Customer Experience Coordinator

Customer Experience Coordinator

Park Fitness - Highland Park, IL

Salary Range $24.32 - $27.00 Hourly Level Entry Position Type Full Time Education Level High School / GED Category Customer Service

Job Summary Responsible for the administrative oversight of Districtwide registration, the customer experience, and frontline fitness membership services at Park Fitness. To create a first-stop experience using values of the Park District of Highland Park which are to provide welcoming, caring, and extraordinary experiences to our community. The employee should possess good interpersonal skills and be comfortable working independently. Supervisory Responsibilities This job has no supervisory responsibilities.

Essential

Job Duties
• Provide an exceptional customer experience; responsible for the execution of Park District customer experience initiatives; follow greeting standards and maintain knowledge of Park District programs and services to provide accurate information.
• Greet customers in a friendly and welcoming manner when entering and exiting the building as well as during all customer interactions.
• Answer and respond to customer and staff inquiries using multiple communication channels.
• Listen to concerns and respond with facts, while maintaining a positive and professional approach.
• Communicate all complaints or concerns to the appropriate Manager.
• Conduct monetary transactions and process all sale transactions.
• Organize, implement, and maintain registration operations at Park Fitness, including accurate and timely data processing and entry and report development.
• Check in members and guests and process day fees as needed.
• Assist members with processing membership transactions, including temporary membership holds, amendments, transfers, and cancellations.
• Assist Fitness and Aquatics desks with processing punch passes and training/lesson packages.
• Assist with processing customer refund requests in accordance with District policies and procedures.
• If scheduled to open, count and verify cash drawers at start of shift.
• If scheduled to close, complete daily close-out of Park Fitness POS systems. Assist with online registration accuracy, including account creation and duplicate account management.
• Assist membership services team with collecting and updating payment information.
• Primary Manager on Duty in the absence of a supervisor.
• Responsible for facility operations in the absence of management staff (typically early mornings, evenings and weekends).
• Properly administers the policies and procedures for opening and closing Park Fitness and providing building support as needed.
• During opening and closing shifts, perform walk through of building, check to ensure the facility is in good order for the day.
• Responds appropriately to participant and facility emergencies, including the completion of accident reports in a thorough, accurate and timely manner.
• Initiate Emergency Operations Plan when needed.
• Work schedule may vary based on facility operations and program needs.
• As needed, advise registrants of closed, waitlisted, or cancelled classes by phone or email.
• Assist Districtwide Customer Experience Manager and Marketing Team with seasonal program proofing process.
• Responsible for neatness, accuracy and balancing of all work processed.
• Work closely with and train Park District staff in skills pertaining to registration procedures and registration software.
• May be assigned to work at other Park District facility registration desks to provide customer experience and registration coverage as required.
• Performs other duties as assigned.

Education and Experience High school diploma or equivalent required; must possess at least one (1) year of customer service experience; or equivalent combination of education and experience. Must have the ability to communicate effectively verbally and in writing and have strong organizational skills. Experience in registration software and membership services is preferred. Bilingual is English and Spanish is preferred but not required.

Required Skills/Abilities Attention to detail and…