Customer Experience Associate

Job Summary
The Customer Experience Associate serves as the first point of contact for customers and plays a key role in creating a welcoming, caring, and extraordinary experience for all customers. This position greets customers, answers questions about programs and services, assists with registration for recreation programs and facility rentals, and supports the daily operations of the facility. The Customer Experience Associate may be responsible for completing opening and closing procedures and ensuring the front desk area operates efficiently while delivering excellent customer service to community members of all ages. This is a year-round, part-time position. Work schedule may vary based on facility operations and program needs; position may offer customer service coverage at various facilities based on operational need.

Supervisory Responsibilities
This job has no supervisory responsibilities.

Essential Job Duties
• Provide an exceptional customer experience to all customers by following greeting standards and customer experience expectations; interactions with customers must be values driven.
• Greet customers in a friendly and welcoming manner when entering and exiting the building as well as during all customer interactions.
• Answer and respond to customer and staff inquiries using multiple communication channels.
• Communicate all complaints or concerns to the appropriate manager.
• Process registrations and memberships for the various Park District facilities and amenities as assigned; conduct monetary transactions and process all sale transactions.
• Check in members and guests and process day fees as needed.
• Complete facility opening and closing procedures as assigned; ensure facility is in good order at opening and closing.
• Primary Manager on Duty in the absence of a supervisor.
• Responds appropriately to participant and facility emergencies, including the completion of accident reports in a thorough, accurate and timely manner.
• Initiate Emergency Operations Plan when needed; act as Incident Commander as required.
• Cooperate and communicate any customer issues during respective shifts with all co-workers.
• Responsible for neatness, accuracy and balancing of all work processed.
• Performs other duties as assigned.

Education and Experience: High school diploma or equivalent required. Or a combination of experience and skills and abilities listed. Bilingual in English and Spanish is not necessary but is preferred.

Skills and Abilities:
• Provide extraordinary customer service
• Maintain knowledge of Park District programs and services
• Listen carefully and provide verbal and written responses in a clear and professional manner
• Remain calm and professional when resolving customer concerns
• Strong attention to detail and accuracy
• Cash-handling
• Work independently
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Intermediate computer skills and ability to learn registration or point-of-sale software
• CPR/ AED Certification or ability to obtain within one (1) month of hire.

Classification: The Park District of Highland Park is looking to fill four positions for this job
1 Part-time IMRF, non-exempt position ( up to 29 hours a week )
3 Part-time non-IMRF, non-exempt positions ( under 20 hours a week )

Wage Range: $18.50-$23.13 per hour

Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk, grasp/manipulate, and reach with fingers, hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee operates a variety of office equipment including computer hardware, telephone, fax machine, calculator / adding machine, and photocopier.

Working Conditions: The physical environment requires the employee to work primarily in an indoor setting. The employee is occasionally exposed to cold, wet and/or humid conditions. The noise level in the work environment is usually moderate.

Benefits:

Part-Time IMRF
• Pension/Benefit Plan (IMRF)
• Deferred Compensation Plans
• Flexible Spending Accounts (Health and Dependent Care)
• Two (2) PTO Days
• Health & Fitness Membership
• Outdoor Pool Membership and Seasonal Beach Access
• Program and Facility Discounts on a variety of recreational activities including Golf and Racquet Sports.


Part-Time non-IMRF
• Health & Fitness Membership
• Outdoor Pool Membership and Seasonal Beach Access
• Program and Facility Discounts on a variety of recreational activities including Golf and Raquet Sports.

The Park District of Highland Park is an Equal Opportunity Employer.