Customer Service Supervisor

Customer Service Supervisor

Under the supervision of the Recreation Manager of Customer Service, this position is responsible for providing exceptional leadership, customer service and supervision at the assigned location. Primary responsibilities include oversight of all front desk operations and providing general facility supervision. In addition, this position will work with frontline staff at multiple Recreation Centers in various capacities to ensure that operations are consistent across the board. The job requires schedule flexibility to ensure coverage and is primarily responsible for evening shifts to provide leadership and supervision at the facility.

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.

May be required to work special events and / or after hour rentals as necessary.

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.

Must be at least eighteen (18) years of age with a High School diploma or GED equivalent.

Minimum two (2) years of experience in recreation, customer service, or other closely related field.

Minimum one (1) year experience in a supervisory or lead capacity required.

Combination of education and experience will be considered.

Current certifications in AED / CPR and First Aid or the ability to obtain such certifications within thirty (30) days of employment.

American Red Cross First Aid / AED / CPR Instructor certification or the ability to obtain such certifications within ninety (90) days of employment.

Knowledge of modern office procedures, methods and general office equipment (computer, copier, fax, telephone, etc.).

Knowledge of recreational programming and facility operations; customer service principles; working with registration, point of sale and facility scheduling software programs.

Ability to problem solve emergency and difficult situations in the absence of other leadership in a timely manner.

Must be willing to work a varied work schedule which may include some evenings, weekends and holidays.

Must have the ability to physically access assigned location in all weather conditions.

Proficiency with applicable computer software applications (Word, Excel, Outlook).

Possess basic math skills and have the ability to handle money and operate a point-of-sale system.

Must have the ability to perform multiple functions at once and the ability to handle the public in a friendly and professional manner.

Must have the ability to communicate effectively verbally; establish and maintain working relationships with employees and the public.

This position regularly uses office equipment and supplies such as a computer, cash register, credit-card machine, calculator, telephone, printer and fax machine. May be required to utilize cleaning materials and have contact with various chemicals for cleaning.

This position primarily works in a busy recreation facility / pro shop and office environment subject to continuous interruptions and background noises. Requires considerable movement around the facility / work area to monitor activities. Requires sitting (or standing) at a desk 75% or more of assigned shift in a busy office environment. Must be able to work in an environment with various temperatures, poor acoustics and an array of distractions, i.e. music. Moderate mental effort is required. Daily moderate mental pressure exists due to exposure to interpersonal conflicts.

Must be able to frequently bend, walk, kneel, stoop, reach and lift in performance of duties. Will be required to assist in lifting and moving tables, chairs, and cabinets, etc. to maximum of 75 pounds with assistance and frequent unassisted lifting to a maximum of 30 pounds. Vision requirements include : near acuity, far acuity, depth perception and color vision. Requires sense of smell and touch. Must exhibit manual dexterity to manipulate keyboards, calculators, and telephone systems. The ability to talk and hear via the telephone and through face-to-face communication is needed.

This list is not all-inclusive and represents examples of the work environment and physical demands.