Customer Experience Program Assistant

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JOIN REDMOND!

The City of Redmond is a thriving, culturally diverse community, and home to over 80,000 residents. Redmond is the hub of an array of commerce and industry ranging from technology, aerospace, and gaming to biomedical and innovation start-ups.

Are you proactive, organized, and passionate about customer service? Join our team as a Customer Experience Program Assistant with the Parks and Recreation Department!

In this full-time role, you'll be a vital part of the customer experience team—supporting community center operations, managing rental programs, and assisting with our SmartRec recreation software. You'll also serve as a friendly and knowledgeable first point of contact at the front desk, providing exceptional service to our visitors.

At Redmond Parks and Recreation, our vision is to serve and connect our community through innovative, inclusive, and sustainable experiences. As the Customer Experience Program Assistant, you'll help bring this vision to life by supporting facility rentals, software systems, and overall operations. This is a great opportunity for someone with experience in recreation, customer service, or administrative roles who is passionate about community service and public engagement.

This position is full-time and might require some weekends and evenings.

ROLE & RESPONSIBILITIES

• Provide excellent customer experience in person, on the phone, and through email for multiple line of City business.
• Interact daily with the public and program staff.
• Provide administrative support to registration software, SmartRec.
• Provide administrative support to the facility rental program.
• Provide administrative support to the Fee Assistance program.
• Partner with and assist Customer Experience and recreation team staff to ensure program success.
• Analyze processes and work with appropriate staff to implement changes as needed.
• Assist in the management and communication of program information: details, statistics, creating/modifying report, etc.
• Assist with various customer service issues, such as general questions, reservations, enrollment assistance, refunds, etc.
• Monitor, track, and maintain metrics and analytics relevant to programs.
• Provide recommendations for improvement to Customer Experience team programs.
• Serve as a technical resource and assist a variety of customers including resident, businesses, staff, and city leadership with details and information of Customer Experience programs.
• May coordinate the activities of staff, volunteers and participants.
• Other duties as assigned.

QUALIFICATIONS

Education and Experience

• Two years' experience in program or administrative and office support
• High school diploma or equivalent
• Equivalent combination of education, experience and training that provides the required knowledge, skills and abilities

Licenses and Certificates

• Valid Washington State Driver's License
• Valid First Aid & CPR certifications (must be obtained within 6 months of hire)

Other

This class description describes the general nature of the work performed, representative duties as well as the typical qualifications needed for acceptable performance. It is not intended to be a complete list of all responsibilities, duties, and skills required of the job.

Please review the Program Assistant for more information about the knowledge, skills, abilities, working conditions, and physical requirements.

Selection Process

• All applicants will be notified of their application status.
• Top candidates will be contacted to participate in the next phase of selection process, which may include testing and/or an interview.
• Note, the City may review existing application pools to fill this position or use this pool to fill future vacancies.
• Offers of employment are conditional based on the candidate successfully passing both background and reference checks. Internal candidates are subject to passing a new background if the previous check was conducted more than six months ago.
• Additionally, new hires relocating to the area are required to have Washington State residency within 30 days of their start date to comply with payroll tax purposes.

BENEFITS

Our employees earn competitive wages and enjoy an exceptional benefits package that includes:

• MEDICAL INSURANCE - Choice of two plans for employees and their eligible dependents: Premera or Kaiser Permanente. All employee healthcare premiums paid for by the City of Redmond.
• PRESCRIPTION DRUG INSURANCE - Included with each medical plan
• DENTAL INSURANCE - For employees and their eligible dependents
• VISION INSURANCE - For employees and their eligible dependents
• OTHER INSURANCE - Life, accidental death & dismemberment insurance, short and long-term disability, optional employee-paid voluntary life insurance
• FLEXIBLE SPENDING ACCOUNTS - For tax savings on healthcare and dependent care expenses
• PAID VACATION & HOLIDAYS - with (13) paid holidays per year
• EMPLOYEE ASSISTANCE PROGRAM (EAP)
• RETIREMENT PLANS - Department of Retirement Systems (DRS) plus additional options that include: Municipal Employees Benefit Trust (Social Security replacement plan) and MetLife 457 Plan
• Annual COLA adjustments
• Annual merit increases of up to 5%

To learn about benefits at the City of Redmond, please visit C2MB (ajg.com)