Recreation Center Customer Service Supervisor Location Lafayette, CO : General Summary Provides supervision of the operations of the assigned location in the absence of full-time division staff. Responsible for maintaining high standards of customer service. Serves as first contact for customers regarding inquiries both in person and on the phone, providing information and assistance to the City staff and the public according to established procedures. Liaison for groups, room rental customers and support for all programmed activities. Flexibility of schedule and dependability are key aspects of this position. Employees are expected to perform with minimum supervision after procedures, policies and techniques are learned. Essential Functions The following duties are illustrative only and are not intended to be all inclusive: Perform cash outs/balancing revenues with receipts; support and assist the cashier staff; complete daily paperwork and deposits; accountable for financial transactions, oversee registration procedures and collection of fees; work with public and resolve conflicts. Provide reporting as needed, accident reports, incident reports and facility inspection forms. Ensure that groups receive all services arranged for in their contract. Promote interest and provides accurate information regarding facility policies, procedures, including all information in current brochure to the public. Take proper safety precautions, anticipate unsafe circumstances and act accordingly to prevent accidents. Oversee the security of the facility including issuance of keys, locking doors, enforcement of building policies and patrolling of the facility; ensure a clean and safe environment for activities that take place within the facility; respond to emergency situations. Responsible for opening and closing of the facility; ensures all scheduled staff are present to perform assigned duties. Secure all exterior doors; ensure all customers have exited the building. Perform room set up and tear down as needed; perform basic maintenance of building as needed. Responsible for overseeing work and behavior of all part-time employees in the facility during the absence of full-time staff. Direct, guide, evaluate and motivate assigned employees as needed. Support front desk with daily operations. Proficient with software utilized for front desk procedures. Perform routine office duties as needed, i.e, typing, answering phones, copying materials and other front desk tasks; track inventory and supplies necessary for front desk operations. Provide program and facility information to the public. Perform related work as required and assigned. Typical Qualifications KNOWLEDGE: Working knowledge of modern office practices, procedures, and equipment including a computer. Knowledge of customer relations techniques, i.e., fostering a positive attitude, maintain a courteous, helpful and professional demeanor. Principles and procedures of record keeping; ability to apply basic mathematic principles. SKILL: Demonstrated skill in the operation of equipment necessary to perform job functions. ABILITY: Effectively meet and deal with the public and handle stressful situations; follow both verbal and written instructions, and issue clear concise verbal and/or written instructions and report operations verbally or in written form to superiors. Perform multiple tasks at relatively the same time; concentrate on detail; analyze situations thoroughly, identify potential problems, and find effective solutions. Deal tactfully and courteously with the public in answering technical questions and handling difficult complaints; perform general clerical work involving the use of independent judgment and personal initiative. Effectively communicate with customers and handle hostile situations effectively; work in situations with hostile customers. Work cooperatively with other departments, City officials, outside agencies, and the general public; successfully implement philosophies, methods, policies and procedures that will assist in the achievement of City and Department goals. TRAINING: High school diploma or equivalent; efforts made toward Recreation degree preferred. EXPERIENCE : Previous work in similar customer service environment preferred; previous work managing part-time staff, computer cash register and money preferred, or any equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills and abilities.
