Customer Service Specialist I

Customer Service Specialist- I

Pay Grade 1 

POSITION OVERVIEW

This position is responsible for providing customer service, administrative support, as well as maintaining equipment and supplies, in addition to providing services, information, and assistance to the public. Provides facility oversight/management and leadership of facility staff when on duty. Performs intermediate administrative support work through a variety of office assistance and administrative tasks; does related work as required that has been previously approved or directed by supervisor.

Customer Service Specialist, Level I duties include, but are not limited to:

• Customer Service: Provide friendly, helpful customer service to patrons and staff. Operate a multi-line phone system, courteously answering and screening incoming calls, and directing them to the appropriate staff or department based on the caller’s needs. Provides tours of facility and explanation of programs and services. Maintain clear communication with staff, patrons, and leadership to address issues or concerns promptly.
• Facility Supervision Support: Assist with facility supervision. Control facility traffic. Monitors all people accessing facility, in particular those utilizing the upstairs space. Provide explanation of facility rules. 
• Cash Handling: Conduct sales transactions. Operate a point-of-sale system (recreation management software program). Reconcile cash drawers. 
• Administration: Ensures efficient and effective use of Town equipment and property in accordance with all applicable policies and procedures. Assists as needed to accomplish a variety of reporting requirements.
• Additional Tasks: Assists with room set up and tear down for rentals and internal programs and events. Assists with departmental events and the yearly shutdown, as needed. Assists as needed under the instruction of the Facility Operations Manager or Manager on Duty as needed.

Manager on Duty, Level II, in addition to Level I duties include, but are not limited to:

• Customer Service: Provide high-level customer service by addressing and resolving patron concerns, ensuring a welcoming environment, and supporting front-line staff in delivering quality service. Act as the point of contact for escalated issues, facility inquiries, and conflict resolution.
• Facility Supervision Support: Oversee the facility and front desk to manage day-to-day operations, primarily when administrative staff are not present. Perform general supervision of facility patrons.
• Cash Handling: Oversees cash handling procedure to ensure accurate collection, recording and storage of all payments received during the shift. Reviews and signs off on end of shift financial reports. Ensures compliance with Town policies and internal controls related to cash management. Coordinates with Operations and Contract Technician to resolve any discrepancies or issues.
• Administration: Use automated systems to create and process reports and assist with clerical and administrative duties as requested or assigned by supervisor. Assists in training and overseeing assigned staff.

Additional Tasks: Oversees and performs light facility maintenance tasks such as room set up and tear down for rentals and programs. May be asked to assist as needed under the instruction of the Facility Operations Manager or other member of administrative team, such as lifting or moving equipment and supplies over 50 pounds and facility maintenance tasks beyond light duty. 

EDUCATION & EXPERIENCE

Customer Service Specialist I -  Minimum of six (6) months of related work experience in customer service, preferred if during recreational or educational activities  

Manager on Duty II -  Minimum of one (1) year customer service experience. Previous supervisory, cash handling and building operations experience preferred  SUCCESS FRAMEWORKThe following list of knowledge, skills, and abilities have been identified by our team as building blocks towards efficiency and effectiveness in this position. 

• Knowledge of general office administrative practices. 
• Knowledge of principals of governmental organization and administration.
• Ability to effectively communicate and interact with supervisors, members of the general public, employees, Town Officials and others involved in performance of job duties; ability to assemble reports in a concise, clear and effective manner.
• Ability to use independent judgement and work with little direct supervision. 
• Ability to operate a computer, and other office equipment needed to perform job duties, proficiency in various software, including Microsoft Office suite; and excellent interpersonal skills and ability to work in a team environment.

WORK SCHEDULE

• This is a part-time position generally scheduled for up to 29 hours per week.
• Flexible hours may include a combination of weekdays, evenings and weekends depending on availability, programming and facility needs
• Holiday work or adjusted hours for special events may be requested

EQUIPMENT & TOOLS

The following equipment/tools are commonly associated with the efficiency of the employees’ job performance.

• Shared computer including word processing software, printer, telephone, calculator, copy machine, fax machine, and other associated office equipment.

PHYSICAL ABILITIES 

The physical demands described below are representative of those that must be met by an employee to successfully perform essential functions of the job. 

• Work requires the ability to talk, hear, listen, and comprehend.
• Work requires the ability to drive and/or operate mechanical equipment.
• Work requires the ability to sit, stand, walk for extended periods of time.
• Work requires the ability to complete repetitive wrist, hand, and/or fine motor movement.
• Work requires the ability to grasp, pull, push, climb, balance, reach, stoop, kneel, crouch, and/or crawl. 
• Work requires visual acuity of 20 feet or more, visual acuity of 20 inches or less, three dimensional vision, precise hand/eye coordination, the ability to identify and distinguish colors. 
• Manual/General labor of medium work requiring the exertion of 50 pounds of force occasionally, up to 25 pounds of force frequently. 

CERTIFICATIONS/LICENSURES
Valid Virginia (VA) Driver’s License  -  Must have upon hire. If relocating to VA, a valid VA drivers’ license is required to be obtained within 1 year from date of hire. 

CPR/FA certification  -  Must obtain within 30 days from date of hire