Customer Service Specialist I

Customer Service Specialist- I

This position is responsible for providing customer service, administrative support, as well as maintaining equipment and supplies, in addition to providing services, information, and assistance to the public. Provides facility oversight/management and leadership of facility staff when on duty. Performs intermediate administrative support work through a variety of office assistance and administrative tasks; does related work as required that has been previously approved or directed by supervisor.

Customer Service Specialist, Level I duties include, but are not limited to:

• Provide friendly, helpful customer service to patrons and staff. Operate a multi-line phone system, courteously answering and screening incoming calls, and directing them to the appropriate staff or department based on the caller's needs. Provides tours of facility and explanation of programs and services. Maintain clear communication with staff, patrons, and leadership to address issues or concerns promptly.
• Assist with facility supervision. Control facility traffic. Monitors all people accessing facility, in particular those utilizing the upstairs space. Provide explanation of facility rules.
• Conduct sales transactions. Operate a point-of-sale system (recreation management software program). Reconcile cash drawers.
• Ensures efficient and effective use of Town equipment and property in accordance with all applicable policies and procedures. Assists as needed to accomplish a variety of reporting requirements.
• Assists with room set up and tear down for rentals and internal programs and events. Assists with departmental events and the yearly shutdown, as needed. Assists as needed under the instruction of the Facility Operations Manager or Manager on Duty as needed.

Manager on Duty, Level II, in addition to Level I duties include, but are not limited to:

• Provide high-level customer service by addressing and resolving patron concerns, ensuring a welcoming environment, and supporting front-line staff in delivering quality service. Act as the point of contact for escalated issues, facility inquiries, and conflict resolution.
• Oversee the facility and front desk to manage day-to-day operations, primarily when administrative staff are not present. Perform general supervision of facility patrons.
• Oversees cash handling procedure to ensure accurate collection, recording and storage of all payments received during the shift. Reviews and signs off on end of shift financial reports. Ensures compliance with Town policies and internal controls related to cash management. Coordinates with Operations and Contract Technician to resolve any discrepancies or issues.
• Use automated systems to create and process reports and assist with clerical and administrative duties as requested or assigned by supervisor. Assists in training and overseeing assigned staff.

Additional Tasks:
Oversees and performs light facility maintenance tasks such as room set up and tear down for rentals and programs. May be asked to assist as needed under the instruction of the Facility Operations Manager or other member of administrative team, such as lifting or moving equipment and supplies over 50 pounds and facility maintenance tasks beyond light duty.

Requirements

Education & Experience

Customer Service Specialist I
- Minimum of six (6) months of related work experience in customer service, preferred if during recreational or educational activities

Manager on Duty II
- Minimum of one (1) year customer service experience. Previous supervisory, cash handling and building operations experience preferred

Success Framework

• Knowledge of general office administrative practices.
• Knowledge of principals of governmental organization and administration.
• Ability to effectively communicate and interact with supervisors, members of the general public, employees, Town Officials and others involved in performance of job duties; ability to assemble reports in a concise, clear and effective manner.
• Ability to use independent judgement and work with little direct supervision.
• Ability to operate a computer, and other office equipment needed to perform job duties, proficiency in…