Customer Service Representative, Lead (644) - City of Overland Park, Kansas

CITY OF OVERLAND PARK - POSITION DESCRIPTION

TITLE:	Customer Service Representative, Lead
REPORTS TO:	Administrative Services Manager (581)
DEPARTMENT:	Parks and Recreation Services
DIVISION:	Parks and Rec Administration 5010

JOB NO:	644
BAND/LEVEL:	GRADES NON-EXEMPT
FLSA STATUS:	Non-Exempt
FT/PT/SEASONAL:	Full-Time

JOB SUMMARY STATEMENT: Provides customer service for Parks and Recreation programs and facilities. Reserves and processes program registrations and room reservations for city programs and facilities. Provides administrative support for the department. Serves as the team leader for the Customer Service Representatives. Assists in the interviewing, training, and onboarding of new customer service representatives.

DUTIES AND RESPONSIBILITIES:Provides customer service for Parks and Recreation programs and facilities via telephone, walk-ins, mail, and e-mail.Acts as receptionist, greets visitors, answers telephone, records information on appropriate logs, answers requests for information from residents or staff, refers callers to correct persons for other matters, and takes and relays messages.Reserves and processes facility reservations for City facilities. Obtains details concerning requests and checks availability of facilities. Enters reservation in facility booking computer program, processes payment, generates permit for reservation.Processes program registrations for city sponsored classes, enrichment classes, athletic leagues,,aerobics, community center memberships and swim pool memberships. Enters registration into the computer system, processes payment, and generates confirmation letters for patrons. Generates class rosters for instructors. Processes requests for program transfers, cancellations, and refunds.Processes and administers scheduled payments for memberships. Processes and administers refunds, scholarships, and other types of membership requests.Assists with special requests for park facilities. Transfers patrons to different city departments for permits.Provides administrative assistance and support to other functions within the Parks and Recreation Department Types, proofreads, copies, distributes letters and correspondence, and prepares reports as needed. Creates and processes invoices. Receives and sorts mail.Bills and audits pre-approved accounts for facility reservations. Investigates billing discrepancies and related issues.Creates and edits reports. Performs as a key System Administrator on the facility booking computer system.May reconcile daily cash reports. Creates bank deposits. May order, inventory, and maintain adequate office and first aid supplies. Identifies opportunities for process improvements in the invoicing system and workflows.The employee must work the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during regular business hours or shifts) to communicate with coworkers, supervisors, customers, vendors and any other persons or organization with which interaction is required to accomplish work and employer goals.The employee must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks, where applicable.

GENERAL QUALIFICATIONS

Basic education which includes courses in typing, general office practices, office machines and business communications or an equivalent combination of education and work experience. May be required to obtain and serve as a notary public. Must possess an appropriate, valid driver's license and maintain an insurable driving record.EXPERIENCE:Three years administrative/customer support experience.SKILLS:Oral and written communication skillsBasic math and accounting skillsAnalytical skillsOrganizational skillsTyping skillsListening skillsCustomer service skills (in person and over phone)Proofreading skillsAbility to train and guide othersBasic computer skillsAbility to use Google Office productsInnovativeLeadership skillsMENTAL REQUIREMENTS:Ability to recognize and protect confidential informationAbility to organize files and effectively retrieveLogical reasoning; sound judgment; and the ability to deal with sensitive situations in a tactful, empathetic mannerAlpha and numeric recognitionAbility to read and comprehend City codes, permit applications, and file informationAbility to comprehend computer software principlesAbility to compute basic math computationsAbility to work in a hectic environment with many interruptionsAbility to meet specific deadlinesPhysical Requirements:Ability to make and receive phone callsAbility to drive and operate a City vehicleHand and eye coordination adequate to input computer, cash register and/or cash drawer, scanner and camera equipment, adding machine, copiers and fax machine.SUPERVISORY RESPONSIBILITY (Direct & Indirect):Indirect: Assists in interviewing, onboarding, and training new customer service representatives. Leads by example, provides mentorship, demonstrating best practices in customer service and problem resolution. Assists the Administrative Services Manager in simple escalation chains.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.