The Customer Service Coordinator - Civic Centre is responsible for overseeing all daily customer service activities and overall support of the Parks and Recreation Department. This position manages and supervises the part-time variable Customer Service Representative (CSR) team and is responsible for scheduling staff, and acting as the Manager on Duty during evening and weekend shifts. This position expands routine services to the public by conducting facility tours and administrative support for Department services outside of general office hours. This position is also responsible for administrative support work and clerical tasks for the Civic Centre and the Parks and Recreation Department. The hiring range for this full-time, non-exempt position begins at $27 per hour (DOQ).
Position Responsibilities
Supervision. Hires, trains, and manages performance of all CSR staff. Sets work schedules for CSR staff based on facility schedule. Reviews, updates, corrects, approves, and submits payroll for all CSR staff biweekly. Writes and conducts annual performance assessments for CSR staff annually. Conducts staff meetings for dissemination of information, policy updates and team building. Trains staff on facility set ups, clerical, rental reservations, financial and deposit procedures. Is on-call for supervisor questions or problems as they arise.
Customer Service. Provides information on Parks and Recreation activities and programs to patrons; handles caller and visitor requests. Provides quality customer service encounters over the phone and in person in reserving Parks and Recreation programs and facilities and trains part-time staff to maintain level of service expectations. Obtains necessary information from the customer, checks on availability, processes payments, inputs reservations in the computer. Resolves customer complaints and answers customer’s questions regarding policies and procedures.
Program Support. Works with Recreation Program Managers on coordination of class set up, resource needs, room reservations, pool birthday party reservation execution, and programming/special event assistance as needed. Ensures CSR staff is knowledgeable on programs, facilities, membership information, and policies to properly answer questions and capture registrations.
Reception. Manages and trains staff to answer phones, greet visitors, answer questions, take accurate messages, and relay them in a timely manner. Ensure staff provides accurate information or referrals to callers. Performs reception duties and visitor orientation when other staff is not available.
Communication. Coordinate with program staff to ensure CSR's have timely and accurate information and knowledge necessary to provide quality customer service. Explains rules and policies; provides on-going training to CSR staff.
Facility Management. Serves as Manager on Duty during evenings and weekends. Oversees the preparation of facilities for activities (e.g., setting up chairs and tables, recreational and other equipment). When needed, performs the opening and/or closing of the facility.
Maintenance. Communicates information on building maintenance issues as they arise and follows up to see repairs are addressed.
Facility and Field Reservations. Assists with reservations and permitting for the Civic Centre, park shelters, ballfields, and sports fields by providing facility information, facility tours, processing reservation requests, preparing permits and agreements, maintaining client records, monitoring reservation schedules, and ensuring compliance with facility policies, regulations, and operational procedures.
Records Management. Assists with filing systems (both electronic and paper) for all rental contracts and programs at the Civic Centre. Generates monthly reports for facility usage and financials for the Department. Assists the Parks Maintenance Coordinator with the Johnson County Wastewater Rebate program, acting as a backup recorder.
Cemeteries. Assists with cemetery records. Assists the public with locating existing graves.
Minimum Qualifications
- A High School Diploma or the equivalent is required. Additional education may be considered in lieu of work experience.
- Three to five years related work experience with previous facility management and customer service experience required.
Any combination of education and experience that provides the knowledge, skills and abilities to successfully perform the responsibilities listed above may also be considered.
Work Schedule
This full time position works 8 hour days covering core hours of 9:30 am - 6:30 pm Tuesday - Friday. Saturdays are required with flexibility in daytime or afternoon/evening hours. This position is occasionally required to work additional hours to cover subordinate's absences or for recreational activities and special events.
Additional Statements
The above statements are intended to describe the general nature and level of the work performed by employees assigned to this position. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. The City of Shawnee reserves the right to amend and change responsibilities of job descriptions to meet business and organizational needs as necessary. The job description is not a contract or guarantee of employment.
The City of Shawnee complies with federal and state equal opportunity laws. It is the City's policy to provide an equal employment opportunity for all qualified employees and applicants for employment without regard to ancestry, race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, socioeconomic status, genetic information, citizenship, veteran status or familial status, or any other basis protected by state or federal law, in regard to hire, training, promotion, transfer, layoff, dismissal, discipline and other conditions of employment. If reasonable accommodation is necessary to apply or further information if needed, please contact Human Resources at (913) 742-6253.
