Lead Customer Service Representative (Part-Time)

Working For The City Of McKinney

Working for the City of McKinney is more than a job. It is an opportunity to make a meaningful difference in the lives of others. It is also an opportunity to have a hand in the development of one of the fastest growing communities in the nation. Proudly recognized on the Top Workplaces USA list by USA TODAY, our team is dedicated to making McKinney one of the best places to work, live, and raise a family. That's why we exist. Join us and start making a difference today. Our core values are guided by four employee-generated values Respect, Integrity, Service, and Excellence (RISE). We are also supported by servant-based leaders who foster and support a healthy, family-oriented culture. All new employees are expected to embrace and live by our core values and commit to helping us sustain our exceptional work environment as a high performance organization.

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, assessing work performance, contributing to the development of others, working as part of a team, continuously learning and developing, and adhering to all written mandatory standards of operation, policies, procedures, manuals, memos, and oral instructions.

• 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.
• 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.

Other job functions include performing other duties as assigned or directed.

Knowledge, skills, abilities, and behaviors include embracing and embodying the City's core values of Respect, Integrity, Service, and Excellence (R.I.S.E.), communicating effectively with peers, supervisors, subordinates, and people to whom service is provided, producing desired work outcomes, planning and organizing work, time, and resources, applying common sense understanding to carry out detailed written or oral instructions, dealing with problems involving a few concrete variables in standardized situations, working in a team environment, building professional relationships with internal staff and customers, offering flexibility and adaptability, especially during times of change, and communicating 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.