Customer Service Associate I - Naperville Park District

Overview:

Under the direct supervision of the Customer Service Manager, the Customer Service Associate I performs a variety of customer service functions relating to membership sales, activity registration, facility rentals, program communication and facility service-desk duties.

Essential Duties and Responsibilities:

1. Assist customers on the phone, in person, and in written form with all processes and questions providing an exceptional customer service experience and promoting Park District services and facilities.
2. Successfully operate multiple computer software packages simultaneously in order to assist customers.
3. Ensure confidential use of customer information, including credit card transactions and household account information.
4. Assist customers with and complete all necessary phases of activity registration, facility booking, membership sales and point of sale transactions.
5. Successfully balance receipts, reconcile transactions and prepare daily bank deposits.
6. Inform participants of waitlist availability, class cancellations or changes via phone and email.
7. Assist customers with facility rentals and process application permits according to District, department and General Use Ordinance procedures.
8. Establish and maintain a positive working relationship with residents, customers, vendors, community partners and co-workers.
9. Comply with District financial policies.  Communicate budgetary requests to supervisor.
10. Act as a resource agent for community by taking initiative to seek and share information.
11. Follow and model compliance with all District, State, Federal and departmental safety and risk management, personnel, administrative policies and procedures, ordinances and regulations.
12. Maintain a proactive approach to safety and risk management.  Report all accidents, incidents and unsafe conditions in a timely manner.

Other Duties and Responsibilities:

• Respond to all customer comments and questions in a timely fashion.
• Respond appropriately to safety and emergency situations.
• Follow all necessary procedures to open and/or close facility spaces.

Knowledge, Skills, and Abilities:

• Excellent telephone technique, etiquette and high volume handling skills.
• Excellent written and verbal communication skills.
• Ability to professionally attend to the needs of customers.  Address complaints and resolve concerns as needed.
• Handle confidential situations in a professional manner.
• Strong command of the English language and proper grammar.
• Ability to work with a diverse population and large spectrum of demographics.
• Ability to organize, gather and retain a large volume of information for use in assisting internal and external customers.
• Acquire excellent knowledge of all internal departments.
• Strong math aptitude– in reconciling daily work, preparing deposits, etc.
• Attention to detail and accuracy.
• Display initiative and independent thinking skills.
• Experience with different types of tender, credit cards and other point of sale items beneficial.
• Ability to multi-task and be an effective team member in a fast-paced environment.

Education and Experience:

• Minimum one (1) year customer service experience preferred.
• Must be 16 years of age or older.

Special Considerations:

• Requires flexibility of work schedule to accommodate Park District facility hours, rentals, programs and events.
• Must be available to work weekend rotations and some evenings.
• Subject to inside environmental conditions.
• Sustained posture in a seated or standing position for prolonged periods of time.
• Continuous exposure to computer screens.
• Occasionally lift, carry and move light weight objects (20 lbs.)
• Ability to travel to and work at all Naperville Park District public facilities.