Guest Services Specialist

Arlington Heights Park District•Arlington Heights, IL

5d•Onsite

About The Position

Are you a people-person who thrives in a customer-focused environment? Join our team as the welcoming face of our Administration Center! In this role, you’ll be the go-to expert for guests—greeting visitors with a smile, helping them navigate programs and memberships, and ensuring every interaction is a positive one. From managing registrations and payment plans to troubleshooting questions and keeping our systems running smoothly, no two days are the same. You’ll also play a key role in training staff, coordinating seasonal registration efforts, and partnering with teams across the district to deliver exceptional service to our community. If you’re organized, tech-savvy, and passionate about helping others while keeping things running seamlessly behind the scenes, this is your chance to make an impact where it matters most—creating great experiences for every guest, every day!

Requirements

High School diploma or equivalent (GED).
Must have three to five years of full-time customer service experience.
Must have a thorough knowledge of the District's ACTIVENet registration software.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) required
At least two years experience training and orientating staff on systems and processes
At least two years experience working with Supervisors, Superintendents, and Directors regarding program registrations and memberships
Must be able to obtain and keep current CPR and AED certification within six months of hire

Nice To Haves

Prefer an individual with an Associate Degree or Bachelor's degree in Business Administration, Operations Management, or similar.

Responsibilities

Serves as the first point of contact at the Administration Center front desk, greeting visitors, providing general information, and directing individuals to the appropriate department or staff member
Maintains a positive image and relationship with Park District patrons and visitors, and assists them in resolving their concerns and issues
Processes registrations, memberships, class transfers, refunds and completes other registration related tasks
Maintains and administers the ACTIVENet software system including ensuring that data within ACTIVENet membership packages are current based on yearly fee changes and builds new membership packages as needed
Monitors support staff’s phone calls and in-person interactions with customers to ensure the provision of high-quality customer service and provides onboarding and continuous training for guest services staff
Coordinates Guest Services meeting for each seasonal registration in coordination with the Customer Care Supervisor with input from the District’s leadership team
Troubleshoots patron concerns regarding program registration, payment plans, refunds and profiles
Serves as subject matter expert and troubleshoots ACTIVENet issues with support, staff and patrons
Processes refund requests on a daily basis
Manages various payment plans throughout the district
Coordinates Financial Assistance program with the Village of Arlington Heights including communications with recipients and staff, monthly reporting, and billing
Works with Recreation Programs Superintendent, Facility Superintendent and Marketing Department in preparation for seasonal registration days
Maintains street guide and GIS for ACTIVENet
Attends work on a regular basis
Performs the job safely and in compliance with District policies, procedures, work and safety rules, and the employee handbook
Maintains a clean and organized work environment
Additional functions as assigned, which may be considered essential