Customer Service Representative Senior

Job Description:

Customer Service Representative Senior

Description

Position Scope

Embrace the New - Do Right - Lend a Hand - Find a Way - Enjoy our Work - Celebrate Uniqueness

General Purpose: Under general supervision, provides advanced-level customer service to City recreation customers.

Primary Duties and Responsibilities

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Answers a variety of recreation, event and city related customer inquiries.
• Assists participants in activities and programs at recreation facilities; plans events and activities, as directed by Recreation Coordinator.
• Resolves customer discrepancies in person, on the telephone, and online.

• Create a variety of routine and non-routine documents, including reports, flyers, and/ or marketing materials, templates, charts, surveys, letters, memos, notices, forms, newsletters, agendas, schedules, and/or other related materials

• Assist with processing new enrollments/applications for recreation services through all systems associated with the position, to include refunds, facility rentals, registrations and passes.
• Assist with updating customer data into customer information system.
• Ability to balance cash drawer, count, and prepare the drawer for final reconciliation of checks, cash, and credit card payments.
• Assist customers with registration and navigation of City online portal including registrations, withdrawals and resetting of passwords.
• Calculates billing adjustments to resolve processing issues and submits for approval.
• Manage delinquent accounts to include creating notices.
• Issue credit card void or refund requests.
• Compile and prepare statistical reports for management.
• Assist department Manager and/or other department personnel.
• Handle sensitive and confidential matters.

• Performs other duties as assigned or required.

Minimum Qualifications & Position Requirements

High School diploma or GED equivalent and three (3) years of high-volume telephone or business office customer service experience, preferably in a recreation environment. Other combinations of education and experience that meet the minimum requirements may be substituted.

Necessary Knowledge, Skills, and Abilities:

Knowledge of:

• Recreation customer service functions, methods, principles, techniques, and procedures.
• RecTrac and Tyler Munis System knowledge.
• Basic City policies and procedures.
• Basic personnel rules, accounting and budgeting systems.
• Basic principles of record keeping and records management.
• Microsoft Office software programs.

Ability to:

• Solve routine problems.
• Manage and prioritize work.
• Follow oral and written instructions.
• Establish and maintain positive, effective working relationships with customers and City staff.
• Maintain confidential and sensitive information.
• Perform basic mathematical calculations.
• Operate a personal computer with associated software and database applications.
• Complete work and projects in a thorough and timely manner.
• Work independently as well as a contributing team member.

12 Month Goals:

• Master the recreation software system (Rec Trac) to expedite registrations, reservations, reporting and payment processing
• Collaborate with the team to identify challenges in the registration process and propose solutions
• Implement a feedback system to gather customer service satisfaction on registration processes

Additional Information

Days and Hours Worked: Monday-Friday 8am-5pm

Special Requirements: None

Physical Demands / Work Environment: Standard office environment

Reports to: Recreation Manager

Supervision Exercised: May assign work to other staff.

FLSA Status: Non-exempt

EQUAL EMPLOYMENT OPPORTUNITY : It is the policy of the city to provide employment opportunities to all persons based solely on ability, regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or disability.

Employee Benefits & Wellness

The City offers a comprehensive benefits package to full-time classified and management employees. Part-time classified employees may be eligible for select benefits where defined.

For complete Benefit Plan & Wellness Information, please visit the City website at:
Benefits & Wellness

City benefit plans are subject to change at any time.

Closing Date/Time: 2/27/2025 11:59 PM Mountain

Salary:

$22.00 - $32.98 Hourly