Talent.com
serp_jobs.error_messages.no_longer_accepting
Customer Service Specialist

Customer Service Specialist

Naperville Park DistrictNaperville, IL, USA
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.temporary
  • serp_jobs.filters_job_card.quick_apply
job_description.job_card.job_description

Overview :

Under the direct supervision of the Customer Service Manager, the Customer Service Specialist provides and models excellent customer service standards as well as performs a variety of technical, clerical, administrative, and customer service functions relating to program registration, membership sales, facility rentals, program communication, and facility service-desk duties.

Essential Duties and Responsibilities :

  • Serve as point of contact in absence of the Customer Service Manager.
  • Provide feedback regarding the performance of Customer Service Associate I and Customer Service Associate II staff to the manager.
  • Identify, coordinate and provide ongoing staff training and development opportunities with the Customer Service Manager for Customer Service Associate I and Customer Service Associate II staff.
  • When at the customer service desk at all locations, cultivate and maintain a culture that emphasizes customer service excellence.
  • Assist customers on the phone, in person, and in written form with all processes and questions providing an exceptional customer service experience and promoting Park District services and facilities.
  • Assist customers with and complete all necessary phases of activity registration, facility booking, membership sales and point of sale transactions.
  • Respond to internal customer inquiries and requests for information. Maintain open communication with all District staff members.
  • Successfully balance receipts, reconcile transactions and prepare daily bank deposits.
  • Inform participants of waitlist availability, class cancellations or changes via phone and email.
  • Assist customers with facility rentals and process application permits according to District, department and General Use Ordinance procedures.
  • Coordinate and administer the rental program, open gym program and memberships.
  • Assist with administering the fee assistance program, monitoring email, Community Event Sign scheduling, inclusion aide requests,

customer surveys and special events.

  • Ensure confidential use of customer information, including credit card transactions and household account information.
  • Develop and demonstrate expertise with all software packages, processes and procedures necessary for daily department operations. Successfully operate multiple computer software packages simultaneously in order to assist customers.
  • Comply with District financial policies. Monitor and report office supply needs with the Customer Service Manager.
  • Establish and maintain a positive working relationship with residents, customers, vendors, community partners and co-workers.
  • Act as a resource agent for community by taking initiative to seek and share information.
  • Follow and model compliance with all District, State, Federal and departmental safety and risk management, personnel, administrative policies and procedures, ordinances and regulations.
  • Maintain a proactive approach to safety and risk management. Report all accidents, incidents and unsafe conditions in a timely manner.

    • Other Duties and Responsibilities :

  • Assist with scheduling staff to ensure an adequate level of departmental coverage.
  • Assist with screening, interviewing and selecting staff as well as developing the orientation process, training materials and evaluation criteria.
  • Assist in developing, communicating, and maintaining customer service standards.
  • Assist in the development and implementation of department processes and procedures. Identify opportunities to improve operational efficiencies and formulate recommendations to improve services and department effectiveness.
  • Assist with the supervision of the Fort Hill Activity Center operations while scheduled at the facility.
  • Respond to all customer comments and inquiries in a timely fashion.
  • Respond appropriately to safety and emergency situations.
  • Formulate and recommend policies and programs that guide the district in maintaining and improving its image, competitive position, service levels and profitability.

    • Knowledge, Skills, and Abilities :

  • Excellent verbal and written communication skills.
  • Strong problem-solving and critical thinking skills.
  • Extensive customer service and public relations skills.
  • Knowledge of training development and delivery methods.
  • Ability to professionally attend to the needs of customers. Address complaints and problem solve as needed.
  • Capacity to make decisions objectively based on customer service and fiscal constraint.
  • Handle confidential situations in a professional manner.
  • Ability to work with a diverse population and large spectrum of demographics.
  • Ability to organize, gather and retain a large volume of information for use in assisting internal and external customers.
  • Acquire excellent knowledge of all internal departments.
  • Attention to detail and accuracy.
  • Display initiative and independent thinking skills.
  • Strong computer skills - data entry, Microsoft Office (Word and Excel), registration software and Internet.
  • Ability to multi-task and be an effective team member in a fast-paced environment

    • Education and Experience :

  • High school diploma. Some advanced education preferred. Minimum two (2) years customer service experience in recreation, hospitality, or related field.
  • Experience with operating point of sale transactions.
  • Previous experience with recreation registration software preferred.
  • Valid Driver's license and the ability to arrive to work at any customer service desk in multiple facilities on time and to change facilities throughout the day on occasion.
  • Must attend all required park district trainings and understand the concepts presented as they apply to the responsibilities of the position.

    • Special Considerations :

  • Subject to a flexible schedule including evenings, weekends, and holidays.
  • Subject to work at and travel to any of the park district customer service locations.
  • Subject to inside environmental conditions.
  • Sustained posture in a seated or standing position for prolonged periods of time.
  • Continuous exposure to computer screens.
  • Frequent operation of various office equipment.
  • Occasionally lift, carry and move light weight objects (up to 20 lbs.).
  • Face to face interactions with internal and external customers and co-workers are essential for this position. It is expected that this position report to their workspace / office as scheduled. Exceptions may be made on a case by case basis for this position to work remotely for a short period of time on a temporary basis.

    • Benefits

    Full Salary Range : $23.16 - $34.74

    To be considered for this position, interested individuals must complete the online application accessible at

  • Materials submitted through mail, email, or fax will not be considered.
    • serp_jobs.job_alerts.create_a_job

    Customer Service Specialist • Naperville, IL, USA