Facility and Customer Care Specialist (FT)

City of Brooklyn Park; Brooklyn Park (MN); On-site; USD 45,000 - 70,000; Full time

Job summary

City of Brooklyn Park is seeking a Facility and Customer Care Specialist to deliver hands-on customer service at the Welcome Desk of the Zanewood Recreation Center. You will support youth, families, and the community, ensuring safe daily operations and supervising seasonal staff.

Responsibilities include coordinating rentals, managing calendars, and maintaining manuals, with collaboration across leadership teams and partnerships with local schools and city departments.

Qualifications

• Associate degree in parks and recreation, communications, youth services, social services, or related field.
• Three (3) years of experience in an office environment, business, public administration or closely related field.
• Valid driver's license; CPR/First Aid training within one year.

Responsibilities

• Greet visitors and provide exceptional customer service at the Welcome Desk.
• Manage building scheduling in RecTrac and coordinate program spaces.
• Oversee rental process, contracts, and supervision for external events.
• Recruit, hire, and train seasonal Welcome Team staff and manage payroll.
• Coordinate with Maintenance for space setup and cleaning.
• Develop and maintain facility and operation manuals.

Skills

Customer service

Team leadership

Communication

Training

Scheduling

Budget awareness

Education

Associate degree (parks and recreation / communications / youth services / social services)

Tools

RecTrac/WebTrac

Microsoft Office

Job description

The Facility and Customer Care Specialist is responsible for providing hands-on customer service and administrative support at the Welcome Desk in the Zanewood Recreation Center. This role supports the needs of youth, families, and the broader community by delivering exceptional customer service and ensuring safe and efficient daily operations.

This position provides supervision to seasonal staff. This includes recruitment, interviewing, hiring, and providing training to seasonal staff to complete their job duties.

Welcome Team & Facility Operations

• Provide exceptional customer service by greeting visitors, answering phone and in-person inquiries, and distributing resource materials.
• Manage building scheduling within the RecTrac system, approving and organizing all program spaces alongside the Full-Time Specialist leadership team.
• Oversee the rental process for facility spaces, marketing to new clients, processing contracts, and arranging building supervision for external events.
• Coordinate with Lead Maintenance staff to ensure rental spaces are set up, operational, and cleaned up efficiently.
• Maintain the Facility and Operation manual in partnership with the Recreation Program Supervisor, Facility & Field Manager, and Youth Services Manager.
• Procure and maintain inventory for all welcome desk and customer care supply needs.

Team Leadership & Staff Management

• Recruit, hire, and train seasonal Welcome Team staff, organizing regular operational updates and performance evaluations.
• Manage staff logistics by building schedules, resolving scheduling conflicts, and approving seasonal payroll.
• Train seasonal staff on core workflows, including RecTrac/WebTrac, registrations, check-ins, payment processing, and meal distribution documentation.

Marketing, Social Media & Community Engagement

• Execute marketing via social media platforms (Facebook, Snapchat, TikTok), digital flyers, and electronic message boards to promote programs, field trips, and events.
• Foster positive relationships with the young people, families, and community members who attend the recreation center.
• Distribute customer feedback surveys and maintain a monthly program and facility space calendar to keep the community informed.

Programming

• Assist with the development and planning of recreation events, programs, classes, seminars, and field trips.
• Evaluate current offerings to identify community needs, modifying existing programs or creating new initiatives to better serve participants.
• Support daily center activities by checking in youth, directing visitors to appropriate rooms, assisting user groups, and helping program staff.

Safety, Partnerships & Administration

• Ensure the safety and security of the recreation center, gymnasium, and campus by monitoring visitor activities, responding to emergencies, and handling building lockups.
• Maintain partnerships with the Osseo Area School District and municipal management regarding permits, joint powers agreements, meals, and custodial needs.
• Perform general administrative support, including processing accurate department reports, conducting research, and preparing materials for city council action.
• Ensure strict data integrity and absolute confidentiality in compliance with the Data Practices Act and formal retention schedules.
• Operate within budget parameters for all designated facility, customer care, event, and programming needs.

