Customer Service Coordinator

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

The Customer Service Coordinator serves as the primary customer service staff for various student, member, and customer needs. S/he is responsible for interviewing, hiring, training, scheduling, and managing the Customer Service Representative, Facilities Operation, and Fitness Attendant staff. The Customer Service Coordinator is responsible for staffing the main office, front desk, fitness floor, and the Pro Shop in Campus Recreation. Additionally, this position assists the Senior Associate Director with the day-to-day operation of the membership office, front desk, and Pro Shop by processing memberships and point of sale transactions, maintaining member accounts, communicating with members and customers about experiences and resolving complaints and concerns via phone, in person, or by email promptly. Additional duties include, but are not limited to:

• Interview and hire Customer Service Representatives and Facility Operations staff, training CSRs in the Membership Office, front desk, and Pro Shop areas.

• Train Facility Operations Staff and maintain the Customer Service Representative and Facility Operations staff schedule and substitutions.

• Manage Customer Service Representative and Facility Operations staff, covering shifts for Customer Service Representatives when necessary.

• Provide Red Cross CPR, AED & Bloodborne Pathogen training for Customer Service Representative and Facility Operation staff.

• Assist the Senior Associate Director with maintaining member accounts, processing memberships and Pro Shop transactions, resolving customer complaints, and troubleshooting technology/programming issues.

• Assist Program Managers with preparing for events with program managers, attending events to provide assistance, set-up/clean-up of events, and debriefing with program managers.

• Assist building management with the general management of the Field House when needed, performing duties/projects that may arise on a day-to-day and serving as Emergency Responder when required.

Work Interactions

This position reports to the Senior Associate Director. The Customer Service Coordinator works with the Senior Associate Director and other professional staff members to maintain a high level of customer service to members and customers of the Campus Recreations. This position is responsible for managing Customer Service Representatives, Fitness Attendants, and Facility Operations staff who support various areas in Campus Recreation. Additionally, this position works with program managers of Campus Recreation to assist with programming and events in the Field House.

Requirements and Qualifications

• High School diploma; BA/BS in Recreation Management, PE, or Health Services field is preferred

• Two years of management experience with a pleasant and cooperative demeanor

• Ability to obtain Lifeguard, First-Aid, CPR, AED, and Bloodborne Pathogen certifications, along with a Certified Pool Operation -Trainings will be provided on-site and must be completed within 60 days of hire

  Knowledge of Microsoft Office, Microsoft Excel, and Google Suites Willingness and availability for weekend work

• Great interpersonal skills and customer service orientation with the ability to multi-task, prioritize, and manage time effectively

• Strong phone contact handling skills and active listening with the ability to efficiently document communication

Work Mode Designation 

This position has been designated as On-Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University.  Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff and AAP positions can be found on the Department of Human Resources website: