Administration Office Customer Service Representative

JOB SUMMARY: The Customer Service Representative (CSR) builds positive relationships with customers by answering questions, providing information about district programs and events, and processing activity registration requests in a courteous, professional manner. As the first point of contact for customers, the CSR must be well-informed, friendly, and able to communicate effectively. This position requires excellent customer service skills, computer proficiency, and the ability to make sound decisions independently. The Administration Office CSR reports primarily to the Customer Service Supervisor; however, may also fill shifts at other Park District locations as needed. This is a PT 2 position with benefits listed below.

SUPERVISORY DUTIES:

• None

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide information to the public about activities, programming, and/or events happening throughout the District
• Process registration requests for classes, lessons, activities, facility rentals, and beach/pool, dog, and parking passes
• Field and direct telephone calls
• Collect and distribute mail
• File and upload documents to the District registration software
• Perform opening and closing duties diligently and safely
• Receive payments for various programs and memberships
• Reconcile and close out daily sales receipts and daily reports using established batching procedures
• Forward revenue to the Accounting Department
• Knowledge of Emergency Procedures set forth in the Emergency Cards
• Assist the Village of Wilmette, including Police and Fire, with any inquiries concerning Park District facilities, parks, or events
• Actively uphold and contribute to the Wilmette Park District Comprehensive and Strategic Plan, including the Guiding Principles and Strategic Priorities.
• Actively contribute to the Park District's sustainability goals.
• Perform other duties as assigned.

SAFETY RESPONSIBILITIES:

• Actively support the safety program that will effectively control and reduce accidents.
• Obey the practical safety rules, regulations, and procedures established by the Wilmette Park District safety program that are pertinent to the activities conducted by the department.
• Become familiar with and follow safety procedures of the Wilmette Park District including, but not limited to, fire, severe weather, and evacuation procedures.
• Promptly report all unsafe actions, practices, or conditions observed to immediate supervisor and Human Resources and Risk Manager.
• Attend and participate in required safety trainings.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• High school diploma or equivalent
• At least two years related experience preferred
• Must be at least 18 years of age

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to read, analyze, and interpret blueprints, schematics, and construction documents, whether in written, oral, diagram, or schedule form.
• Strong organizational and communication skills, with attention to detail and problem-solving.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information to the necessary team members and contractors.
• Ability to solve practical problems and handle a variety of concrete variables in situations with limited standardization.

TECHNOLOGY SKILLS:

Possess computer skills with the ability to learn and use new computer software. The Park District uses Microsoft Office Suite, Wrike for project and content management, Paycom for payroll processing, Incode for financial record/budget management, and RecTrac for program registration/facility booking.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must possess CPR/First Aid certificates within three months of hiring, provided by the Park District.
• Complete annual District trainings including, but not limited to, Sexual Harassment Training and Avoiding Exposure to Bloodborne Pathogens annually and Mandated Reporter every three years.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment described here are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Prolonged periods of sitting at a desk and working at a computer
• Occasionally required to stand, walk, sit, and climb or balance
• The noise level is moderate
• Frequently required to use hands to handle or feel objects, tools, or controls
• The employee must regularly lift and/or move up to 25 pounds

HOURS:

• Normal working hours are Monday – Wednesday, 8:30 AM – 1:30 PM. Extra hours may be required at various times.
• General hours of duty will be approved by the Customer Service Supervisor