Customer Experience Supervisor

Glenview Park District•Glenview, IL

About The Position

The Customer Experience Supervisor oversees the front desk team and overall customer service experience at the Glenview Community Ice Center. The role champions a welcoming, customer-focused culture reflecting the Glenview Park District’s values and directly supervises several part-time team members. The supervisor manages front desk operations, including customer service, registration, facility rentals, program transfers, refunds, billing, cash handling, and daily deposits. The position also provides administrative support for ice programs, leagues, public skating, special events, tournaments, and competitions; manages birthday party and room rental bookings; develops and monitors customer satisfaction metrics, including quarterly surveys; and collaborates with Marketing and program leaders on newsletters, website content, and social media. This is a full-time, exempt salaried position. The mostly regular schedule is Tuesday through Friday, 11:00 AM to 7:30 PM, and Saturday, 8:00 AM to 4:30 PM. Flexibility to vary the schedule for nights and weekends is required based on staffing needs, special events, and programming. The target hiring salary is $64,674.84–$68,312.75, depending on qualifications; the full pay range is $64,674.84–$93,778.20.

Requirements

At least 3 years of experience in a similar role.
At least 1 year of supervisory experience.
Critical thinking and analytical ability.
Excellent communication and organizational skills.
Strong technical ability, including proficiency with MS Office Suites.
Valid Illinois driver’s license.
Flexibility to vary the schedule for nights and weekends based on staffing needs, special events, and programming.

Nice To Haves

Bachelor’s degree, preferably in parks and recreation, education, business, or a related field; significant and relevant experience may be considered in lieu of formal education.
Professional certification(s) and/or active membership in a professional association.

Responsibilities

Oversee the front desk team and the overall customer service experience at the Glenview Community Ice Center.
Directly supervise several part-time team members.
Manage front desk operations, including customer service, registration, facility rentals, program transfers, refunds, billing, cash handling, and daily deposits.
Provide administrative support for ice programs, leagues, public skating, special events, tournaments, and competitions.
Manage birthday party and room rental bookings to ensure positive customer experiences.
Develop and monitor customer satisfaction metrics, including quarterly surveys on customer service, facilities, and programs.
Collaborate with Marketing and program leaders to manage newsletters, website content, and social media.