Customer Service Specialist II - Rentals

Willamalane Park and Recreation District • Springfield, OR

2d

About The Position

The Customer Service Specialist II provides customer service to patrons in person and over the phone, serves as a first point of contact for facility visitors and callers, and provides information about the district, programs, registrations, and rentals. The role supports rental and facility operations at any Willamalane facility, including room and equipment setup, court and field support, parking lot operations, and helping resolve facility issues. Light custodial work and driving a motor vehicle are essential functions. The position may also perform other job-related duties as assigned.

The employee monitors programs and facility operations, including parking lots, encourages compliance with facility policies and safety guidelines, and completes required records and documentation. Work is supervised by the Rentals Supervisor, who reviews performance through observation, interaction, and feedback from coworkers and patrons. The position is part-time and seasonal, with a variable schedule that may include days, evenings, and weekends, depending on the rental schedule.

Requirements

• High school graduation or equivalent.
• At least one year of customer service, facility setup, and/or cashier experience in a busy, highly public environment, or a satisfactory combination of experience and training demonstrating the required knowledge, skills, abilities, maturity, and professional judgment.
• Possess or be able to obtain current First Aid and CPR/AED certificates.
• Valid Oregon driver's license, or the ability to meet the stated valid-license requirement; driving is an essential function.
• At least 18 years of age.
• Basic knowledge of program registration and facility rentals, customer service, mathematics, registration software, and facility operations and maintenance procedures.
• Ability to communicate and work effectively and professionally with patrons and team members, and recognize and resolve service, safety, and operational issues.
• Ability to follow oral and written instructions; work tactfully and courteously with coworkers and the public; use good judgment and initiative; remain composed in emergencies; provide accurate information; manage registrations and rentals; handle and count money; monitor facility operations; accept direction; and work effectively with frequent interruptions.
• Ability to perform the position's physical duties, including regularly moving materials weighing up to 50 pounds and frequently moving equipment, including bleachers weighing up to 75 pounds, using proper safety tools.
• Ability to work outdoors in adverse conditions, including potentially being outside for an entire work period, and to manage substantial public contact and frequent disruptions.
• A pre-employment drug screen is required because the position is safety sensitive.

Nice To Haves

• Two years of customer service, facility setup, and/or cashier experience in a busy, highly public environment, or a satisfactory combination of experience and training demonstrating the required knowledge, skills, abilities, maturity, and professional judgment.
• Spanish or American Sign Language (ASL) competency, which may qualify for an additional $1 per hour after passing a competency test.

Responsibilities

• Direct parking lot traffic, facilitate pay-to-park operations, monitor parking lot rule compliance, and assist patrons.
• Answer and route telephone calls while assisting patrons at the front desk.
• Respond to questions about programs, rentals, parks, and other district services.
• Assist with program registration, facility rentals, memberships, and other patron needs.
• Respond professionally to patron suggestions and concerns regarding programs, activities, policies, and practices.
• Provide courteous and effective service to coworkers and patrons, and communicate and work cooperatively with district staff.
• Work a flexible schedule, including evenings and weekends, and problem-solve with participants regarding programs, rentals, and events.
• Act as lead staff during evenings and weekends.
• Confirm staff schedules against facility bookings and post information about upcoming court or facility closures and modifications.
• Assist with supervisor-assigned projects, such as researching recreation operations, inventorying staff shirts, and cleaning or organizing designated areas.
• Set up and take down chairs, tables, nets, tennis and volleyball posts, bleachers, and other equipment according to schedules.
• Support custodial work through light cleaning, including emptying garbage, sweeping, mopping, vacuuming, disinfecting surfaces, washing windows, and light laundry.
• Provide program support by making appointments, notifying participants about cancellations or changes, and maintaining program records and files.
• Provide office support by preparing correspondence, memos, calendars, rosters, and lists, and by photocopying, collating, and creating files.
• Attend and participate in required staff meetings and relevant training.
• Open and close facilities, secure rooms, turn off lights and equipment, and lock or arm facilities.
• Enforce facility operating policies and procedures.
• Provide emergency support as directed by the emergency action plan; administer First Aid, CPR, and AED and respond to emergencies as required.
• Perform other job-related duties as assigned.

Benefits

• Paid sick leave accrual beginning on the date of hire at one hour for every 30 hours worked; part-time staff may use sick leave beginning on their 91st day of employment.
• Annual cost-of-living increase of up to 4%, as approved by the Board.
• Merit increase of 3% upon successful completion of the initial probationary period, with increases of up to 3% annually thereafter as approved by the Board.
• Discounts on selected childcare programs, subject to restrictions.
• 25% discount on certain recreation programs.
• Free use of pools for lap and play swimming for the employee; household-member discount.
• Free use of the fitness center for the employee; household-member discount.
• Free wellness programs for the employee.
• Payroll direct deposit is available.

What This Job Offers

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