Park Customer Service Specialist

Overview

At Orange County Government, we are proud to serve the public with integrity, honesty, fairness, and professionalism. We develop innovative policies and services that impact Central Florida and shape the future of our community. We believe in hiring the very best. Our workplace experience sets us apart and makes us a great place to work. Our goal is to create an environment of exceptional organizational values, customer service standards, and employee satisfaction.

Orange County Government is committed to providing equal opportunity in employment and services to all individuals.

Performs customer service and cashiering work in recreation centers, parks, or campgrounds and acts as the first point of contact to all patrons entering the facility. Performs basic clerical duties such as filing and archiving documents, data entry, and maintaining office supply inventory. Assists park patrons with excellent customer service to include rental requests, customer account confirmation and updates, checking in registered campers, communicating with Risk Management for facility rental approvals, receiving customer concerns and ensuring follow up.

Work requires independent judgment within established guidelines and is performed under the general supervision of a designated supervisor, who evaluates performance based on accuracy and achievement of desired results in providing customer service.

This is an on-site position and not eligible for remote work

• Provide exceptional, professional, and solution-oriented customer service to internal and external customers through phone, email, and in-person interactions.
• Schedule and coordinate facility reservations, rentals, and special event bookings using the proprietary Parks software.
• Process program and activity enrollments, membership sales and renewals, and customer account updates while verifying eligibility and required documentation for applicable discounts.
• Serve as a liaison between customers and site staff to ensure accurate scheduling, communication, and coordination of reservations and activities.
• Maintain an expert-level understanding of the department's reservation and management software system to ensure accurate processing and data integrity.
• Resolve customer concerns and discrepancies related to contracts, reservations, enrollments, memberships, invoicing, scheduling, and online account access.
• Process payments, refunds, invoices, and related documentation in accordance with departmental procedures.
• Communicate important reservation updates, scheduling changes, and facility information to customers and staff in a timely manner.
• Prioritize multiple assignments and customer requests while meeting deadlines and maintaining a high level of accuracy.
• Review and audit transactions, payments, discounts and supporting documentation for accuracy and compliance with departmental policies and procedures.
• Perform other administrative and operational support duties as assigned.

High school graduate or equivalent and one (1) year of customer service experience.

Must prove proficiency with proprietary Parks software within five (5) months from date of hire.

• Experience handling high call volumes and multitasking in a fast-paced, customer service or call center environment
• Detail-oriented with strong organizational and time management skills
• Ability to explain policies, procedures, and payment requirements clearly to customers
• Experience with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and Share Point
• Experience with Rec Trac or similar cloud-based recreation management software
• Bilingual skills are a plus

Open…