Customer Service Coordinator

Job Summary

The Customer Service Coordinator is the first point of contact for our residents/guests/members and is responsible for customer service, general secretarial and registration duties for the Woodridge Park District. The entire Board approved salary range and benefits is on the District's website.

Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily and demonstrate the District's core competencies consisting of financial accountability, integrity/ethics, job knowledge, interpersonal skills, policies & procedures compliance, work quality, risk management/safety, District/Department vision and values, adaptability/flexibility, dependability, teamwork, and productivity.

Essential Duties

• Maintain a pleasant and professional image, understand and promote Park District products and services, communicate with participants, handle problems politely and efficiently, follow procedures to solve guest problems.
• Check in members, register guests for District programs, collect fees, process Cypress Cove aquatic memberships, ARC punch cards and other registration system entries as directed by Supervisor.
• Responsible for accepting, verifying, and processing of all program registrations and related payments to include assistance with registrations of facility memberships, sport associations/programs, camps, preschool, before & after school, etc. at times as directed by supervisor.
• Assist renters with contracts and other questions and prepare all rental information packets to include new renters, changes to current rentals, and cancellations.
• Assist Recreation Supervisor booking birthday parties after receiving customer requests to include new party bookings, changes to current party bookings, and cancellations.
• Computer data entry for Point of Service (POS).
• Assist recreation staff in communicating to program registrants and patrons by various communication methods (e.g. telephone, electronic messaging, etc.) any updates, revisions or cancellations to programs, classes, leagues, memberships, stand-by lists, etc.
• Assist with refunds, transfers, overrides, membership transfers for Cypress, discounts (i.e. 2nd child enrollment), and processing of organizations and rotary financial assistance 3rd party payer.
• Be flexible with schedule and substitute or trade shifts with fellow staff members to cover shifts as needed as directed by the Supervisor.
• Communicate with public via phone and email.
• Route mail and verbal or written messages to all staff.
• Maintain and balance cash drawer on a daily basis.
• Greet all guests entering and leaving the area with a pleasant demeanor.
• Remain available for customers.
• Effectively communicate important information to appropriate staff and supervisors including but not limited to customer feedback, accidents, safety concerns, maintenance issues, broken equipment, and program and resource concerns as needed.
• Assist with program retention projects, data review, account verification and community outreach.
• Assist program instructors with preparation of class lists, copies, equipment, etc.
• Responsible for all phases of clerical work such as: filing, answering telephone, building tours, and assisting customers.
• Promote all park district special events, discounts, or offerings to each customer.
• Complete special projects as assigned.

Computer Skills

• Adapt to new technology, keep abreast of changes, learn new programs quickly, use computers to improve productivity.

Customer Service

• Monitor health of all guests/members; be aware and prepared to deal with emergency health issues in accordance with Park District policies. Special sanitation procedures are to be taken in the event of some illnesses, see policy 3.4 in the Comprehensive Policy & Procedures Manual for details.
• Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Listening Skills

• Listen attentively to others, ask clarifying questions, actively listen, stay open to other viewpoints, manage distractions and interruptions.

Personal Organization

• Responsible for maintaining a detailed schedule of all classes, seminars, organizations, and rentals in the Park District facility booking calendar registration software.
• Keep records, documents and information organized and accessible while maintaining a clean/functional work space.
• Works systematically/efficiently and manages time well.
• Use appropriate time keeping method/system to accurately record time worked in accordance with policy/procedure.

Product Knowledge

• Understand all park district locations, hours of operation, features, products and services.

Teamwork

• Assist Supervisor(s) in training new Customer Service staff members.
• Work as a team player with co-workers and in conjunction with other departments.
• Attend staff meetings and in-service training sessions as required.

Schedules and Shifts

• This position is scheduled at both the Community Center and the ARC. Employees must be available to work either location based on operational needs.

Community Center Shifts:

• 8:30 a.m. - 12:30 p.m.
• 11:30 a.m. - 4:30 p.m.

ARC Shifts:

• 8:30 a.m. - 2:00 p.m.
• 12:30 p.m. - 6:30 p.m.
• In addition to weekdays shifts, staff participate in a rotating Saturday schedule. Employees are assigned approximately every fifth Saturday from 6:45 a.m. - 12:30 p.m.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and demonstrate the competencies listed above in addition to the following:

• Minimum of 18 years old.
• Minimum of two years of experience in an office environment providing customer service preferred.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to work independently and to be self-motivated.
• Knowledge and ability to utilize computer software programs including but not limited to: Microsoft Office products (e.g. Word, Excel, and PowerPoint), recreation software, and the internet.
• Ability to work effectively with the general public, cooperating agencies, businesses, organizations, civic groups, and park district employees.
• Ability to verbally communicate by telephone.
• Ability to read, understand, remember, and interpret routine documents such as safety rules as well as communicate information therein.
• Ability to write routine reports and correspondences and to speak effectively before groups of participants or employees of the organization.
• Ability to understand, remember, and apply common sense to carry out instructions furnished in written, oral or diagram form.
• Ability to identify and respond quickly to emergency situations.
• Ability to effectively problem solve and adapt to change.

Education & Training

• Minimum of a high school diploma or equivalent.

Certificates, Licenses, Registrations

• Obtain and maintain a valid Illinois State Driver's License.
• Obtain and maintain first-aid certification within first 30 days of employment.
• Obtain and maintain CPR/AED certification within first 30 days of employment.

Working Conditions

• Subject to inside environmental conditions.

Special Considerations

• Requires a flexible work schedule which may include days, nights, weekends and holidays based on programs, activities and facility needs.
• Subject to various chemicals (i.e., cleaning agents)