Customer Experience Associate - Ice Facilities

Rockford Park District

Rockford (IL)

On-site

USD 19,000 - 23,000

Part time

4 days ago

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Job summary

Rockford Park District is seeking a Customer Experience Associate for the Carlson Ice Arena. You will provide exceptional customer service, operate phone systems, process registrations, and manage inquiries for staff and guests.

The role is seasonal and requires availability early mornings to evenings, with up to 15+ hours per week. Training in First Aid/CPR/AED is preferred. You will work at Rockford Park District Ice Facilities, contributing to a welcoming guest experience.

Qualifications

High School Diploma or GED Equivalent. Some customer service experience preferred.
Must be 18 years old.
Excellent communication and interpersonal skills.
Good computer and keyboarding skills; comfortable with basic office software.
Strong organizational skills and attention to detail; follow procedures precisely.
Able to work 5:00 AM to 10:00 PM, 7 days a week; hours vary with facility needs.
Seasonal role up to 15+ hours per week.
First Aid, CPR, and AED training (preferred).

Responsibilities

Operate phone equipment, answer inquiries, transfer calls, and relay messages for staff.
Register customers for programs, process rentals, and sell admissions.
Maintain knowledge of Rockford Park District policies and cash control procedures.
Monitor general email and voicemail; respond as needed.
Use HRIS system for HR/payroll tasks and clock in/out for shifts.
Assist with opening/closing the office and updating schedules.
Support with event setup and coordination as requested.

Skills

Customer service

Communication

Computer skills

Keyboarding

Organizational skills

Attention to detail

Time management

First Aid CPR

Availability flexibility

Education

High school diploma or GED

Tools

HRIS system

Job description

Title Customer Experience Associate

Department Customer Experience

Status Seasonal

Work Location Carlson Ice Arena

Reports To Customer Experience Supervisor

Wage $17/hour

Position Description

Provides exceptional service and assistance to customers of the Rockford Park District Ice Facilities. Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.

ROCKFORD PARK DISTRICT VISION, MISSION AND LEADERSHIP BY VALUES

Agency VisionTo be the best urban parks and recreation system in North America, as measured by national standards and the citizens we serve.Agency MissionThe Rockford Park District is in business to “help people enjoy life” by providing a quality park and recreation system.Vision & Planning SystemThe District aligns itself and all its resources to achieve its purpose, vision, mission, and priorities. This successfully drives the strategic plan, operational plans, and performance goals.Policy Management & Operations SystemEvery team member serves as an active contributor in the development of the team’s operational plan; develops job strategies and plans that support the team’s operational goals; identifies timetables for completion; plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks.Leadership by Values SystemLeadership by Values can only be achieved if all team members believe in and live by these shared values: accountability, integrity, passion, agility, relationship oriented, results driven, service oriented, respectful, and innovative. While all team members share these essential values, our culture is enriched by and welcomes the diverse supporting values of its team members.Diversity, Equity, Inclusion and Belonging StatementThe Rockford Park District is committed and accountable to being a place where everyone is invited and belongs, as demonstrated by being an inviting, equitable, and inclusive environment, respectful of all people, embracing diversity, creating accessibility and valuing all team members, partners and community members for their unique experiences and backgrounds.

RELATIONSHIPS TO RESULTS CULTURE

DefinitionSustained by long-term, positive, exceptional relationships with stakeholders and team members as our hallmark of success.

ONE TEAM, ONE GOAL COMMITMENT

DefinitionTo work together to achieve the mission, vision, and shared values of the Rockford Park District.ConnectednessDepartments are truly interconnected to support the mission and vision of the Rockford Park District.

ESSENTIAL FUNCTIONS include the following. Other duties may be assigned

Customer Service

Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.
Registers customers for Park District programs, processes facility and shelter rentals, sells admissions tickets and passes.
Maintains a good understanding of Rockford Park District policies especially regarding refunds, registration, etc.
Follows Rockford Park District cash control procedures.
Processes fee assistance requests and payment plan authorizations.
Monitors and responds to Rockford Park District general e-mail and voicemail requests.
Operates office equipment, managing phone systems, voice mail, recorded information lines, fax machines, and copy machines effectively.
Maintains a good understanding of the Park District programs and facilities-what is happening in every department and at each facility.
Maintains knowledge of the Rockford area and the populations served by the Rockford Park District.
Treats customer complaints and concerns with the utmost attention and enters into the appropriate software.
Familiar with specific programming, personnel, and activities related to the location assigned.
Utilize the Rockford Park District's HRIS system for all HR and payroll-related requirements and to accurately clock in and out for all shifts.

Facility Responsibilities

Assists with opening and closing the office for the day.
Updates and maintains buildings schedules.
Provides assistance with basic janitorial tasks such as trash disposal, table cleaning, and vacuuming when necessary.
Assists Program Operations as needed (set up for events, court activities, Facility meeting rooms).
Assists with special event coordination and transactions as requested.

Requirements

Education/Experience

High School Diploma or GED Equivalent. Some customer service experience preferred.

Critical Skills, Knowledge, And Abilities

Must be 18 years old
Good communication skills-written, oral, and interpersonal
Good customer service and computer skills
Keyboarding and some familiarity with database systems
Must possess good organizational skills and be able to pay attention to detail
Commitment to follow procedures exactly and in the correct order
Must be available to work between the hours of 5:00AM. – 10:00 p.m. 7 days a week. Hours will vary based on facility need at both Ice Facilities.
Must be available seasonally up to 15+ hours per week
First Aid, CPR, and AED training (can be obtained through the Rockford Park District)

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Light To Medium Work

Exerting in excess of 30 pounds of force occasionally
Exerting in excess of 15 pounds of force frequently
Exerting in excess of 10 pounds of force constantly to move objects.
Must be able to perform moderately physically intensive tasks, potentially including any combination of the following: climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, lifting, grasping, feeling, talking, repetitive motions, substantial movements (motions) of the wrists, hands, and/or fingers.

Work Environment