Customer Services Administrative Coordinator*

Madison, City of (WI); Madison (WI); On-site; USD 60,000 - 85,000; Full time

Job summary

The Madison, City of (WI) is seeking a Parks Program Coordinator to supervise the Customer Services & Community Events staff within Madison Parks Community Services. The role oversees shelter and athletic reservations, permits, contracts, and fee modifications, and provides confidential admin support to Parks management.

The position requires program knowledge, independent decision-making, and policy development with cross-department collaboration.

Qualifications

• Two years of experience in customer service policies and parks/admin operations.
• Knowledge of registration, facility reservations, and customer account management.
• Familiarity with RecTrac and Microsoft 365.
• Understanding of ordinances, policies, and regulatory requirements.

Responsibilities

• Post positions via Neogov, conduct interviews, hire, administer discipline, handle grievances, and perform annual reviews.
• Provide direct supervision of the customer service staff in Community Services.
• Manage reservations for shelters, athletics, and events; coordinate revenue deposits and payment plans.
• Oversee contract routing, open records workflows, and division-wide customer service standards.
• Develop training, surveys, and performance metrics for continuous improvement.
• Coordinate cross-divisional communication between Operations, Planning, and Customer Services.

Skills

Leadership

Customer service

Organizational skills

Cross-department collaboration

Education

Bachelor's degree in Public Administration, Business Administration, Recreation Management, Parks Management or closely related field

Job description

This is a responsible supervisory and administrative position directing programs and coordinating the Customer Services & Community Events staff within Madison Parks Community Services. The position oversees all aspects of customer service operations including in-person, telephone, and email assistance for shelter and athletic reservations, permits, contracts, and fee modifications. The role also serves as a confidential administrative support resource to the Park and Street Use Supervisor and Parks management team. Work at this level requires specialized and in-depth program knowledge, independent decision-making and justification, and responsibility for policy and procedure development, implementation, and communication across the division.

Skills needed for this position include:

• Strong organizational, multi-tasking, and attention-to-detail skills.
• Excellent customer service and communication skills with a commitment to serving a diverse patron population.
• Strong leadership skills with the ability to supervise, train, support, and guide staff.
• Ability to collaborate effectively with staff across departments, vendors, and external partners.

Work Hours: Monday through Friday, 8:00 AM to 4:30 PM.

Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

Perform Division-Wide Administrative Coordination, Systems Management, and Supervisory Duties

• Post positions via Neogov, conduct interviews, hire, administer discipline, handle grievances, assign training, approve payroll, and complete annual reviews.
• Provide direct supervision of the customer service staff of the Community Services section.
• Assign, prioritize, and control workflow of staff to ensure effective reservations for shelter, athletic, and special event.
• Serve as Parks Division liaison with Information Technology ; primary authorized IT contact for staff technology support and software implementation.
• Serve as primary Division administrator for contract routing.
• Coordinate and oversee the division's Open Records request workflow.
• Serve as division-wide customer service trainer; develop and maintain division-wide customer service standards, training curriculum, and performance expectations.
• Develop and administer customer service surveys and performance metrics; analyze results and recommend improvements.
• Serve as liaison between the Operations, Planning, and Customer Services units on cross-divisional coordination and communication.
• Manage Lakeside Community Room reservations, fees, and use policies.

Coordinate and Administer Park’s Shelter, Athletic, and Special Event Reservations and Point of Sale Revenue

• Coordinate and supervise the preparation of revenue deposits for shelter, athletic reservations, and special events, including online and credit card transactions.
• Develop and recommend annual fee schedules for shelter reservations, athletic reservations, and Friends group agreements.
• Resolve reservation and registration conflicts; review and approve exceptions to standard reservation requests.
• Administer labor/damage charges and negotiate payment plans when necessary.
• Develop and maintain office systems, operating policies, and Standard Operating Procedures (SOPs); identify problems and implement needed improvements.
• Review and update section’s webpages, application materials, instructions, and procedures on a regular basis to ensure information is accurate and up to date.
• Serve as primary administrator of RecTrac scheduling/reservation software and Accela permitting software.

Coordinate and Administer Parks Division Permits, Mooring, Watercraft, and Storage Agreements

• Assign, prioritize, and control workflow for all permits, mooring/watercraft agreements, and division storage agreements (e.g., cross country ski, dog park, lake access, and disc golf permits).
• Maintain accurate and complete records for all permit, mooring, watercraft, and storage agreement programs.
• Serve as primary administrator for all permitting software; produce statistical and narrative reports; identify, recommend, and implement policy changes and improvements.
• Administer division storage agreements, including tracking renewals, terms, and fee compliance.

Coordinate and Administer Parks Division Subcommittees and Board of Park Commissioners (BPC) Support

• Make work assignments for staff to ensure an effective and efficient legislative, committee and commission support program; coordinate staff attendance at subcommittee meetings; provide direct BPC support as needed.
• Act as primary Division administrator of legislative tracking software.
• Oversee assembly, review, publishing, and distribution of agendas and attachments and meeting minutes.

Perform other related duties as needed or assigned.

• Two (2) years of experience applying the following:
  • Customer service policies and procedures;
  • Principles and practices of parks and recreation administrative operations, including program registration, facility reservations, and customer account management;
  • Principles and practices of recordkeeping and documentation;
  • Computer software applicable to the duties of the position, including RecTrac and Microsoft 365;
  • Applicable ordinances, policies, and regulatory requirements; AND
• Familiarity with the following:
  • Budgeting practices;
  • Technology and tools used in an office setting, including productivity software, social media, and online databases;
  • Resources related to parks and recreation programs, services, and facilities;
  • Resources related to racial equity.

-OR-

• Bachelor's degree in Public Administration, Business Administration, Recreation Management, Parks Management or closely related field; AND
• Two (2) years of leadership principles (e.g., directing or supervising the work of other staff and/or volunteers, or training, mentoring or coaching)

Other combinations of training and experience that can be demonstrated to result in possession of the knowledge, skills, and abilities necessary to perform the duties of the position will also be considered.

The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore, successful candidates will have demonstrated ability to effectively work with multicultural communities.

classification specification

• Possession of a valid driver's license to operate City vehicles for attendance of site meetings with customers and staff.

Physical Requirements:

• Ability to lift up to 50 pounds with assistance.
• Ability to stand or sit at a computer workstation and desk for long hours.
• Ability to use standard office equipment, including computer, phone, copier, etc.

*Payroll title for this position is Parks Program Coordinator