Customer Service Lead (Part-Time)

City of Pflugerville; Pflugerville (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

City of Pflugerville seeks a Customer Service Lead to supervise shift operations at Monarch Recreation Center. You will guide front-line staff, ensure accurate transactions, and maintain high guest satisfaction during assigned shifts.

Responsibilities include overseeing check-ins, registrations, and member inquiries; coaching staff; resolving escalations; and maintaining cash handling accuracy. CPR/First Aid certifications are preferred or obtainable within 6 months.

Qualifications

• Must be at least 16 years old and enrolled in high school or have completed high school/GED.
• Experience in customer service and POS systems.
• CPR and Standard First Aid certifications, or ability to obtain within 6 months of hire date.

Responsibilities

• Oversee daily check-in, member inquiries, phone support, POS transactions, and registrations.
• Direct and coach staff; ensure break coverage and readiness of workstations.
• Handle escalated questions, membership errors, and account adjustments per guidelines.
• Review cash drawers, support reconciliation, and ensure proper cash handling procedures.
• Coordinate with the Customer Service Coordinator and Membership Supervisor to provide updates and support front-of-house needs.
• Assist with onboarding, shadowing, and reinforcement of policies and service standards.
• Remain accessible via cell phone to address issues or emergencies during shifts.
• Other duties, as assigned.

Skills

Customer service leadership

Conflict resolution

Communication

Staff training

Cash handling

POS systems

Multitasking

Guest experience

Teamwork

Education

High school diploma or GED

CPR certification

First Aid certification

Tools

Registration software

Membership systems

Job description

The Customer Service Lead provides shift-level supervision, guidance, and operational support to the Customer Service Team Members at the Monarch Recreation Center. This role ensures high-quality customer service, accurate financial transactions, and consistent front-line operations and serves as the primary point-of-contact for patrons and staff during assigned shifts. The Lead assists with issue resolution, membership processing, and maintaining facility standards.

• Assists in overseeing daily check-in, membership inquiries, phone support, point-of-sale transactions, and program registrations. Provides direction to Customer Service Team Members to ensure smooth and efficient operations.
• Assigns tasks, monitors performance, ensures adherence to service standards, and provides coaching during shifts. Ensures appropriate break coverage, task completion, and readiness of workstations.
• Handles escalated customer questions, membership errors, complaints, and account adjustments within approved guidelines. Communicates unresolved issues to the Customer Service Coordinator.
• Reviews shift cash drawers, supports reconciliation, audits transactions for accuracy, and ensures that staff follow proper financial handling procedures.
• Coordinates with the Customer Service Coordinator and Membership Supervisor to provide updates, report issues, and support front of house operational needs.
• Assists with onboarding, shadowing, and reinforcement of policies, service expectations, and operational standards.
• Remains accessible via cell phone to address job-related issues or emergencies using City applications.
• Other duties, as assigned.

Formal Education:

Must be at least 16 years of age and currently enrolled in high school or have completed high school/GED.

Relatable Work Experience:

Experience with customer service and point of sale (POS) systems.

Training, Licenses, and Certifications:

Adult and Child CPR, and Standard First Aid certification, or the ability to obtainwithin6months of hire date.

Preferred Qualifications:

Previous lead or shift-supervisor experience highly preferred. Experience in recreation or fitness center operations. Experience Training or coaching staff.

Disclaimer: Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order tomeetthem minimumrequirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.

Knowledge, Skills and Abilities:

• Knowledge of customer service principles and recreation center operations.
• Knowledge of POS systems, registration software, and membership processes.
• Skills in conflict resolution, communication, and shift-level leadership.
• Ability to multitask in a fast-paced environment with high customer volume.
• Ability to train and guide staff.
• Ability to perform accurate cash-handling and account adjustments.
• Ability to maintain professionalism and provide excellent guest experience.
• Ability to work a flexible schedule, including evenings and weekends.
• Ability to communicate clearly and effectively.
• Ability to work independently and as part of a team.
• Frequent standing and walking for extended periods.
• Occasional lifting up to 30 lbs. (supplies, materials, storage items).
• Regular talking, listening, and visual focus for computer/phone tasks.
• Loud environments in lobby/facility areas.
• Occasional exposure to cleaning chemicals.
• High-volume interactions with upset or frustrated patrons.