Customer Service Representative I, II, III - Recreation - Recreation Center

City of Abilene•Abilene, TX

5d•$16 - $23•Onsite

About The Position

Under general supervision, this position is responsible for providing excellent customer service to members, guests, and program participants. This position serves as the first point of contact at the recreation center, handling check-ins, registrations, facility inquiries, and general support to ensure successful daily operations. This position exercises no supervision, but Customer Service II and III may function as lead over Customer Service Representative – PT.

Requirements

One (1) year experience in customer service or front desk operations, preferably in recreation, fitness or community center setting is required (CSR I).
Three (3) years of previous customer service experience is required (CSR II).
Three (3) years of experience as a City of Abilene Customer Service Representative II (CSR III).
A high school diploma or GED is required (CSR III).
A valid Texas driver’s license, the ability to obtain one within ninety (90) days, or a military waiver is required.
Ability to work flexible hours including mornings, nights, and weekends.
Ability to travel to other work locations.
Work environment includes the possibility of working outdoors in extreme heat and cold.
Knowledge of customer service principles and public relations practices.
Knowledge of recreation center programs, activities, schedules, and facility policies.
Knowledge of cash handling procedures, point-of-sale systems, and basic accounting practices.
Knowledge of program enrollment processes.
Knowledge of facility rules, safety guidelines, and emergency procedures.
Knowledge of office procedures, record-keeping, and basic administrative practices.
Knowledge of computer applications including email, scheduling software, and recreation management systems.
Knowledge of telephone etiquette and front-desk communication standards.
Knowledge of conflict resolution techniques and customer service problem-solving.
Knowledge of privacy and confidentiality requirements related to member information.
Knowledge of accessibility standards and inclusive customer service practices.
Knowledge of recreation programming, community services, or parks and recreation operations.
Skill to offer courteous, professional, and responsive to customer service.
Skill to handle cash transactions, process payments, and maintain accurate records.
Skill to resolve customer concerns and de-escalate conflicts in a calm and professional manner.
Ability to communicate clearly and effectively with diverse populations, both verbally and in writing.
Ability to operate a multi-line phone system and greet visitors in a friendly, professional manner.
Ability to use computers, point-of-sale systems, and recreation management software.
Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
Ability to follow established policies, procedures, and safety guidelines.
Ability to maintain confidentiality of member and participant information.
Ability to work independently and as part of a team.
Ability to learn and explain recreation programs, schedules, and facility rules to patrons.
Ability to respond appropriately during emergencies and follow emergency procedures.
Ability to establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Ability to follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Ability to perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Ability to work independently with little to no supervision and prompting (CSR II, III).
Ability to use recreation management software and standard office equipment (CSR II, III).
Ability to lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect (CSR II, III).

Responsibilities

Greet all visitors in a friendly and professional manner and provide assistance with facility programs, services, and policies.
Manage member check-ins, verify members, and process guest passes.
Handle program registrations, class sign-ups, and using the center’s software system.
Answer phones, respond to inquiries, and direct calls to appropriate staff.
Process payments for memberships and program fees, issue receipts, and maintain accurate cash handling procedures.
Maintain clean and organize front desk and lobby area and keep forms and informational materials stocked.
Assist with distributing equipment and tracking its return.
Monitor facility usage and enforce rules to ensure safety and proper conduct.
Provide support during special events, activities, and peak traffic times.
Report maintenance or safety concerns to supervisors immediately.
Perform general clerical tasks including filing, data entry, copying, and preparing documents.
Perform advanced front desk tasks, including refunds and account corrections (CSR II).
Act as lead staff during assigned shifts (CSR II).
Respond to incidents and help manage emergencies (CSR II).
Fill in where needed to keep operations running smoothly (CSR II).
Operation of personal or City vehicle to meetings, scheduled events, and activities (CSR II).
Inventory and order required forms and office supplies for the division (CSR III).
Train lower-level staff and those assisting in the office (CSR III).
Assist management with operations and special projects (CSR III).
Provide guidance in the absence of the supervisor and the Division Manager (CSR III).
Perform other job related duties and responsibilities as assigned.