Customer Service Representative - City of Greeley
Greeley, CO 80631
About the Job
Salary Range: $16.54 - $20.67 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.
- General knowledge of procedures, practices or operations.
- Entry level knowledge of complex software.
Knowledge, Skills, and Abilities
- Ability to follow detailed instructions.
- 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
- Greet all patrons in a timely manner and inquire where and what they are doing in the facility to ensure safety.
- Answer and transfer a high volume of telephone calls.
- Provide courteous service to patrons requiring program registrations, facility bookings, park shelter reservations and daily use of the facility.
- Give patrons tours of the facility and information regarding the Recreational Facility.
- Provide quality customer service through the development of relationships with participants, community members, and various organizations.
Personnel Management
- Assist in the training and scheduling of part-time/seasonal employees.
- Provide support to part-time/seasonal staff and resolve any issues that arise within the facility.
- Communicate with direct supervisor about part-time/seasonal staff performance.
- Participate in regular operations staff meetings to ensure consistency is maintained throughout recreational facilities.
Technology and Risk Management
- Learn and use recreation management software, RecTrac, for entry desk operations including membership sales, program registration, facility rentals, and point of sale services.
- Assist with ensuring marketing materials, website, and social media sites are updated with accurate information.
- Follow and assist in the enforcement of risk management and emergency response trainings.
Memberships and Operations
- Process and assist with promoting membership sales at all recreation facilities.
- Assist in member appreciation events and promotions.
- Aid patrons in registrations for activities, programs, and events.
- Maintain and update family and organization accounts.
- Conduct item inventory, reconcile shortages and overages, and report these numbers to one's supervisor.
- Reserve 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.
- Assist with the monitoring of surveys and focus groups to gauge member and guest satisfaction levels, allowing for constructive feedback and fostering of ideas.
Communication
- Facility reservations and facility inquiries, staffing and facility reservations, pro shop and office supply orders and petty cash exchange.
Problem solving and decision-making
- Established routines and standing instructions provide a clear and defined framework of operations.
- Instructions provide some latitude to consider variations in sequences of procedures based on situations encountered.
Work Environment and Physical Requirements:
- Customer Service Representative may be exposed to indoor/outdoor work areas including but not limited to classrooms, general office spaces and recreational activity spaces.
- Customer Service Representative maybe 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.
