Customer Services Administrative Coordinator

This is a responsible supervisory and administrative position directing programs and coordinating the Customer Services & Community Events staff within Madison Parks Community Services. The position oversees all aspects of customer service operations including in-person, telephone, and email assistance for shelter and athletic reservations, permits, contracts, and fee modifications. The role also serves as a confidential administrative support resource to the Park and Street Use Supervisor and Parks management team.

Work at this level requires specialized and in-depth program knowledge, independent decision-making and justification, and responsibility for policy and procedure development, implementation, and communication across the division.

• Strong organizational, multi-tasking, and attention-to-detail skills.
• Excellent customer service and communication skills with a commitment to serving a diverse patron population.
• Strong leadership skills with the ability to supervise, train, support, and guide staff.
• Ability to collaborate effectively with staff across departments, vendors, and external partners.

Monday through Friday, 8:00 AM to 4:30 PM.

Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

• Post positions via Neogov, conduct interviews, hire, administer discipline, handle grievances, assign training, approve payroll, and complete annual reviews.
• Provide direct supervision of the customer service staff of the Community Services section.
• Assign, prioritize, and control workflow of staff to ensure effective reservations for shelter, athletic, and special event.
• Serve as Parks Division liaison with Information Technology ; primary authorized IT contact for staff technology support and software implementation.
• Serve as primary Division administrator for contract routing.
• Coordinate and oversee the division's Open Records request workflow.
• Serve as division-wide customer service trainer; develop and maintain division-wide customer service standards, training curriculum, and performance expectations.
• Develop and administer customer service surveys and performance metrics; analyze results and recommend improvements.
• Serve as liaison between the Operations, Planning, and Customer Services units on cross-divisional coordination and communication.
• Manage Lakeside Community Room reservations, fees, and use policies.

• Coordinate and supervise the preparation of revenue deposits for shelter, athletic reservations, and special events, including online and credit card transactions.
• Develop and recommend annual fee schedules for shelter reservations, athletic reservations, and Friends group agreements.
• Resolve reservation and registration conflicts; review and approve exceptions to standard reservation requests.
• Administer labor/damage charges and negotiate payment plans when necessary.
• Develop and maintain office systems, operating policies, and Standard Operating Procedures (SOPs);…