Customer Service Associate

Naperville Park District; Naperville (IL); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Hiring rate: $17.50/hr

Job summary

Naperville Park District is seeking a Customer Service Associate I to assist customers with membership sales, activity registrations, and facility services at our Naperville facilities. You will respond to inquiries in person, by phone, and in writing, helping maintain a welcoming environment.

Under supervision, you will handle payments, balance receipts, process registrations, rentals, and deposits, while following safety, privacy, and district procedures.

Qualifications

• Excellent telephone technique and high-volume handling.
• Excellent written and verbal communication skills.
• Ability to professionally attend to customer needs and resolve concerns.
• Maintain confidentiality of customer information, including payments.
• Strong command of English grammar and vocabulary.
• Ability to work with diverse populations and gather information for internal/external customers.
• Strong math skills for reconciliations and deposits.

Responsibilities

• Assist customers by phone, in person, and in writing with membership sales and registrations.
• Operate multiple software packages to assist customers.
• Balance receipts and prepare daily deposits.
• Inform participants of waitlists, cancellations, or changes by phone or email.
• Process facility rentals, permits, and related payments according to procedures.
• Maintain positive relationships with residents, customers, vendors, and staff.
• Follow safety, risk management, and district guidelines.

Skills

Telephone etiquette

Written communication

Verbal communication

Multi-tasking

Math aptitude

Customer service focus

Tools

POS systems

Job description

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:

1. 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.
2. Successfully operate multiple computer software packages simultaneously in order to assist customers.
3. Ensure confidential use of customer information, including credit card transactions and household account information.
4. Assist customers with and complete all necessary phases of activity registration, facility booking, membership sales and point of sale transactions.
5. Successfully balance receipts, reconcile transactions and prepare daily bank deposits.
6. Inform participants of waitlist availability, class cancellations or changes via phone and email.
7. Assist customers with facility rentals and process application permits according to District, department and General Use Ordinance procedures.
8. Establish and maintain a positive working relationship with residents, customers, vendors, community partners and co-workers.
9. Comply with District financial policies. Communicate budgetary requests to supervisor.
10. Act as a resource agent for community by taking initiative to seek and share information.
11. Follow and model compliance with all District, State, Federal and departmental safety and risk management, personnel, administrative policies and procedures, ordinances and regulations.
12. 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.

Benefits

Hiring Rate: $17.50/hr