Customer Service Representative - WREC

City of Vancouver

2d • $4,498 - $5,749 • Onsite

About The Position

Join our Team at the Water Resources Education Center! Are you passionate about creating welcoming spaces, connecting with your community, and supporting meaningful educational programs? We’re looking for a dynamic, organized, and people-focused professional to become the friendly face and go-to support for daily operations at the Water Resources Education Center! The ideal candidate has experience delivering high-quality customer service, supporting front desk operations at a public education facility, coordinating room reservations, processing payments, and creating a welcoming and inclusive space for all visitors. Candidates should be flexible, willing to work as part of a team, an effective communicator, and excited about working in a water education center serving our community.

Requirements

• Three (3) years of related customer service experience.
• Equivalent to a HS Diploma/GED
• Proficiency using automated financial systems
• Proficiency using facility/program/class scheduling software such as ACTIVE Net and Volgistics.
• Intermediate skills in Microsoft Excel, Outlook, Microsoft Word, and PowerPoint
• Ability to obtain CPR, First Aid and AED certification within 3 months of hire.
• Knowledge English usage, spelling, grammar and punctuation.
• Customer service techniques, including deescalation techniques, addressing visitor concerns and complaints, and providing solution-based service.
• Principles and procedures of recording keeping and filing to include both hard copy and electronic.
• Basic principles of mathematics and English usage, grammar and punctuation
• Familiarity with Microsoft Excel and some specialized software (Workday and Activenet)
• Bookkeeping
• Pertinent federal, state and local laws that pertain to: records retention and cash handling
• Effectively manage phone calls, room rental reservations, walk-in visitors, and other requests for service.
• Greet and provide services to non-English speaking visitors through bilingual skills or language access resources.
• Address customer service concerns tactfully, professionally and work in a manner consistent with the City of Vancouver’s values and principles.
• Work with registration software and cashiering systems.
• Maintain CPR, First Aid and AED certification to ensure preparedness for emergency response.
• Operate a personal computer and appropriate software
• Work and act as a team player in all interactions with other City employees
• Provide a high level of customer service at all times
• Project and maintain a positive image with those contacted in the course of work
• Develop and maintain collaborative and respectful working relationships with team members and others
• Maintain regular and dependable attendance
• Demonstrate a commitment to valuing differences among people and to being inclusive.
• Show the utmost respect for others, and act as a team player.
• Promote safety as a guiding principle and a regular practice in accomplishing work by focusing on safe practices and complying with safety and health policies and procedures.
• Recognize unsafe conditions which may be hazardous to an employee or to the public.
• Works in safe and responsible manner; not putting self or others at risk.
• Complies with applicable policies and procedures including but not limited to using personal protective equipment, observing warning signs, learning about potential hazards, and reporting all unsafe conditions.
• This position is subject to successful completion of a pre-employment reference check, a basic criminal background check, and a credit check.

Nice To Haves

• Experience working with event coordination preferred.
• Spanish language proficiency preferred.

Responsibilities

• Serve as the first point of contact for walk-in, telephone and electronic communication for visitors of the Water Resources Education Center, addressing questions, concerns, and complaints.
• Provide information related to facility, departmental and City programs, policies and procedures.
• Utilize language access and other accessibility tools to provide a safe, positive, and inclusive environment for all visitors in line with city values, policies and procedures.
• Guide tours of rental spaces.
• Manage education program and rental space registrations, process payments/refunds, correspond with participants, and accurately maintain scheduling system and other Center records and reports.
• Prepare program materials, distribute, collect and record program evaluations.
• Provide back-up support for rental space/classroom setup and take down, including AV equipment.
• Assist with the promotion, advertisement, and marketing of Water Center programs, events, activities, and services.
• Update web pages, submit content for social media posts, create brochures, flyers and other ancillary materials to promote Water Center offerings.
• Review and recommend procedures to facilitate effective and efficient front desk operations, room rental reservations and operations, and program implementation, including program registrations and evaluations.
• Inventory, maintain and order office and program supplies and process orders for products requested by staff.
• Prepare requisitions, pay invoices and bills pertaining to department purchase orders.
• Work with staff and vendors as needed to research and resolve discrepancies.
• Serve as custodian of the department p-cards, reconciling purchases accurately and in a timely manner, in accordance with finance and record retention policies.
• Work independently, opening and closing the building consistent with established security protocols.
• Report maintenance and facility concerns in a timely manner to supervisor and facilities assistant.
• Orient part-time, temporary staff or volunteers on front desk practices and procedures, exhibit operations, and room rental reservations and implementation.
• Attend staff meetings, service on assigned committees, and provide support to meetings, as needed.
• Perform other duties and responsibilities, as assigned.

Benefits

• Competitive salaries
• Benefits and work environment support and encourage a healthy, balanced lifestyle and ongoing development and learning opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees