Customer Service Associate - Leddy Arena

This position is responsible for the coordination of facility operations via engagement of arena patrons, staff and the public as well as providing Customer Service to the for the Parks, Recreation and Waterfront Department. Exercise independent judgment in coordinating daily arena operations. In addition, this position is responsible for overseeing reception, facility financial and administrative services at Leddy Park Arena and to internal staff, plus support to the Waterfront Division This position is the Civic Rec software specialist for the department.

Union Affiliation: American Federation of State County and Municipal Employees (AFSCME)

Pay Grade 14: $28.08 - 31.28 Hourly

Remote Tier 1: Zero (0) days remote/month

• Collect, enter and maintain data in multiple systems according to City protocol. This includes, but is not limited to recreation facility reservations and program registration information, customer demographics, reports, payment details, reservation needs and special accommodations required.

• Maintain program registration database, cancelling and updating programs and program registrations, processing refunds and program change requests.
• Respond to public inquiries, requests for facility reservations and complaints regarding Parks, Recreation and Waterfront and other City services in a professional, timely and friendly manner. Refer more complex questions, complaints and concerns to Supervisor, other appropriate personnel or City department in a professional, timely and friendly manner.
• Serve as department point person and administrator for Civic Rec reservation software, including system configuration, troubleshooting, reporting, staff training, workflow implementation, and coordination with software vendors and IT support.
• Communicate directly with patrons and the public via phone calls, emails and in person about Department programs and initiatives, and educate patrons and the public regarding Department processes and perspectives.
• Communicate directly with staff, volunteers, community partners and the public as required.
• Provide administrative support to Urban Park Ranger program staff. Receive and process payments for all programs including but not limited to cash, checks, credit card payments, etc.
• Reconcile and report payment information to Clerk/Treasurer’s Office through appropriate software for assigned program areas.
• Administer and bill accounts receivable for reservations.
• Administer and deliver arena invoices to accounts payable and generate purchase orders as needed.
• Coordinate with Arena patron groups to provide adequate ice reservations for their individual organizational needs while maintaining relationships with these organizations and balancing user needs and requests in a fair and equitable manner aligned with arena policy.
• Work with management to ensure staffing coverage and operational continuity for arena programming, events, and public operations
• Facilitate Pa Maintain effective, professional, and positive working relationships with all users of the facility.
• Manage facility schedule.
• Generate and maintain seasonal employee staffing schedule to ensure appropriate coverage for Arena activities and events.
• Indirect supervision of seasonal arena staff, including support with recruitment, onboarding, training, scheduling, and operational direction
• Provide individual ice schedules for Arena customers.
• Prepare fiscal year end reports for Clerk/Treasurer’s Office documenting prepaid revenues, Pro Shop inventory, and other reports as needed.
• Enter service requests into VUEWorks, as requested by department staff and members of the public.
• Carry out trouble shooting for all office equipment, including computers, or contact appropriate vendor for timely repairs.
• Maintain…