Customer Services Administrative Coordinator*

Customer Services Administrative Coordinator*

Salary

$68,689.14 - $79,210.30 Annually

Location

Madison Parks, WI

Job Type

PERMANENT FULL TIME

Job Number

2026-00314

Department

Parks

Opening Date

10/02/2026

Closing Date

10/12/2026 11:59 PM Central

Comp. Group/Range

18/04

• Description
• Benefits
• Questions

General Description

This is a responsible supervisory and administrative position directing programs and coordinating the Customer Services & Community Events staff within Madison Parks Community Services. The position oversees all aspects of customer service operations including in-person, telephone, and email assistance for shelter and athletic reservations, permits, contracts, and fee modifications. The role also serves as a confidential administrative support resource to the Park and Street Use Supervisor and Parks management team. Work at this level requires specialized and in-depth program knowledge, independent decision-making and justification, and responsibility for policy and procedure development, implementation, and communication across the division.

Skills needed for this position include:

• Strong organizational, multi-tasking, and attention-to-detail skills.
• Excellent customer service and communication skills with a commitment to serving a diverse patron population.
• Strong leadership skills with the ability to supervise, train, support, and guide staff.
• Ability to collaborate effectively with staff across departments, vendors, and external partners.

Work Hours: Monday through Friday, 8:00 AM to 4:30 PM.

IMPORTANT: THERE IS ONE (1) SUPPLEMENTAL ESSAY QUESTION ON THE JOB POSTING.

YOU MUST ATTACH YOUR RESPONSE (MAXIMUM OF ONE (1) PAGE) IN THE ATTACHMENTS SECTION OF YOUR APPLICATION.

(To view the question, click on the supplemental question tab OR view the bottom section of the job bulletin)

APPLICATIONS RECEIVED WITHOUT AN ATTACHED ESSAY RESPONSE WILL BE ELIMINATED FROM CONSIDERATION.

Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn't match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

Examples of Duties and Responsibilities

Perform Division-Wide Administrative Coordination, Systems Management, and Supervisory Duties

• Post positions via Neogov, conduct interviews, hire, administer discipline, handle grievances, assign training, approve payroll, and complete annual reviews.
• Provide direct supervision of the customer service staff of the Community Services section.
• Assign, prioritize, and control workflow of staff to ensure effective reservations for shelter, athletic, and special event.
• Serve as Parks Division liaison with Information Technology ; primary authorized IT contact for staff technology support and software implementation.
• Serve as primary Division administrator for contract routing.
• Coordinate and oversee the divisions Open Records request workflow.
• Serve as division-wide customer service trainer; develop and maintain division-wide customer service standards, training curriculum, and performance expectations.
• Develop and administer customer service surveys and performance metrics; analyze results and recommend improvements.
• Serve as liaison between the Operations, Planning, and Customer Services units on cross-divisional coordination and communication.
• Manage Lakeside Community Room reservations, fees, and use policies.

Coordinate and Administer Park's Shelter, Athletic, and Special Event Reservations and Point of Sale Revenue

• Coordinate and supervise the preparation of revenue deposits for shelter, athletic reservations, and special events, including online and credit card transactions.
• Develop and recommend annual fee schedules for shelter reservations, athletic reservations, and Friends group agreements.
• Resolve reservation and registration conflicts; review and approve exceptions to standard reservation requests.
• Administer labor/damage charges and negotiate payment plans when necessary.
• Develop and maintain office systems, operating policies, and Standard Operating Procedures (SOPs); identify problems and implement needed improvements.
• Review and update section's webpages, application materials, instructions, and procedures on a regular basis to ensure information is accurate and up to date.
• Serve as primary administrator of RecTrac scheduling/reservation software and Accela permitting software.

Coordinate and Administer Parks Division Permits, Mooring, Watercraft, and Storage Agreements

• Assign, prioritize, and control workflow for all permits, mooring/watercraft agreements, and division storage agreements (e.g., cross country ski, dog park, lake access, and disc golf permits).
• Maintain accurate and complete records for all permit, mooring, watercraft, and storage agreement programs.
• Serve as primary administrator for all permitting software; produce statistical and narrative reports; identify, recommend, and implement policy changes and improvements.
• Administer division storage agreements, including tracking renewals, terms, and fee compliance.

Coordinate and Administer Parks Division Subcommittees and Board of Park Commissioners (BPC) Support

• Make work assignments for staff to ensure an effective and efficient legislative, committee and commission support program; coordinate staff attendance at subcommittee meetings; provide direct BPC support as needed.
• Act as primary Division administrator of legislative tracking software.
• Oversee assembly, review, publishing, and distribution of agendas and attachments and meeting minutes.

Perform other related duties as needed or assigned.

Minimum Qualifications

• Two (2) years of experience applying the following:

• Customer service policies and procedures;

• Principles and practices of parks and recreation administrative operations, including program registration, facility reservations, and customer account management;

• Principles and practices of recordkeeping and documentation;

• Computer software applicable to the duties of the position, including RecTrac and Microsoft 365;

• Applicable ordinances, policies, and regulatory requirements; AND

• Familiarity with the following:

• Budgeting practices;

• Technology and tools used in an office setting, including productivity software, social media, and online databases;

• Resources related to parks and recreation programs, services, and facilities;

• Resources related to racial equity.

• OR-

• Bachelors degree in Public Administration, Business Administration, Recreation Management, Parks Management or closely related field; AND

• Two (2) years of leadership principles (e.g., directing or supervising the work of other staff and/or volunteers, or training, mentoring or coaching)

Other combinations of training and experience that can be demonstrated to result in possession of the knowledge, skills, and abilities necessary to perform the duties of the position will also be considered.

The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore, successful candidates will have demonstrated ability to effectively work with multicultural communities.

