Customer Service Representative- Office

Description

COTTONWOOD HEIGHTS PARKS AND RECREATION SERVICE AREA POSITION DESCRIPTION

(NON-EXEMPT)

Approved By:________________________ Date of Review:________________

Position Title: Customer Service Representative – Level 2 , Office

Position Characteristics: Non-seasonal, part-time, no benefits. 

Weekdays, evenings, Saturdays, Sundays, holidays.

Department: Office

Reporting Relationships:

Position Reports To: Customer Service Manager

Positions Directly Supervised: None

Position Purpose:

Responsible for performing a variety of cashiering and public relations duties including selling admissions, taking reservations, enrolling patrons in lesson programs and memberships, and providing information about Center programs and activities. Operates the cash register/computer and balances the cash drawer. Completes related clerical duties and stocks informational handouts. Checks for valid memberships and maintains positive public relations with patrons. 

Nature and Scope:

This position requires strong communications and public relations abilities. Good math skills, attention to detail, and a general understanding of Center sponsored activities and class requirements are required for the successful execution of this position.

Essential Functions and Basic Duties:

1. Assume responsibility for efficiently performing customer service duties.
2. Sell admission to Service Area and Center activities and issues wristbands to patrons using all areas of the facility.
3. Take reservations for park pavilions and schedules racquetball and tennis court use. 
4. Sell memberships to patrons. Explain facilities available to customers and membership options. Take ID pictures and prints memberships cards. Use tax boundary information to determine correct membership charges.
5. Check and verify membership cards to ensure validity. Use computer to verify membership of patrons without cards.
6. Enroll patrons in private lessons programs and group classes including ice skating, swimming, and tennis lessons and provides customers with receipts.
7. Operate the cash register/computer accurately using appropriate keys and making correct changes. Balance the cash register properly at the end of each shift.
8. Sell pro-shop items.

1. Assume responsibility for the effective and efficient performance of all Customer Service related clerical duties.
2. Assist with preparing mailers. Place mailing labels on pamphlets to be sent out.
3. Prepare ID pictures for patrons.

1. Assume responsibility for establishing and maintaining good public relations with patrons.
2. Respond to all general inquiries in an informed and polite manner. Provide information regarding operating hours, prices, activities, class requirements, and memberships. Direct patrons to class and activity locations.
3. Answer telephone calls courteously and record and relay messages correctly.
4. Maintain an adequate supply of information pamphlets and handouts.
5. Assist with maintaining discipline and appropriate behavior of patrons.
6. Address and resolve problems promptly.
7. Project a professional image to the public. 

1. Assume responsibility for establishing and maintaining effective working relations with are personnel and with management.
2. Assist office staff as needed.
3. Keep management informed of activities and of any significant concerns.
4. Attend meetings as required.

1. Assume responsibility for other duties as assigned.
2. Keep counter tops, resale areas, and the general office area clean and well-maintained.
3. Perform all duties and responsibilities as assigned.

Performance Measurements:

1. Cashiering responsibilities are completed efficiently and in accordance with established policies.
2. Clerical duties are performed accurately and promptly. Records are maintained correctly.
3. Good public relations exist with members and patrons. Information and services are provided as requested and patrons are handled efficiently.

Qualifications:

Training/Education/Certification:

• High school graduate or equivalent.
• Approved Criminal Background Investigation check if over 18 years of age.

Required Knowledge:

• Understanding of general Customer Service responsibilities.
• Knowledge of Center activities and class requirements.

Experience Required:

• Customer service experience preferred.

Skills/Abilities:

• Strong public relations skills.
• Organization skills and attention to detail.
• Basic math ability.
• Basic computer skills

Physical Activities and Requirements of this Position:

Reaching: Extending hand(s) and arm(s) in any direction.

Standing: For extended time periods.

Finger Dexterity: Pinching, typing, etc., primarily with fingers only.

Repetitive Motions: Movements frequently and regularly required using the wrists, hands, or fingers.

Talking: Especially when one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Hearing: Able to hear average or normal conversations and receive ordinary information.

Seeing: Average, ordinary, vision acuity necessary to prepare or inspect documents or products, or operate machinery. 

Physical Strength: Sedentary Work: sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Working Conditions:

• None: No hazardous or significantly unpleasant conditions, such as in a typical office.

Mental Activities and Requirements of this Position:

General Education-Reasoning Ability: Ability to apply common sense understanding to carry out detailed, involved instructions and to deal with problems involving several concrete variables. 

General Education-Mathematics Ability: Ability to add, subtract, multiply, and divide all units of measure; to perform the four operations with like or common decimal fractions; to compute ratio, rate, and percent; to draw and interpret bar graphs; to perform arithmetic operations involving all American monetary units. 

General Education-Language Ability: Ability to use a passive vocabulary of 5-6,000 words; to read (by sight or Braille) and to write (to inscribe by whatever means) compound and complex sentences.  

Intent and Function of Job Descriptions:

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and terminations decisions. Well-constructed job descriptions are an integral part of any effective compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determines to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended to and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason no prohibited by law.