Customer Service Representative - Cultural Affairs

Summary

Under direct supervision of the Supervisor of the assigned facility and related management team, performs and leads Customer Service duties at the Frisco Athletic Center (FAC), Heritage Center or The Grove. Provides Customer Service to all facility members, guests, and program participants.
The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.

Essential Job Functions & Other Important Duties

• Trains staff regarding facility policies and procedures.
• Notifies customers of monies due for rentals and/or account renewals, prepares receipts, and follows up with clients/customers as needed.
• Responds to phone, email and in-person inquiries related to programs, facilities, services, and special events. Directs inquires to the appropriate staff member when necessary.
• Ensures facility and equipment are clean and maintained according to set standards and policy.
• Troubleshoots equipment issues as needed and monitors inventory.
• Enforces facility policies and ensures that all safety standards are strictly followed.
• Opens and closes assigned area according to established policies and procedures.
• Completes and maintains record-keeping paperwork including incident reports, accident reports, waivers, work orders, repair logs, attendance records, invoices, and schedules.
• Assists the Management Team with on-boarding and performance evaluations.
• Assists with program, event and membership marketing activities and outreach.
• Communicates with vendors and technicians, as needed, to report facility issues and provide recreation programming.

• Provides members and guests with information and demonstrations regarding safe and proper use of the facility and equipment.
• Communicates with vendors and technicians, as needed, to report facility issues and provide recreation programming.

• Performs administrative duties in recreation software including facility rental reservations and contract generation, as needed.
• Performs facility set up or clean up duties as needed.
• Assists with rentals, field trips, tours, programs, and events.
• Assists with recruiting, supervising, training, scheduling of facility volunteers.
• May serve in docent capacity during field trips and tours.
• Assists with or conducts recreation activities or classes and special events.
• Aides in purchasing event supplies, selecting entertainment, and directing volunteers.
• May provide coverage to other facilities and assist in division programming and events held outside of the Heritage Center.

• Performs administrative duties in recreation software including program or membership enrollment and maintenance, check-in, and public facility reservations.
• Performs facility set up or clean up duties as needed.
• Provides members and guests with information and demonstrations regarding safe and proper use of the facility and equipment.
• Reconciles cash drawers and daily deposits.
• Recruits, supervises, trains, schedules, and tracks hours of facility volunteers.
• Edits monthly and seasonal newsletters and activity guides.
• Assists with or conducts recreation activities or classes and special events; aides in purchasing event supplies, selecting entertainment, and directing volunteers.
• Assists with daily transportation program as needed.

• May perform CPR, Rescue Breathing and basic first aid as needed.
• May be required to work extended hours, early mornings, evenings, weekends and some holidays.
• Attends special events, meetings and trainings as assigned.
• Reconciles receipts and cash register at end of shift.
• Answers and transfers phone calls in a timely and professional manner.
• Maintains and updates supply list for assigned area.
• Performs other related duties as assigned.
• Regular and consistent attendance for the assigned work hours is essential.

Job Requirements

Required Knowledge, Skills, and Abilities:

• Knowledge of Customer Service practices and procedures.
• Knowledge of computers and related equipment, hardware and software.
• Knowledge of professional exercise equipment and maintenance.
• Knowledge of City policies and procedures.
• Knowledge of money handling practices and procedures.
• Skill in oral and written communications.
• Skill in monitoring departmental health and safety policies and procedures.
• Skill in resolving customer complaints and concerns.
• Skill in implementing departmental rule, procedures and objectives.

• High School Diploma or G.E.D., and two (2) years Customer Service or cashiering experience for the FAC and the Grove. High School Diploma or G.E.D., and two years Customer Service or museum experience for the Heritage Center.
• Experience in related industry preferred.
• Must possess current CPR and First Aid Certification within three months from date of employment for working at the FAC.
• Must pass a pre-employment drug screen, criminal background check and MVR check.
• May be required to possess a valid State of Texas Driver’s License.

Environmental Factors & Conditions/Physical Requirements

Environmental Factors and Conditions:

• Work is performed in office, fitness center, and outdoor environments for the FAC and The Grove. Work is performed in office, museum, historic buildings, and outdoor environments for the Heritage Center.
• May work extended hours, evenings and weekends.
• May be subject to exposure to air and water borne pathogens, body fluids, and infectious diseases when applying CPR, First Aid or cleaning facilities.
• May be subject to exposure to extreme weather conditions and hazardous driving conditions.

• This work typically requires the following physical activities to be performed. A complete description of the activities below is available upon request from Human Resources.