Customer Service Supervisor

City of Blue Springs • Blue Springs, MO • 1h ago

JOB SUMMARY STATEMENT: Performs front-facing customer service support for all Parks and Recreation functions. Supervisor of the front desk personnel for the Blue Springs Parks and Recreation Department located at the Carson Ross Community Recreation Complex. Primary duties include supervision, hiring, and training all front desk staff personnel and performing responsible clerical and administrative duties. Ensure consistent, high quality Customer Service standards are maintained across all areas; Supervisor will also ensure current information is available to assist front desk staff in answering questions from the public. Maintains membership database using CivicRec software system. Assist the public with inquiries and always represent the department in a courteous and professional manner.

DUTIES AND RESPONSIBILITIES:

Hires, Trains, Supervises and Schedules part-time Front Desk Attendants at the Carson Ross Community Recreation Complex.

Serve as primary customer service representative for all inquiries; Promotes and facilitates Customer Service training program with staff. Ensures employees are trained appropriately; handles employee issues and consults with Supervisor or human resources as needed.

Assess operational needs and determine the employment levels necessary for sufficiently staffing the Front Desk.

Create daily work schedules, work tasks, verify and approve timesheets, and provide regular constructive feedback to staff to maintain the highest level of customer service.

Accepts registrations and payments for programs, memberships, and facility reservations.

Maintain the front desk area in a clean and organized manner.

Attend appropriate staff training and ensure policies and procedures are followed.

In case of an emergency, follow the facility's emergency action plan and assist in the event of injury, notify the appropriate agency as dictated by the emergency. Complete Incident forms as needed.

Develops activities and practices to improve member retention and relationships to improve member satisfaction.

De-escalate customer disputes, and handle rule violations including the expulsion of patrons from the facility when necessary.

Manages membership record management program, ensuring accurate information for facility use and billing. Ensure confidentiality of all data. Performs membership billing and account reconciliation.

Understanding of basic accounting practices and procedures. Ability to balance and reconcile daily cash receipts as needed.

Attends assigned meetings of the Park Commission and other Boards and Commissions as assigned; prepares and distributes agendas; records, prepares and maintains minutes of meetings and distributes them to appropriate officials, staff and public.

Serves as Department's Deputy Records Custodian to coordinate Sunshine Law and Records Management actions, develop departmental process to manage records, work with City's Records Manager to facilitate storage or disposition of inactive records, and educate departmental staff on Records Management and Sunshine Law.

Assist with administrative tasks and special projects, including data entry, reporting, mailings, filing, typing letters, memoranda, reports, and other documents, etc.

Respond to inquiries from the public, answer questions, and provide information whenever possible, referring to appropriate staff when necessary.

Assist with other duties as assigned.

The above duties and responsibilities include those tasks, physical and mental requirements, visual requirement, unique physical surroundings and mental/cognitive abilities required to perform the essential elements of the position.

GENERAL QUALIFICATIONS:

Education and Special License(s)/Certifications - High school diploma or equivalent,. First Aid/CPR certification or ability to obtain within 6 months of employment.

Experience - Two to three years of customer service and supervisor experience in a related field

Skills - Skill in operating general office equipment such as computer, phone, fax, copy machine, calculator etc. Experience with Microsoft Office suite - Word, Excel, Outlook, etc. Knowledge of general office procedures. Excellent customer service skills.

Mental Requirements - Ability to establish and maintain effective working relationships with city officials, employees and the public. Ability to communicate effectively, both orally and in writing. Ability to maintain clerical records and prepare reports. Ability to perform tasks with minimum supervision. Ability to follow oral and written instructions.

Physical Requirements - Must be able to sit for prolonged periods; must be able to listen to normal conversation; must be able to walk occasionally, and use hands and fingers to operate, handle, or feel objects, tools, or controls; must be able to reach with hands and arms; must be able to have vision sufficient to see close up and have the ability to adjust focus; and, must be able to occasionally lift up to 25 pounds and transport it 15 feet.

Supervisory Responsibility - Hire, Train, Scheduling, Payroll, and supervision of daily work tasks of assigned staff.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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