Recreation Supervisor

Lafayette•Lafayette, CO

About The Position

Responsible for daily front-line customer service operations within recreation facilities, ensuring consistent, high-quality service delivery. The position supervises customer service staff, supports membership and billing functions, maintains recreation software accuracy, and ensures smooth point-of-sale and customer-facing processes. The supervisor works closely with the Recreation Operations Manager to uphold customer experience standards, resolve issues, and ensure facilities are welcoming and inclusive. Work is performed primarily in a standard office environment. The role involves close interaction with others, hearing, speaking, complex report creation, and writing. It also involves intermittent sitting, standing, and walking; occasional work alone; and occasional light lifting, pulling, pushing, and carrying objects weighing up to 25 pounds, as well as reaching, bending, crouching or stooping, twisting, and squatting. The work requires reading, detailed work, confidentiality, problem-solving, reasoning, customer contact, effective oral and written communication, and managing multiple concurrent tasks.

Requirements

High school diploma.
Two years of increasingly responsible customer service experience, including one year of supervisory or lead-worker experience.
Experience with customer account management, registration systems, billing, and point-of-sale operations.
Experience handling customer concerns, conflict resolution, and service recovery.
Experience using recreation management software and Microsoft Office applications.
Knowledge of customer service, recreation facility operations, public-facing service delivery, membership administration, billing, payment procedures, point-of-sale operations, recreation management software, registration systems, customer account management, staff supervision and training, financial assistance program administration, cash handling, financial controls, recordkeeping, ADA requirements, accessibility, equity and inclusion, conflict resolution, complaint management, and customer engagement.
Ability to supervise, train, motivate, evaluate, and support staff; deliver customer service and resolve concerns; manage multiple priorities; use relevant recreation, registration, point-of-sale, and business software; communicate effectively; maintain accurate and confidential records; apply policies consistently; foster an inclusive environment; adapt to changing needs; collaborate with staff and community partners; improve processes; and prepare reports, correspondence, and documentation.
Equivalent combinations of education and experience may be considered.

Responsibilities

Supervise, train, schedule, and evaluate guest services staff, ensuring consistent application of customer service standards and procedures.
Oversee daily front desk operations, including membership sales and management, billing, refunds, payment processing, and account updates using recreation management software.
Provide customer support and resolve escalated issues, conflicts, and inquiries related to memberships, facility access, billing, and general information.
Ensure accuracy and compliance of financial transactions, point-of-sale procedures, and customer account records.
Support administration of financial assistance programs for income-qualified residents, including processing applications, customer communication, and staff training on related procedures.
Oversee policies and processes for recreation rentals, including year-round and seasonal facilities, reservation processes, customer communication, and onsite support.
Monitor customer service workflow and staffing levels; adjust assignments to meet operational needs.
Ensure customer service is welcoming, accessible, and aligned with organizational values of equity, access, and inclusion.
Train staff in software usage, customer engagement, communication skills, and facility policies.
Assist with tracking facility usage data.
Collaborate with the Operations Manager to evaluate processes, recommend improvements, and support organizational goals.
Assist with customer communications, policy updates, and coordination of service-related messaging.
Perform other related duties as assigned.