Lead Customer Service Representative

Shaker; Shaker Heights, Northern (OH, KY); Hybrid; USD 38,000 - 48,000; Full time

Job summary

The City of Shaker Heights is seeking a versatile administrative specialist to support recreation services. You will assist citizens with registrations, handle inquiries by phone and email, and maintain data in the recreation software.

Responsibilities include proofreading seasonal content, updating calendars, liaising with RecDesk vendor, producing reports, and supporting staff as needed in a busy public service setting.

Qualifications

• Thorough knowledge of exceptional customer service.
• Highly skilled in the use of computers and software.
• Ability to input and maintain data; communicate effectively; problem solve quickly; work independently.

Responsibilities

• Assist citizens with the completion of registration and applications; process registrations and collect fees.
• Receive and process calls and emails; determine service needs and refer to staff.
• Answer routine questions about activities, policies and procedures.
• Check data for accuracy, completeness and conformance to standards.
• Produce written reports as needed.
• Back up staff in various business service roles.
• Perform seasonal proofreading and verify information before publishing to RecDesk.
• Liaison between the recreation software vendor and department staff; train staff on RecDesk.
• Serve as main contact for RecDesk updates and issue resolution.
• Create and update all phone messages.
• Enter and update Ice Arena online calendar.
• Process interdepartmental mail as needed; other duties as assigned.

Skills

Customer service

Data entry

Written communication

Oral communication

Problem solving

Independent work

Training staff

Education

Associates/Technical degree in business administration, parks and recreation, public administration, or related field

Tools

RecDesk

Job description

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QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS:

• Assists citizens with the completion of registration, applications, etc.; receives and processes applications and registrations for programs and services; collect receipts and accounts for funds and fees received.
• Receives and processes telephone calls and email communications; ascertains service needs; provides information or refers to appropriate staff; receives visitors and refers to proper authority for disposition.
• Answers routine questions concerning activities, programs, policies, procedures and rules governing department or activities both in person and over the phone.
• Checks and reviews a variety of data for accuracy, completeness and conformance to standards and procedures.
• Produces written reports as needed.
• Assist in a variety of other business service roles as a backup person.
• Facilitates seasonal proofreading and verifies information is accurate before publishing to recreation computer software system.
• Liaison and main contact point between recreation computer software vendor and department staff. Troubleshoots and trains staff in RecDesk software as needed; acts as main contact for RecDesk issues; shares all new information and updates with staff; verifies that all programs and content are correctly entered into RecDesk.
• In charge of creating and updating all phone messages.
• Responsible for entering and updating Ice Arena online calendar.
• Sends and receives interdepartmental mail to and from city offices as needed.
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

Thorough knowledge of the philosophies, principles and practices of exceptional customer service. Highly Skilled in the use of computers and other technological services, associated software packages, hardware, and peripheral equipment. Ability to input and maintain data; ability to communicate effectively, both orally and in writing; ability to problem solve quickly and work independently; ability to be passionate about teaching and possess dynamic characteristics of energy, assertiveness, drive, enthusiasm and fun; ability to establish and maintain effective working relationships with associates, activity participants, contractors, outside organizations, program instructors, and the general public.

EDUCATION AND EXPERIENCE

Associates/Technical degree with coursework in business administration, parks and recreation, public administration, or related field and considerable experience in administrative support and public contact work with some events or senior service experience preferred, or equivalent combination of education and experience.

SPECIAL REQUIREMENTS

Adult and Pediatric CPR Certification with American Red Cross

Valid Driver’s License in the State of Ohio

PHYSICAL REQUIREMENTS

This work requires the regular exertion of up to 10 pounds of force and occasional exertion of up to 25 pounds of force; work regularly requires using hands to finger, handle or feel, frequently requires sitting and occasionally requires standing, walking, stooping, kneeling, crouching or crawling, reaching with hands and arms, pushing or pulling and repetitive motions; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data and observing general surroundings and activities and operating motor vehicles and equipment; work occasionally requires exposure to vibration; work is generally in a moderately noisy location (e.g. business office, light traffic).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

The City of Shaker Heights does not hire individuals who use or test positive for tobacco or nicotine products.

EOE