Perform other duties as assigned.

Education

Associate degree in parks and recreation, communications, youth services, social services, or related field.

Experience

Three (3) years of experience in an office environment, business, public administration or closely related field.

Licenses/Certifications

• Valid driver's license
• Van training within six months.
• CPR and First Aid within one year of employment.

Equivalency

An equivalent combination of education and experience closely related to the duties of the position MAY be considered.

Knowledge, Skills and Abilities:

• Excellent attention to detail and ability to catch errors in work.
• Skilled in organizing, multitasking, and prioritizing work in a deadline driven environment.
• Ability to communicate effectively; establish and maintain cooperative working relationships.
• Ability to work independently.
• Ability to follow oral and written instructions.
• Knowledge of City and department policies and procedures.
• Knowledge of recreation administration principles and practices.
• Knowledge of and ability to use Microsoft Office Suite and position specific software applications.
• Knowledge of the social behavior of all age groups.
• Skill in coaching and mentoring.
• Skill in effective customer service techniques.
• Ability to recruit and supervise volunteers and instructors.
• Ability to handle difficult customer service and conflict management situations.
• Ability to plan, organize, and implement a variety of recreation programs.
• Ability to assess recreation needs of the community and to develop and implement appropriate programs and events.
• Knowledge of first aid methods and necessary safety precautions to be used in recreation work.
• Ability to organize and implement a variety of recreation events and programs.
• Ability to provide a level of customer service that meets or exceeds customer expectation and satisfaction.
• Embrace and engage in cultural shift toward Continuous Improvement.
• Proven ability and demonstrated commitment to an inclusive workplace related to racial equity, diversity, and inclusion

Desired Qualifications

• Three years or more supervisory experience, including recruiting, hiring, training staff and conducting evaluations.
• Certifications in any of the following:
  • Park and Recreation Professional (CPRP)
  • Certified Therapeutic Recreation Specialist (CTRS)
  • Certificate in festival and events management
  • CPR/AED/First Aid
  • Youth Program Quality Assessment (YPQA)
  • Trauma Informed Care/ACES training
  • Technology of Participation (TOP) Facilitation Training
• Previous experience working with diverse populations.
• Fluency in Spanish, Hmong, Russian, Somali, Lao or Vietnamese language(s).
• Experience developing and implementing multiple recreation programs.

Working Conditions:

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

• Core business hours are set by departments based on operational needs. Alternative schedules can be arranged, but must comply with the City’s Alternative Work Arrangement policy.
• Full-time, non-exempt, non-union position subject to a flexible schedule that includes a standard eight (8)-hour work day; will include daytime, evening and weekend hours, generally Monday thru Friday, may require work on some select holidays.
• Office environment and offsite environment; exposure to computer screens, working closely with others, frequent interruptions;
• Sitting or standing for prolonged periods of time, general manual dexterity, adequate hearing, vision and speech required.
• Ability to operate machines (vacuums, cricut, bubble machines, popcorn machines and etc.), operating motor vehicles, and observe general surroundings and activities.
• Work occasionally requires exposure to outdoor weather conditions.
• Must be able to lift and carry or otherwise move 26-60 pounds occasionally.

Background Check

The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.

Brooklyn Park is a thriving northwestern suburb of Minneapolis and the sixth largest city in the state with over 86,000 residents and 30,000 jobs. As the 11th fastest growing city in Minnesota, the city has become even more vibrant because of our remarkable racial and cultural diversity. Sixty-four percent of residents are people of color, 22 percent are foreign-born, and more than a quarter speak a language other than English at home.

Our Vision, Values and Goals

We welcome applications from all individuals, including (but not limited to): people of all abilities, persons of color, Veterans, LGBTQ+ and women. If you need these materials in an alternate format or if you have a disability-related need and need assistance with the application process, please contact Human Resources at either 763-493-8016 or via e‑mail at [e-mail].

Department/Division:

Recreation and Parks Department/Youth Services