Lead Customer Service Representative (Part-Time)

City Of Mckinney; McKinney (TX); On-site; USD 17,000 - 28,000; Full time

Job summary

The City of McKinney is seeking a Front Desk Supervisor to support and enforce facility rules and safety, with a focus on front desk operations and customer service. The role includes supervising on-duty coverage evenings and weekends and ensuring schedules, attendance, and policy adherence.

Ideal candidates will bring 2+ years of customer service experience, cash handling skills, and First Aid/CPR certification or willingness to obtain within 30 days.

Qualifications

• High school diploma or GED plus 2 years customer service experience.
• First Aid/CPR certification or ability to obtain within 30 days.
• Experience with cash handling and front desk operations is preferred.

Responsibilities

• Provide positive and enthusiastic customer service to Members, Pass holders and Guests at the front desk and during facility interactions.
• Assist with program registrations and facility bookings using front desk software.
• Promote facilities, programs and services to Members and Guests.
• Assist Supervisor with inventory control and concessions management.
• Assist Supervisor with training and hiring of customer service representatives.
• Resolve customer questions and complaints and maintain professionalism.

Skills

Customer service

Cash handling

Communication

Teamwork

Attendance reliability

Problem solving

Education

High school diploma or GED

2 years customer service experience

First Aid/CPR certification or ability to obtain within 30 days

Job description

WORKING FOR THE CITY OF MCKINNEY

Working for the City of McKinney is more than a job. It is an opportunity to make a meaningful difference in the lives of others. It is also an opportunity to have a hand in the development of one of the fastest growing communities in the nation. Proudly recognized on the Top Workplaces USA list by USA TODAY, our team is dedicated to making McKinney one of the best places to work, live, and raise a family. That’s why we exist. Join us and start making a difference today.

OUR CORE VALUES

City of McKinney employees work hard and at a very fast pace. However, we also look after and support one another. All of us are guided by four employee-generated values – Respect, Integrity, Service, and Excellence (RISE). We are also supported by servant-based leaders who foster and support a healthy, family-oriented culture. All new employees are expected to embrace and live by our core values and commit to helping us sustain our exceptional work environment as a high performance organization.

SUMMARY OF POSITION

Responsible for supporting and enforcing the rules, regulation, and safety of the entire facility, with direct focus at the front desk and in customer service. Act in a dependable manner by meeting schedules and deadlines, adhering to policies and procedures, and maintaining a good attendance record. Serve as a supervisor on duty various days and evenings throughout the week and on weekends.

GENERAL EXPECTATIONS FOR ALL EMPLOYEES

In order for us to continue to achieve our primary function of making McKinney a better place to live, work, and raise a family, we hold these expectations for all employees.

• Learn and demonstrate an understanding of how team, department, and City goals are interconnected.
• Contribute to a positive work culture.
• Maintain regular and reliable attendance.
• Ability to assess his/her work performance or the work performance of the team.
• Contribute to the development of others and/or the working unit or overall organization.
• Ability and willingness to work as part of a team, to demonstrate team skills, and to perform a fair share of team responsibilities.
• Ability to continuously learn and develop through a mix of internal and external training opportunities, and if applicable, encourage subordinates to do the same.

ESSENTIAL JOB DUTIES AND RESPONSITILIBIES

• Providespositive and enthusiastic customer service to all Membership, Pass holders and Guests through compliance with the proper City of McKinney phone etiquette by greeting members by name, exceeding their expectations with service, saying goodbye and inviting them back again the next day.
• Assists Members and Guests with program registrations and facility bookings for facility programs and services in accordance with front desk software.
• Promotes all facilities, programs and services when in contact with Members and/or Guests.
• Assists Supervisor with inventory control and concessions management.
• Assists Supervisor with training and hiring of customer service representatives.
• Resolves customer questions and complaints

• Conducts oneself at all times in a manner of professionalism that aligns with the values, philosophies and standards of the City of McKinney.

• Serves as a supervisor on duty various days and evenings throughout the week and on weekends.

• Attends all scheduled employee meetings.

• Adheres to all written mandatory standards of operation, policies, procedures, manuals, memos, and oral instructions, etc.
• Arrives to work every day, on time as scheduled.
• Exercises good interpersonal skills by gladly assisting others to accomplish the work of the organization, even if it is outside the scope of regular duties. Respond to people, staff and the public in a tactful, professional and pleasant manner.

OTHER JOB FUNCTIONS

• Performs other duties as assigned or directed.

KNOWLEDGE, SKILLS, ABILITIES, AND BEHAVIORS

• Ability to embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
• Ability to communicate effectively with peers, supervisors, subordinates, and people to whom service is provided.
• Ability to produce desired work outcomes, including quality, quantity, and timeliness.
• Ability to plan and organize work, time, and resources, and if applicable, that of subordinates.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates and customers with respect.
• Ability to carry out detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Build professional relationships with internal staff and customers.
• Offer flexibility and adaptability, especially during times of change.
• Communicate effectively both orally and in writing.

MINIMUM QUALIFICATIONS

High school diploma or GED equivalent supplemented by 2 years customer service experience. Must have experience with cash handling, managing a register, basic computer, phone and office applications.

First Aid/CPR certification or ability to obtain within 30 days of hire.

Any work related experience resulting in acceptable proficiency levels in the below Minimum Qualifications may be an acceptable substitute.

CONDITIONS OF EMPLOYMENT

• Must pass a drug screen and background check.
• Must be at least eighteen (18) years of age.

PHYSICAL

DEMANDS

Regularly required to sit, stand, walk and reach with hands and arms. Must be able to see, speak, and hear. Regularly required to lift and/or move up to 25 pounds and occasionally required to lift and/or move up to 50 pounds. Employees will stand and walk for extended periods of time.

WORK ENVIRONMENT

The indoor environment provides for a safe and healthy work environment and is smoke and drug free. Occasionally, it may be wet and humid, as well as moderately loud. The outdoor work environment may result in exposure to extreme weather conditions such as heat, cold and humidity. Regularly required to sit, stand, walk and reach with hands and arms. Must be able to see, speak and hear. Regularly required to lift and/or move up to 25 pounds and occasionally required to lift and/or move up to 50 pounds.

The above statements describe the general nature and level of work being performed as of the date of preparation and approval. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. The job description does not constitute an employment agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

The City of McKinney is an equal opportunity employer (EOE) committed to an alcohol / drug free workplace and to providing equal opportunities regardless of age, race, color, gender, religion, national origin, marital status, veteran status, disability, or any other legally protected status.