Customer Experience Associate - Ice Facilities

Title: Customer Experience Associate Department: Customer Experience Status: Seasonal Work Location: Carlson Ice Arena Reports To: Customer Experience Supervisor Wage: $17/hour

Position Description Provides exceptional service and assistance to customers of the Rockford Park District Ice Facilities. Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.

ROCKFORD PARK DISTRICT VISION, MISSION AND LEADERSHIP BY VALUES

• Agency Vision: To be the best urban parks and recreation system in North America, as measured by national standards and the citizens we serve.
• Agency Mission: The Rockford Park District is in business to "help people enjoy life" by providing a quality park and recreation system.
• Vision & Planning System: The District aligns itself and all its resources to achieve its purpose, vision, mission, and priorities. This successfully drives the strategic plan, operational plans, and performance goals.
• Policy Management & Operations System: Every team member serves as an active contributor in the development of the teams operational plan; develops job strategies and plans that support the teams operational goals; identifies timetables for completion; plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks.
• Leadership by Values System: Leadership by Values can only be achieved if all team members believe in and live by these shared values: accountability, integrity, passion, agility, relationship oriented, results driven, service oriented, respectful, and innovative. While all team members share these essential values, our culture is enriched by and welcomes the diverse supporting values of its team members.
• Diversity, Equity, Inclusion and Belonging Statement: The Rockford Park District is committed and accountable to being a place where everyone is invited and belongs, as demonstrated by being an inviting, equitable, and inclusive environment, respectful of all people, embracing diversity, creating accessibility and valuing all team members, partners and community members for their unique experiences and backgrounds.

RELATIONSHIPS TO RESULTS CULTURE

• Definition: Sustained by long-term, positive, exceptional relationships with stakeholders and team members as our hallmark of success.

ONE TEAM, ONE GOAL COMMITMENT

• Definition: To work together to achieve the mission, vision, and shared values of the Rockford Park District.
• Connectedness: Departments are truly interconnected to support the mission and vision of the Rockford Park District.

ESSENTIAL FUNCTIONS Include the following. Other duties may be assigned.

• Customer Service:

• Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.

• Registers customers for Park District programs, processes facility and shelter rentals, sells admissions tickets and passes.

• Maintains a good understanding of Rockford Park District policies especially regarding refunds, registration, etc.

• Follows Rockford Park District cash control procedures.

• Processes fee assistance requests and payment plan authorizations.

• Monitors and responds to Rockford Park District general e-mail and voicemail requests.

• Operates office equipment, managing phone systems, voice mail, recorded information lines, fax machines, and copy machines effectively.

• Maintains a good understanding of the Park District programs and facilities-what is happening in every department and at each facility.

• Maintains knowledge of the Rockford area and the populations served by the Rockford Park District.

• Treats customer complaints and concerns with the utmost attention and enters into the appropriate software.

• Familiar with specific programming, personnel, and activities related to the location assigned.

• Utilize the Rockford Park Districts HRIS system for all HR and payroll-related requirements and to accurately clock in and out for all shifts.

• Facility Responsibilities:

• Assists with opening and closing the office for the day.

• Updates and maintains buildings schedules.

• Provides assistance with basic janitorial tasks such as trash disposal, table cleaning, and vacuuming when necessary.

• Assists Program Operations as needed (set up for events, court activities, Facility meeting rooms).

• Assists with special event coordination and transactions as requested.

Education/Experience

• High School Diploma or GED Equivalent.
• Some customer service experience preferred.

Critical Skills, Knowledge, and Abilities 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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Must be 18 years old.
• Good communication skills-written, oral, and interpersonal.
• Good customer service and computer skills.
• Keyboarding and some familiarity with database systems.
• Must possess good organizational skills and be able to pay attention to detail.
• Commitment to follow procedures exactly and in the correct order.
• Must be available to work between the hours of 5:00AM - 11:00 p.m. 7 days a week. Hours will vary based on facility need at both Ice Facilities.
• Must be available seasonally up to 20+ hours per week.
• First Aid, CPR, and AED training (can be obtained through the Rockford Park District).

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

• Light to Medium work:
• Exerting in excess of 30 pounds of force occasionally.
• Exerting in excess of 15 pounds of force frequently.
• Exerting in excess of 10 pounds of force constantly to move objects.
• Must be able to perform moderately physically intensive tasks, potentially including any combination of the following: climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, lifting, grasping, feeling, talking, repetitive motions, substantial movements (motions) of the wrists, hands, and/or fingers.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• This position is primarily stationed indoors.
• Ability to work under stressful conditions, and problem solve.
• Provides exceptional service and assistance to customers of the Rockford Park District Ice Facilities.
• Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.