Customer Experience Associate - Ice Facilities

Title Customer Experience Associate

Department Customer Experience

Status Seasonal

Work Location Carlson Ice Arena

Reports To Customer Experience Supervisor

Wage $17/hour

Position Description

Provides exceptional service and assistance to customers of the Rockford Park District Ice Facilities. Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.

Essential Functions

Customer Service

• Courteously, knowledgeably and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.
• Registers customers for Park District programs, processes facility and shelter rentals, sells admissions tickets and passes.
• Maintains a good understanding of Rockford Park District policies especially regarding refunds, registration, etc.
• Follows Rockford Park District cash control procedures.
• Processes fee assistance requests and payment plan authorizations.
• Monitors and responds to Rockford Park District general e‑mail and voicemail requests.
• Operates office equipment, managing phone systems, voice mail, recorded information lines, fax machines, and copy machines effectively.
• Maintains a good understanding of the Park District programs and facilities – what is happening in every department and at each facility.
• Maintains knowledge of the Rockford area and the populations served by the Rockford Park District.
• Treats customer complaints and concerns with the utmost attention and enters into the appropriate software.
• Familiar with specific programming, personnel, and activities related to the location assigned.
• Utilize the Rockford Park District's HRIS system for all HR and payroll‑related requirements and to accurately clock in and out for all shifts.

Facility Responsibilities

• Assists with opening and closing the office for the day.
• Updates and maintains building schedules.
• Provides assistance with basic janitorial tasks such as trash disposal, table cleaning, and vacuuming when necessary.
• Assists Program Operations as needed (set up for events, court activities, Facility meeting rooms).
• Assists with special event coordination and transactions as requested.

Requirements

Education/Experience

High School Diploma or GED Equivalent. Some customer service experience preferred.

Critical Skills, Knowledge, And Abilities

• Must be 18 years old
• Good communication skills – written, oral, and interpersonal
• Good customer service and computer skills
• Keyboarding and some familiarity with database systems
• Must possess good organizational skills and be able to pay attention to detail
• Commitment to follow procedures exactly and in the correct order
• Must be available to work between the hours of 5:00 AM - 11:00 PM, 7 days a week. Hours will vary based on facility need at both Ice Facilities.
• Must be available seasonally up to 20+ hours per week
• First Aid, CPR, and AED training (can be obtained through the Rockford Park District)

Physical Requirements

Light To Medium Work

• Exerting in excess of 30 pounds of force occasionally
• Exerting in excess of 15 pounds of force frequently
• Exerting in excess of 10 pounds of force constantly to move objects.
• Must be able to perform moderately physically intensive tasks, potentially including any combination of the following: climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, lifting, grasping, feeling, talking, repetitive motions, substantial movements of the wrists, hands, and/or fingers.

Work Environment

• This position is primarily stationed indoors.
• Ability to work under stressful conditions, and problem solve.

Summary

Provides exceptional service and assistance to customers of the Rockford Park District Ice Facilities. Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.