maintains accurate financial and reservation records related to front counter operations.

Assists with special events, programs, and operational activities as needed.

Perform other duties and special projects as assigned.

Minimum Qualifications

Education

High school diploma or equivalent required. Coursework in bookkeeping, accounting, or office administration preferred. Basic computer skills and proficiency with Microsoft Office products required. CPR/AED certification required within six (6) months of employment. Occasional evening and weekend hours may be required.

Experience

2+ years of experience in customer service, or administrative work required, including experience supervising staff or volunteers and working directly with the public.

Skills

Knowledge of general office procedures, customer service practices, and basic bookkeeping principles. Skill in operating a personal computer, point-of-sale systems, and standard office equipment. Ability to maintain accurate records and perform multiple tasks in a fast-paced environment.

Knowledge and Abilities

• Strong written and verbal communication skills

• Ability to learn and apply regulations and procedures.

• Customer-focused with strong problem-solving skills

• Ability to manage multiple priorities and meet deadlines

• Proficient in standard office technology and systems

• Ability to adapt to changing priorities and work environments

Competencies

Ability to communicate effectively both verbally and in writing and maintain positive working relationships with staff, volunteers, and the public. Ability to exercise sound judgment, maintain confidentiality, and provide courteous service to a diverse population, including older adults. Ability to work independently and professionally in a public setting.

Work Environment & Physical Requirements

Must be able to sit for extended periods and occasionally stand or walk throughout the facility. Requires manual dexterity sufficient to operate computers, telephones, and office equipment. Must be able to hear normal conversation and possess close vision and focus adjustment capabilities. Must occasionally lift and carry items weighing up to twenty-five (25) pounds for short distances.

Supervisory Responsibility

Provides direct supervision to assigned clerical staff and volunteers.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.