Facility and Customer Care Specialist

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.

• Provide exceptional customer service by greeting visitors, answering phone and in-person inquiries, and distributing resource materials.
• Manage building scheduling within the Rec Trac 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.

• 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 Rec Trac/Web Trac, registrations, check-ins, payment processing, and meal distribution documentation.

• Execute marketing via social media platforms (Facebook, Snapchat, Tik Tok), 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.

• 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.

• 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.

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
• Van training within six months.
• CPR and First Aid within one year of employment.

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

• 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…