Customer Service Representative

Job Description:

Customer Service Representative

Description

Position Scope

Embrace the New - Do Right - Lend a Hand - Find a Way - Enjoy our Work - Celebrate Uniqueness

General Purpose: Under general supervision, provides customer service to City recreation customers.

Primary Duties and Responsibilities

The following duties ARENOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Provides excellent customer service by answering incoming calls, directing callers to the appropriate person or department, relaying messages, and assisting visitors or customers with inquiries and applications.
  
• Accepts and processes program registrations, rentals, payment assistance applications, and related payments in person, by phone, electronically, or via mail. Ensures accurate data entry into customer information systems.
  
• Resolves customer inquiries and discrepancies related to services, usage, or billing. Prepares and processes field service orders, updates customer accounts, calculates and submits billing adjustments, and reconciles financial transactions.
  
• Maintains accurate records and files for financial transactions, service locations, and customers. Updates production spreadsheets, creates and proofreads documents, and ensures accuracy and compliance in all documentation.
  
• Performs clerical and administrative tasks such as data entry, record keeping, preparing documents, scanning, and managing mail distribution. Coordinates and schedules meetings and appointments as requested.
  
• Provides information and assistance to customers and staff regarding applications, government forms, or city-related programs. Responds to requests for information within authority and ensures timely and efficient support.
  
• Performs other duties as assigned or required.
  

Minimum Qualifications & Position Requirements

Education and Experience:

High School diploma or GED equivalent and two (2) years of high-volume telephone or business office customer service experience; OR any equivalent combination of education and experience that meet the minimum requirements may be substituted. Preference will be given to those applicants with recreation software experience.

Necessary Knowledge, Skills and Abilities:

Knowledge of:

• City policies and procedures.
• Principles of record keeping and records management.
• Keyboarding skills with a minimum of 40 wpm

Ability to:

• Perform mathematical computations

Skill in:

• Operating a personal computer utilizing a variety of business software including Office 2010.
• Effective oral and written communication.

12-Month Goals:

• Demonstrate the ability to learn all City cash handling procedures.
• Demonstrate the ability to multi-task as needed.
• Demonstrate the ability to deescalate customer issues and concerns.
• Learn and understand the RecTrac system; including enrollment, updates, refund and additional processing features.
• Work independently answering phones and covering front lobby transactions within the first 90 days.

Additional Information

Special Requirements: None

Physical Demands / Work Environment: Standard office environment.

Work Days: Tuesday - Saturday

Work Hours: 10am-7pm

Reports To : Recreation Manager

Supervision Exercised: None
FLSA Status: Non-exempt

EQUAL EMPLOYMENT OPPORTUNITY : It is the policy of the city to provide employment opportunities to all persons based solely on ability, regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or disability.

Employee Benefits & Wellness

The City offers a comprehensive benefits package to full-time classified and management employees. Part-time classified employees may be eligible for select benefits where defined.

For complete Benefit Plan & Wellness Information, please visit the City website at:
Benefits & Wellness

City benefit plans are subject to change at any time.

Closing Date/Time: 2/12/2025 11:59 PM Mountain

Salary:

$1,601.60 - $2,402.40 Biweekly