Facility Services Representative

Job Title

The primary function of an employee in this position is to provide customer service and additional facility tasks and responsibilities in the day-to-day operations of the James E Russell Sports Center. This is a part-time role with a maximum of 19.5 hours per week. Work is performed under the general direction of the Recreation Facilities Supervisor. The principal duties of the position may be performed in an indoor or outdoor environment which may expose the employee to adverse weather conditions or excessive noise.

Examples Of Duties

This list is illustrative only and is not a comprehensive listing of all functions and duties performed by the incumbent of this class. Duties may include, but are not limited to the following:

• Proactively greet and acknowledge members with strong first impressions.
• Develop first-name relationships with customers and families.
• Educate customers about recreation programs, facility rentals, and all aspects of JERISC.
• Expertly troubleshoot and resolve member issues from initiation to resolution.
• Direct elevated issues to correct department through clear communication.
• Strive to consistently deliver exceptional customer service.
• Use online management platform to manage daily bookings, lessons, and activities.
• Assist with membership sales and retention of existing membership base.
• Remain vigilant regarding safety concerns and facility maintenance requirements.
• Maintain cleanliness and order of the reception area, courts, community room, restrooms, and entrances.
• Actively participate in team meetings offering insights to improve.
• Perform other duties as assigned.

Core Competencies

Knowledge of:

• Age-appropriate interactions and communication techniques.
• Facility/equipment set-up and tear-down procedures.
• Basic First Aid and safety precautions.

Skills in and ability to:

• Work with participants in group or individual settings accordingly.
• Follow directions.
• Strong problem-solving skills and ability to make decisions under pressure.
• Communicate effectively with the public, peers, participants, and other City employees both orally and in writing.
• Navigate and use specific software for managing registrations and bookings, including data entry, basic troubleshooting, and document management.
• Demonstrate effective customer service and interpersonal skills.

Physical Demands:

• Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to discern verbal instructions and to communicate effectively in person or on a telephone.
• Sufficient visual acuity, with or without reasonable accommodation, which permits the employee to comprehend written word instructions and monitor participants.
• Sufficient manual dexterity, with or without reasonable accommodation, permits the employee to teach and demonstrate skills for assigned sports activity.
• Sufficient personal mobility, flexibility, and balance, with or without accommodation, which permits the employee run, jump, throw, or perform physical tasks specific to assigned sports activity.
• Jobs in this class require performing repetitive motions in fingering and hand/wrist/arm movements. Related job tasks may require, with or without reasonable accommodation, lifting or moving up to 25 pounds and frequently and 50 pounds occasionally, and stooping, bending, crouching and reaching.

Acceptable Training And Experience

Desired Experience:

• Experience in customer service or member services role required.
• Experience with a racquet sports facility preferred but not required.
• Proficiency in MS Office, Google Services, and other relevant software.
• High school diploma or equivalent; additional education or certification in hospitality or business management is a plus.
• Any combination of experience and training which provides the knowledge and abilities necessary to perform the work.

Other Qualifications:

• Must enjoy working with youth and being outside
• Teach participants in the fundamental skills and techniques for various program activities
• First Aid/CPR certification from an approved agency or ability to obtain within 60 days of hire
• Satisfactory criminal background check for applicants 18 years of age or older.