For a complete list of the knowledge, skills, and abilities, please see the classification specification.

Special Requirements

• Possession of a valid drivers license to operate City vehicles for attendance of site meetings with customers and staff.

Physical Requirements:

• Ability to lift up to 50 pounds with assistance.
• Ability to stand or sit at a computer workstation and desk for long hours.
• Ability to use standard office equipment, including computer, phone, copier, etc.
• Payroll title for this position is Parks Program Coordinator

The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary.

Compensation

The City of Madison strives to pay competitive wages. View the current salary schedules for pay for all classifications. Employees receive increases based on tenure with the City.

Benefits

The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our website for more information.

Leave

Vacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below.

0-3 years 10 work days of vacation

After 3 years 12-1/2 days

After 7 years 15 days

After 11 years 17-1/2 days

After 15 years 20 days

After 19 years 25 days

After 27 years 27 days

Employees earn 3.5 personal days in addition to vacation.

Employees receive eight official paid holidays (New Years Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 3 paid leave days (the Friday after Thanksgiving, Christmas Eve, New Years Eve).

Employees also earn 13 sick days annually that may accrue to a total of 150 days.

Retirement

The City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds.

Insurance

The City of Madison offers a variety of optional insurance programs including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Pet Insurance
• Life Insurance
• Income Continuation Insurance (for short and long-term disability)
• Long Term Care Insurance

Other Benefits

The City offers numerous other benefits and programs for employees, including:

• 457(b) deferred compensation plans
• Employee Assistance Program
• Bus Pass on Madison Metro
• Flexible Work Schedules
• Employer-paid Training

01

Do you have a degree in Public Administration, Business Administration, Recreation Management, Parks Management or a closely related field? [Please note that a degree is not required for this position]

• Yes
• No

02

If you answered Yes to the previous question, please indicate your degree type(s) and field(s) of study (For example: Bachelors degree - Public Administration).

03

How much supervisory experience do you have related to customer service operations and business administrative functions?

• Four (4) or more years
• Three (3) to less than four (4) years
• Two (2) to less than three (3) years
• One (1) to less than two (2) years
• Six (6) months to less than one (1) year
• Some, but less than six (6) months
• No experience

04

Please indicate the types of leadership tasks you have performed from the list below. (Check all that apply)

• Trained co-workers to complete tasks on the job
• Directed co-workers to complete work assignments
• Oversaw work tasks of co-workers to ensure completion and they are done correctly
• Provided mentoring to co-workers
• Provided oversight of volunteer work
• None of the above

05

Please indicate your level of familiarity with budgeting and financial practices, including tracking revenues and expenditures.

• None
• Basic (Have assisted with tracking expenses, revenues, or department budgets)
• Intermediate (Have monitored budgets, reviewed revenues and expenditures)
• Advanced (Have developed or managed budgets, analyzed financial data, and made recommendations regarding revenues and expenditures)

06

Please indicate your level of familiarity with technology and tools used in an office setting, including productivity software, social media, and online databases.

• None
• Basic (Have used common office technology such as email, word processing, spreadsheets, social media or online databases)
• Intermediate (Have used productivity software, social media, and online databases to manage information)
• Advanced (Have supported technology needs, used advanced features of productivity software, social media, and online databases, or developed technology based processes)

07

Please indicate your level of familiarity with resources related to racial equity and inclusion.

• None
• Basic (Participated in trainings, discussions, or activities related to racial equity and inclusion)
• Intermediate (Applied racial equity and inclusion initiatives in a workplace or volunteer setting, or supported related resources or programs)
• Advanced (Led or managed racial equity and inclusion initiatives, developed resources or programs, or advised others on related practices)

08

How much experience do you have working in a municipal, county, or other local government setting?

• Four (4) or more years
• Three (3) to less than four (4) years
• Two (2) to less than three (3) years
• One (1) to less than two (2) years
• Six (6) months to less than one (1) year
• Some, but less than six (6) months
• No experience

09

Please indicate which of these programs and systems and you have experience using. (Select all that apply)

• RecTrac
• Accela
• Munis
• Tyler Cashiering
• Sharepoint
• Microsoft Word 365
• Microsoft Outlook 365
• Microsoft Excel 365
• None

10

Please indicate which of the following you have performed on a regular basis in a customer service or administrative role. [Check all that apply]

• Handled escalated customer complaints or service-recovery situations
• Prepared daily deposits, balanced cash drawers, or reconciled payments
• Processed time sheets, payroll approvals, or staff schedules
• Drafted policies, procedures, reports, or formal correspondence
• Responded to public records requests or maintained records retention schedules
• Coordinated work across multiple departments, vendors, or volunteers
• Principles and practices of business administration and office management
• Principles and practices of staff supervision, training, and scheduling
• None of the above

11

PLEASE READ CAREFULLY--YOU WILL BE REQUIRED TO ANSWER THE FOLLOWING SUPPLEMENTAL ESSAY QUESTION AS PART OF YOUR APPLICATION. You can answer the question using a word processing program and attach as a .docx or .pdf file. You must attach the document in the "Attachments" section of the application or you will not receive further consideration for this position. Your responses will be evaluated on your writing ability including: spelling, grammar, and your ability to express your thoughts in a logical fashion. By checking this box, you acknowledge the above and understand that your response is required and failure to attach your essay response will immediately eliminate you from consideration.

• Agreed

12

What interests you about this opportunity? What knowledge, skills, training, and experiences do you have that qualify you for this role?

• My one (1) page essay response is attached in the Attachments section of my application.

Required Question

Employer Madison, City of (WI)

Address 215 Martin Luther King Jr., Blvd.

MMB Rm 261

MADISON, Wisconsin, 53703

Phone (608) 266-4615

Website http://www.cityofmadison.com/jobs