SCC Customer Service and Rental Supervisor

VERNON HILLS PARK DISTRICT•Vernon Hills, IL

4d•$45,000 - $54,900•Onsite

About The Position

Under the direction and supervision of the Recreation Facilities Manager, the Customer Service Supervisor will assist the public as it relates to the Park District, register participants, serve as receptionist/greeter for visitors to the Sullivan Community Center and perform miscellaneous clerical duties. The Supervisor is responsible for overseeing all front desk operations and customer service staff at the Sullivan Community Center, including managing rental bookings and the supervision and support of the Rental Attendants. Essential job functions relate to Sullivan Community Center unless otherwise specified as a District-wide responsibility.

Requirements

High school graduate or equivalent.
At least three years relevant experience.
Strong organizational, people, and customer service skills.
Ability to communicate effectively with staff and public.
Effective management skills.
Good math skills.
Cash handling experience.
Ability to follow through on detailed work.
Solid computer and keyboard skills.
Must be able to project a professional appearance.
Must have a CPR/AED certification or be willing to complete CPR/AED training within the first 60 days of employment.

Responsibilities

Support program registration, membership sales, account management, and customer service through registration software, including processing refunds, billing, and tax letters.
Monitor and manage financial procedures such as daily deposits, invoicing, payment plans, and accounts receivable.
Lead facility rental operations by handling inquiries, coordinating bookings, managing rental schedules, and conducting walkthroughs to ensure readiness and compliance.
Promote rentals through marketing channels, maintain rental records, and develop strategies to increase revenue and optimize facility use.
Conduct pre- and post-rental walkthroughs to ensure proper facility conditions and contract compliance.
Collaborate with Marketing and internal teams to ensure accurate and timely communication about programs and rentals.
Oversee daily scheduling, time-off requests, shift coverage, and payroll approvals for frontline staff.
Facilitate effective communication, team meetings, and ongoing training to ensure staff are well-informed and equipped to deliver excellent service.
Maintain and update operational manuals, training checklists, and customer service protocols for both front desk and rental operations.
Provide administrative support to Recreation staff, coordinating clerical tasks with customer service personnel.
Assist in the recruitment, onboarding, training, and supervision of Customer Service Representatives and Rental Attendants across multiple facilities, including the Sullivan Community Center and Turtle Creek Waterpark.
Perform other duties as assigned to support the needs of the District and its patrons.
Supervise work of others, including planning, assigning, and scheduling work, reviewing performance, ensuring quality standards, training staff, and overseeing productivity.
Responsible for hiring, evaluation, termination, and pay adjustments of Customer Service Representatives (FT & PT) and the Rental Attendants.
Collaborate in scheduling rental staff coverage and ensuring facility rentals are supported and professionally managed.
Maintain knowledge of general agency and departmental-specific safety rules.
Use material handling equipment or seek assistance when lifting objects 25 pounds or heavier.
Follow the Risk Management Manual, Emergency Response Plan, and OSHA Compliance Policies.
Report work-related or patron injuries promptly to supervisor.
Attend required safety trainings and meetings.
Identify and correct or report unsafe conditions.
Exhibit sound problem-solving ability, good judgment, and the ability to maintain confidentiality.
Build positive relationships with the public, staff, and vendors.
Be flexible and able to reprioritize as needed.
Communicate effectively in English, both verbally and in writing.
Possess strong time management, organization, customer service, and problem-solving skills.
Exercise sound judgment regarding confidential information and job duties.