Customer Service Representative - City of Greeley

Salary Range: $16.54 - $20.67 hourly

Hiring Range: $16.54 - $18.61 hourly

Job Summary:

Customer Service Representatives are an integral part of the Recreation Division with the City of Greeley and are responsible for providing quality customer service to patrons of the Greeley Recreation facilities. This position oversees entry desk operations and is responsible for assisting with the supervision, training, and scheduling of part-time/seasonal employees. Customer Service Representatives provide information to patrons regarding Recreation facilities, programs, services, memberships, and events. These positions must also process class and activity registrations, sell facility memberships, and schedule facility/park shelter rentals.

Experience, Knowledge, Skills:

Minimum Requirements

• High School diploma or equivalent.
• 1-3 years’ experience with general knowledge of procedures, practices, or operations.

Preferred

• None

Knowledge, Skills, and Abilities

• Ability to follow detailed instructions. 
• Ability to operate several single-purpose power tools/machines or equipment with specialized training.
• Ability to prepare routine reports or correspondence.
• Knowledge of Microsoft Office software, recreation management software (RecTrac), Tivity Health online platform, and When to Work.
• Knowledge of the business and organizational structure of Colorado municipalities. 
• Collaboration skills, including the ability to work with others from different areas and backgrounds to reach a common goal. 
• Computer skills, including the ability to utilize Microsoft Office programs (i.e., Word, Excel, PowerPoint, Outlook, etc.) and learn and experiment with new software and systems.
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others.
• Oral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, information, concepts, and details accurately and clearly.
• Organizational skills, including the ability to set and meet goals and deadlines, manage appointments, create schedules, coordinate, and facilitate meetings, and make decisions. 
• Ability to work under pressure, manage multiple concurrent and competing tasks and responsibilities, and adapt to changing priorities while maintaining personal effectiveness.
• Ability to prioritize work, meet deadlines, and stay on task when completing special projects and daily assignments.
• Ability to work independently with minimal supervision and reliable professional judgment, as well as collaboratively with a team to achieve desired results.
• Ability to maintain a strong work ethic, positive problem-solving attitude, and enthusiasm for the work performed.
• Ability to self-start and take initiative in completing daily tasks and special projects.
• Ability to focus on activities that have the greatest impact on meeting work commitments.
• Ability to establish and maintain partnerships with a variety of internal and external constituencies.
• Ability to communicate and work effectively with individuals from diverse backgrounds, cultures, and ages.
• Ability to navigate a complex political environment.

Essential Functions:

Customer Service 

• Greets all patrons in a timely manner and inquire where and what they are doing in the facility to ensure safety. 
• Answers and transfers a high volume of telephone calls. 
• Provides courteous service to patrons requiring program registrations, facility bookings, park shelter reservations and daily use of the facility. 
• Gives patrons tours of the facility and information regarding the Recreational Facility.
• Provides quality customer service through the development of relationships with participants, community members, and various organizations.

Personnel Management 

• Assists in the training and scheduling of part-time/seasonal employees. 
• Provides support to part-time/seasonal staff and resolves any issues that arise within the facility. 
• Communicates with direct supervisor about part-time/seasonal staff performance. 
• Participates in regular operations staff meetings to ensure consistency is maintained throughout recreational facilities.

Technology and Risk Management 

• Learns and uses recreation management software, RecTrac, for entry desk operations including membership sales, program registration, facility rentals, and point-of-sale services. 
• Assists with ensuring marketing materials, websites, and social media sites are updated with accurate information. 
• Follows and assists in the enforcement of risk management and emergency response trainings.

Memberships and Operations 

• Processes and assists with promoting membership sales at all recreation facilities. 
• Assists in member appreciation events and promotions. 
• Aids patrons in registrations for activities, programs, and events. 
• Maintains and updates family and organization accounts. 
• Conducts item inventory, reconciles shortages and overages, and reports these numbers to supervisor. 
• Reserves park shelters and areas for specific days during designated hours. Book and collect rental fees for reservations.

Fiscal Management and Assessment 

• Responsible for monitoring supply ordering for front desks, pro shop and concession supplies. 
• Assists with the monitoring of surveys and focus groups to gauge member and guest satisfaction levels, allowing for constructive feedback and fostering of ideas.

Communication

• Assists with facility reservations and facility inquiries, staffing and facility reservations, pro shop and office supply orders and petty cash exchange.

Problem-solving and decision-making

• Establishes routines and standing instructions to provide clear and defined framework of operations. 
• Gives instructions to provide some latitude to consider variations in sequences of procedures based on situations encountered. 

Supervisory Responsibilities

• None

Work Environment and Physical Requirements:

• A Customer Service Representative may be exposed to indoor/outdoor work areas including but not limited to classrooms, general office spaces and recreational activity spaces.
• A Customer Service Representative may be exposed to the movement of heavy objects, noisy sounds, hot/cold workspaces, bodily fluids, and hostile individuals.
• Moderate to considerable physical effort that includes working from ladders in awkward positions.
• Frequent use of light or medium-weight objects (e.g., 25-50 lbs.) and use of medium-weight tools. 
• Set up for special events and meetings.

EOE Statement: The City of Greeley provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

ADA Statement: We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting.  Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: HR@Greeleygov.com .

Conditions of Employment: Candidates must successfully complete all pre-employment screenings and employment eligibility verification. Pre-employment screenings include a drug test, a background and national sex offender search, a motor vehicle record search, and for some positions, a physical demands evaluation. For more information about City policies and practices during the recruitment process, including but not limited to EOE, Reasonable Accommodation, and pre-employment screenings, please visit our career page HERE.