Customer Service Coordinator

WOODRIDGE PARK DISTRICT•Bolingbrook, IL

15d•$16 - $17•Onsite

About The Position

The Customer Service Coordinator is the first point of contact for Woodridge Park District residents, guests, and members. The role provides customer service and general secretarial, registration, and clerical support. The position is scheduled at both the Community Center and the Athletic Recreation Center (ARC), with staff assigned to either location according to operational needs. The role requires a flexible schedule that may include days, nights, weekends, and holidays. Staff also participate in a rotating Saturday schedule, approximately every fifth Saturday from 6:45 a.m. to 12:30 p.m. The coordinator checks in members, registers guests for programs, accepts and processes registrations and payments, assists with facility memberships and financial assistance payments, and supports rental and birthday-party bookings. The position communicates program updates and other information to patrons, routes messages to staff, maintains the facility booking calendar and records, and supports instructors and recreation staff with class preparation and customer communications. The coordinator also maintains and balances a cash drawer, promotes Park District offerings, assists with retention and outreach projects, and reports customer feedback, accidents, safety concerns, maintenance issues, and other concerns to appropriate staff. The role requires professional, courteous service; effective listening, communication, organization, teamwork, and problem-solving; and the ability to learn and use computer and recreation software. The coordinator must monitor guest and member health and respond to emergencies in accordance with Park District policies. The position is subject to indoor environmental conditions and exposure to various chemicals, such as cleaning agents.

Requirements

Minimum age of 18.
High school diploma or equivalent.
Excellent verbal and written communication skills and excellent customer service skills.
Ability to work independently and be self-motivated.
Knowledge of and ability to use computer software, including Microsoft Office products such as Word, Excel, and PowerPoint, recreation software, and the internet.
Ability to work effectively with the general public, cooperating agencies, businesses, organizations, civic groups, and Park District employees.
Ability to communicate verbally by telephone.
Ability to read, understand, remember, and interpret routine documents such as safety rules and communicate the information in them.
Ability to write routine reports and correspondence and speak effectively before groups of participants or employees.
Ability to understand, remember, and apply common sense when carrying out written, oral, or diagrammed instructions.
Ability to identify and respond quickly to emergency situations, solve problems effectively, and adapt to change.
Obtain and maintain a valid Illinois State Driver’s License.
Obtain and maintain first-aid certification within the first 30 days of employment.
Obtain and maintain CPR/AED certification within the first 30 days of employment.
Availability for shifts at either the Community Center or ARC, based on operational needs, and for a flexible schedule that may include days, nights, weekends, and holidays.
Participation in the rotating Saturday schedule, approximately every fifth Saturday, from 6:45 a.m. to 12:30 p.m.

Nice To Haves

A minimum of two years of experience in an office environment providing customer service is preferred.

Responsibilities

Maintain a pleasant, professional image; promote Park District products and services; assist customers and address problems politely and efficiently.
Check in members, register guests, process program registrations and payments, and enter information into the registration and point-of-service systems.
Assist with facility memberships, sport associations and programs, camps, preschool, before- and after-school programs, and related registration needs as directed.
Assist renters with contracts and questions and prepare rental information packets for new, changed, or canceled rentals.
Assist the Recreation Supervisor with birthday-party bookings, changes, and cancellations.
Communicate program, class, league, membership, standby-list, and other updates or cancellations to registrants and patrons by phone, email, or other methods.
Assist with refunds, transfers, overrides, Cypress membership transfers, discounts, and third-party financial assistance payments.
Cover or trade shifts as needed and as directed by the Supervisor.
Communicate with the public by phone and email; route mail and verbal or written messages to staff.
Maintain and balance the cash drawer daily, greet guests, and remain available to customers.
Share customer feedback, accidents, safety concerns, maintenance issues, broken equipment, and program or resource concerns with appropriate staff and supervisors.
Assist with program retention projects, data review, account verification, and community outreach.
Support program instructors with class lists, copies, equipment, and other preparation.
Perform clerical duties, including filing, answering telephones, building tours, and assisting customers.
Promote Park District special events, discounts, and offerings to customers and complete special projects as assigned.
Monitor guest and member health and respond to emergency health issues in accordance with Park District policies; follow applicable sanitation procedures.
Maintain an organized and detailed schedule of classes, seminars, organizations, and rentals in the facility booking calendar software; keep records organized and the workspace clean and functional.
Accurately record time worked using the appropriate timekeeping method.
Assist supervisors in training new Customer Service staff, work collaboratively with coworkers and other departments, and attend required staff meetings and in-service training.
Adapt to new technology and learn new programs; use computers to improve productivity.