Customer Service Associate I

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 :

• 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.
• Successfully operate multiple computer software packages simultaneously in order to assist customers.
• Ensure confidential use of customer information, including credit card transactions and household account information.
• Assist customers with and complete all necessary phases of activity registration, facility booking, membership sales and point of sale transactions.
• Successfully balance receipts, reconcile transactions and prepare daily bank deposits.
• Inform participants of waitlist availability, class cancellations or changes via phone and email.
• Assist customers with facility rentals and process application permits according to District, department and General Use Ordinance procedures.
• Establish and maintain a positive working relationship with residents, customers, vendors, community partners and co-workers.
• Comply with District financial policies. Communicate budgetary requests to supervisor.
• Act as a resource agent for community by taking initiative to seek and share information.
• Follow and model compliance with all District, State, Federal and departmental safety and risk management, personnel, administrative policies and procedures, ordinances and regulations.
• 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.
30+ days ago