Customer Service Associate - Leddy Arena

City of Burlington, Vermont • Vt 05408, VT

6d • Onsite

About The Position

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 CivicRec software specialist for the department.

Requirements

• Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities and work effectively across diverse cultures and constituencies.
• Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional development.
• High school diploma or equivalent and two (2) years’ of experience in an administrative environment with an emphasis in customer service required.
• Must be able to work independently and as part of the customer service team in a fast paced, complex, detail-oriented office environment that features many repetitive tasks and deadlines.
• Ability to handle multiple tasks simultaneously, work under pressure, and adhere to schedules required.
• Ability to interact professionally and respectfully with co-workers, members of the public, and elected officials, in person, by telephone and through email.
• Must provide customers with prompt, professional and courteous service.
• Must be able to operate standard and computerized office equipment.
• Must be able to occasionally work overtime, nights and weekends.
• Ability to work in an outside environment in all weather conditions.
• Ability to obtain and maintain a valid State driver’s license.
• Ability to operate in a Windows based operating environment using word-processing, spreadsheets and specialized database software required.
• Ability to handle numerous phone calls and multi-task in a busy office environment.
• Ability to handle large sums of money.
• Ability to communicate effectively both orally and in writing.
• Ability to provide courteous and professional customer service.
• Regular attendance is necessary and is essential to meeting the expectations of the job functions.
• Ability to understand and comply with City standards, safety rules and personnel policies.

Nice To Haves

• One or more years in Parks and Recreation field preferred.
• Knowledge of ice skating facilities operations preferred.
• Experience entering and generating reports in recreational and facility maintenance software programs preferred.

Responsibilities

• 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 CivicRec 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 office and postage supply inventory and ensure appropriate levels of supplies on-hand for daily and other use.
• Receive, sort and distribute all incoming Arena mail to appropriate personnel.
• Provide administrative support to Parks, Recreation and Waterfront staff as directed, including but not limited to document processing, filing, notifying the public of venue, time, changes for events, etc.
• Act as liaison for program participants, skating instructors and Arena staff.
• Receive and data enter all pro shop inventories into the point-of-sale program, stock and display inventory.
• Oversee acquisition and maintenance of rental equipment inventory.
• Perform point-of-sale transaction system using computerized cash register.
• Coordinate with patrons and arena maintenance staff to facilitate preparation and execution of special events.
• Attend staff and department meetings.
• Facilitate communication between departments and teams as it relates to Arena operations and coordination.
• Manage the arena cashbox and cash register ensuring accurate deposits and proper seasonal employee cash handling skills.

Benefits

• Union Affiliation: American Federation of State County and Municipal Employees (AFSCME)
• Promoting a culture that reveres diversity and equity
• The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a dynamic and equitable work-force that mirrors the population and world that we serve.
• We do not discriminate on the basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services.
• In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED