Customer Service Coordinator

Job Summary

Under the direction of the Membership Supervisor, the Customer Service Coordinator supports daily front desk operations, membership services, and customer experience functions at the Monarch Recreation Center. This position plays a key role in ensuring consistent, high-quality service delivery by assisting with shift coordination, staff support, customer engagement, and membership processes. The Customer Service Coordinator maintains transaction accuracy, supports issue resolution, and contributes to efficient, professional front desk operations in a high-volume recreation environment. This role serves as a primary lead during assigned shifts and supports operational readiness across all customer-facing functions.

Essential Job Functions and Other Important Duties

Supervise part-time, and seasonal membership, including Customer Service Leads, Assistants, and Child Watch staff by creating schedules, assigning duties, providing coaching and setting performance expectations.

Support daily front desk and child watch operations, including member check-ins, registrations, facility access, and customer interactions, to ensure efficient and accurate service delivery.

Supports implementation of all customer service desk and child watch operating practices, policies and systems that are necessary for safety of participants and safe operation of the facility.

Assist with membership onboarding, renewals, account updates, and maintenance of accurate customer records.

Ensure front desk readiness, including staffing coverage, system functionality, supplies, and organized workspaces to support smooth operations.

Support training and guidance of part-time and seasonal customer service staff, reinforcing service standards and assisting with shift direction.

Monitor customer interactions and help maintain a welcoming, professional, and customer-focused environment.

Serve as a primary escalation point for customer concerns, resolving issues professionally and maintaining a positive customer experience.

Ensure accurate processing of transactions, including point-of-sale operations, cash handling, and daily reconciliation support and preparation of deposits.

Ensure compliance with facility policies, procedures, and safety protocols.

Assist with inventory tracking, supply coordination, and merchandise support.

Collaborate with Membership, Fitness, Aquatics, Programs, and Facilities staff to ensure coordinated customer experience.

Remains accessible via personal cell phone to address job-related issues or emergencies using City applications.

Perform related duties and fulfill responsibilities as required.

Job Qualifications

Formal Education: Associate's degree in Recreation, Sports Management, Kinesiology, Public Administration, a related field, or equivalent work experience. Relatable Work Experience: A minimum of one (1) year of customer service experience in recreation, hospitality, retail, or a similar environment. Training, Licenses, and Certifications: CPR/AED and First Aid certification must be obtained within six months of hire. Valid Class C Texas driver's license. Preferred Qualifications: Experience working in municipal recreation or high-volume customer service environments. Experience with recreation management software and point-of-sale systems. Lead or shift-level experience is preferred. Disclaimer: Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.

Knowledge, Skills, and Abilities Needed & Environmental Factors and Other Physical Requirements

Knowledge, Skills, and Abilities Needed:

• Knowledge of customer service best practices and front desk operations.
• Knowledge of membership services and recreation facility functions.
• Skill in communication, customer relations, and conflict resolution.
• Skill in supporting staff, reinforcing expectations, and coordinating shift activities.
• Skill in point-of-sale systems, transaction processing, and record accuracy.
• Ability to multitask and maintain performance in a fast-paced environment.
• Ability to maintain professionalism and positive customer interactions under pressure.
• Ability to interpret and apply policies, procedures, and safety guidelines.
• Ability to support team operations and adapt to changing customer demands.
• Ability to work flexible schedules, including evenings, weekends, and special events.

Environmental Factors and Other Physical Requirements (Work Environment):

• Work is performed in a recreation center environment, including program rooms, gymnasiums, outdoor spaces, and event areas.
• Exposure to noise, crowds, and active program environments.
• Ability to move up to 30 pounds and assist participants as needed.
• Frequent movement throughout the facility to support programs and staff.
• Flexible schedule including evenings, weekends, and special events.

Benefits

Benefits Overview:

• 10 hours of vacation leave per month.
• 8 hours of sick leave per month.
• Medical insurance and benefits provided at zero premium cost to the employee.
• 50% employer dependent health benefits premium contribution.
• Dental benefits are provided at zero premium cost to the employee.
• 24 hours of paid personal holiday leave each fiscal year.
• 10 wellness hours each fiscal year.
• Retirement plan includes a 7% contribution of an employee's gross salary to the Texas Municipal Retirement System (TMRS) with a City contribution match of 2 to 1 (14%) at retirement.
• Military leave.
• Education reimbursement assistance.