Lead Customer Service Representative

City of Macedonia

Parks and Recreation Department

Lead Customer Service Representative

FLSA Status: Non-Exempt

Pay Range: Grade 3

Hours: Part – Time As Needed / Seasonal

General Description of Work: Greets and assists guests who come into the Recreation Center.

Handles registration for all programs and activities. Supervises front operations, staff and entire building as necessary. When working with another front desk supervisor, each will serve as co-supervisor in charge of the area, unless otherwise designated by management.

Supervision Received: Receives supervision from Recreation Supervisor.

Essential Functions:

• Supervises operations and personnel at the front desk
• Responsible for providing excellent customer service to guests who come into the Recreation Center
• Responsible for cash handling, to include balancing cash drawers
• Performs program registration, membership sales, merchandise sales, rentals, tot room registrations and park pavilion reservations using the software provided
• Handles incoming phone calls to the Recreation Center
• Responsible for knowledge of all program areas within the Parks and Recreation Department
• Manages the facility when administrative employees are not present to include handling emergencies
• Completes accident and incident reports as necessary and provides emergency care
• Enforces building rules and regulations
• Responsible for handling patron complaints and problem solving to find a solution
• Responsible for working during scheduled special events
• Makes regular rounds of the building to ensure proper supervision, safety, cleanliness and customer satisfaction, cleans and makes proper adjustments as needed or assigned
• Maintains membership files
• Performs special projects assigned by management including, but not limited to, mailers, reports, statistics and phone calls
• Other duties as assigned

Minimum Qualifications:

• Excellent Customer Service Skills
• 18 years or older
• Ability to work on the computer
• Ability to balance cash drawers
• Ability to prepare accurate records
• Ability to work a flexible schedule on nights, weekends, and holidays

Education:

• High School Diploma
•  

Experience:

• Experience in customer service
• Experience working with computers

Other:

• FirstAid, CPR, and AED certifications

Work Environment:

• Job is performed in an area with good lighting, ventilation, and equipment

Physical Requirements:

• Ability to see and hear
• Ability to stand, stoop, bend and walk about
• Possess an audible voice for communication
• Ability to lift boxes up to 50lbs