Customer Service Supervisor

Customer Service Supervisor

Under the supervision of the Ice and Facility Manager, this position is responsible for providing exceptional leadership, customer service and supervision at the assigned location. Primary responsibilities include oversight of skate rental, concessions and facility operations and providing general facility supervision. The job requires schedule flexibility to ensure coverage and is primarily responsible for evening and weekend shifts to provide leadership and supervision at the facility.

Essential Duties :

• Manage facility front desk operations with a strong focus on customer service, facility cleanliness, safety, and staff productivity to ensure a high quality of services.
• Hire, train, schedule, supervise and evaluate assigned staff; provide or coordinate staff training, regular staff meetings and work with employees to correct deficiencies.
• Regularly cross train staff at multiple Recreation Centers on Point of Sale, Registration, and Facility Scheduling software.
• Review and approve bi-weekly timesheets and work directly with payroll to resolve any pay issues.
• Responsible for maintaining and tracking CPR certifications of frontline staff.
• Provide general facility leadership and supervision in the absence of the Recreation Manager.
• Multi-task by performing customer service representative duties, approximately for 50% the time, while also completing other work assignments.
• Open and close the facility and maintain flexibility to cover a variety of shifts to ensure adequate coverage. May also be required to assist at other District facilities.
• Maintain records and generate reports as directed, including but not limited to weekly / monthly reports, facility usage reports, payroll documentation, incident / accident reports, cash reports, monthly passes and personnel evaluations.
• Remain visible and regularly interact with patrons, special groups, and members of the public.
• Provide superior customer service, resolve complaints and respond to inquiries in a timely manner.
• Respond to facility related emergencies such as evacuations, medical emergencies, suspicious behavior, etc. Complete incident and accident reports, and follow up accordingly to District procedures and requirements.
• Complete routine walkthroughs of facility and locker rooms and resolve facility hazards.
• Oversee facility rentals at assigned locations including responding to inquiries, completing bookings and collecting payment.
• Enforce a high level of operation and risk management standards through combination of staff training, adequate procedures and regular review.
• Ensure that facility rules and safety standards are followed while providing excellent customer service.
• Maintain a high level of communication through effective in-person and written methods, including a weekly staff memos and quarterly staff meetings.
• Keep abreast of Center and District events, programs, schedules, systems and policies and procedures to effectively share information with customers and staff.
• Work cooperatively with staff and support various programs by assisting with their facility and program needs.
• Supervise front desk cash handling, including reconciling cash drawers, completing cash reports and maintain petty cash.
• Communicate issues / complaints to supervisor as needed.
• Assist with facility maintenance including room set-ups and tear downs, light custodial responsibilities, etc., as needed.
• Responsible for purchasing, pricing, inventory and regular reporting pro-shop items, drop-in athletic equipment and office supplies.
• Monitor general operations budget and keep within approved budget.
• Ensure the general security and safety of the facility including control of keys, petty cash, and security monitoring system in conjunction with the Recreation Manager.
• Attend facility, department and district meetings and trainings, as well as may serve on a variety of District wide committees.
• Attend work on a regular, reliable and punctual basis; sub for co-workers when available; is responsible for securing substitutes for shifts unable to work.
• This position will be required to work special events and / or after hour rentals.

This job description should not be construed to imply that these requirements are the exclusive duties of the position. Incumbents may be required to follow any other instructions, and to perform any other related duties, as may be required.

Education and / or Experience :

Licenses, Certifications, and Other Requirements :

Necessary Knowledge, Skills and Abilities :

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