Lead Customer Service Representative

GENERAL DEFINITION OF WORK:

Provide lead-level customer service support for the Recreation Department, serving as main point of contact between staff and patrons. Work is performed under the limited supervision of the Business Services Manager.

ESSENTIAL FUNCTIONS:

Ø Assists citizens with the completion of registration, applications, etc.; receives and processes applications and registrations for programs and services; collect receipts and accounts for funds and fees received.

Ø Receives and processes telephone calls and email communications; ascertains service needs; provides information or refers to appropriate staff; receives visitors and refers to proper authority for disposition.

Ø Answers routine questions concerning activities, programs, policies, procedures and rules governing department or activities both in person and over the phone.

Ø Checks and reviews a variety of data for accuracy, completeness and conformance to standards and procedures.

Ø Produces written reports as needed.

Ø Assist in a variety of other business service roles as a backup person.

Ø Facilitates seasonal proofreading and verifies information is accurate before publishing to recreation computer software system.

Ø Liaison and main contact point between recreation computer software vendor and department staff. Troubleshoots and trains staff in RecDesk software as needed; acts as main contact for RecDesk issues; shares all new information and updates with staff; verifies that all programs and content are correctly entered into RecDesk.

Ø In charge of creating and updating all phone messages.

Ø Responsible for entering and updating Ice Arena online calendar.

Ø Sends and receives interdepartmental mail to and from city offices as needed.

Ø Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

Thorough knowledge of the philosophies, principles and practices of exceptional customer service. Highly Skilled in the use of computers and other technological services, associated software packages, hardware, and peripheral equipment. Ability to input and maintain data; ability to communicate effectively, both orally and in writing; ability to problem solve quickly and work independently; ability to be passionate about teaching and possess dynamic characteristics of energy, assertiveness, drive, enthusiasm and fun; ability to establish and maintain effective working relationships with associates, activity participants, contractors, outside organizations, program instructors, and the general public.

EDUCATION AND EXPERIENCE:

Associates/Technical degree with coursework in business administration, parks and recreation, public administration, or related field and considerable experience in administrative support and public contact work with some events or senior service experience preferred, or equivalent combination of education and experience.

SPECIAL REQUIREMENTS:

Adult and Pediatric CPR Certification with American Red Cross

Valid driver's license in the State of Ohio.

PHYSICAL REQUIREMENTS:

This work requires the regular exertion of up to 10 pounds of force and occasional exertion of up to 25 pounds of force; work regularly requires using hands to finger, handle or feel, frequently requires sitting and occasionally requires standing, walking, stooping, kneeling, crouching or crawling, reaching with hands and arms, pushing or pulling and repetitive motions; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data and observing general surroundings and activities and operating motor vehicles and equipment; work occasionally requires exposure to vibration; work is generally in a moderately noisy location (e.g. business office, light traffic).

The City of Shaker Heights does not hire individuals who use or test positive for tobacco or nicotine products.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

Pay: $45,000.00 - $49,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person