Lead Customer Service Representative (Part-Time)

Posting number: 252600245

Department: Apex Centre - Customer Service/Playroom

Job classification: Lead Customer Service Representative (Part-Time)

Posting type: Open

Categories: Recreation, Parks and Recreation

Summary

WORKING FOR THE CITY OF MCKINNEY
Working for the City of McKinney is more than a job.  It is an opportunity to make a meaningful difference in the lives of others.  It is also an opportunity to have a hand in the development of one of the fastest growing communities in the nation.  Proudly recognized on the Top Workplaces USA list by USA TODAY, our team is dedicated to making McKinney one of the best places to work, live, and raise a family. That’s why we exist. Join us and start making a difference today.

OUR CORE VALUES
City of McKinney employees work hard and at a very fast pace.  However, we also look after and support one another.  All of us are guided by four employee-generated values – Respect, Integrity, Service, and Excellence (RISE).  We are also supported by servant-based leaders who foster and support a healthy, family-oriented culture.  All new employees are expected to embrace and live by our core values and commit to helping us sustain our exceptional work environment as a high performance organization.

SUMMARY OF POSITION
Responsible for supporting and enforcing the rules, regulation, and safety of the entire facility, with direct focus at the front desk and in customer service.  Act in a dependable manner by meeting schedules and deadlines, adhering to policies and procedures, and maintaining a good attendance record.  Serve as a supervisor on  duty various days and evenings throughout the week and on weekends.

Examples of duties

GENERAL EXPECTATIONS FOR ALL EMPLOYEES 
In order for us to continue to achieve our primary function of making McKinney a better place to live, work, and raise a family, we hold these expectations for all employees. 

• Learn and demonstrate an understanding of how team, department, and City goals are interconnected.
• Contribute to a positive work culture.
• Maintain regular and reliable attendance.
• Ability to assess his/her work performance or the work performance of the team.
• Contribute to the development of others and/or the working unit or overall organization.
• Ability and willingness to work as part of a team, to demonstrate team skills, and to perform a fair share of team responsibilities.
• Ability to continuously learn and develop through a mix of internal and external training opportunities, and if applicable, encourage subordinates to do the same.

ESSENTIAL JOB DUTIES AND RESPONSITILIBIES:

• Provides positive and enthusiastic customer service to all Membership, Pass holders and Guests through compliance with the proper City of McKinney phone etiquette by greeting members by name, exceeding their expectations with service, saying goodbye and inviting them back again the next day.
• Assists Members and Guests with program registrations and facility bookings for facility programs and services in accordance with front desk software. 
• Promotes all facilities, programs and services when in contact with Members and/or Guests. 
• Assists Supervisor with inventory control and concessions management.
• Assists Supervisor with training and hiring of customer service representatives.
• Resolves customer questions and complaints 

• Conducts oneself at all times in a manner of professionalism that aligns with the values, philosophies and standards of the City of McKinney.  

• Serves as a supervisor on duty various days and evenings throughout the week and on weekends.

• Attends all scheduled employee meetings. 

• Adheres to all written mandatory standards of operation, policies, procedures, manuals, memos, and oral instructions, etc.
• Arrives to work every day, on time as scheduled.
• Exercises good interpersonal skills by gladly assisting others to accomplish the work of the organization, even if it is outside the scope of regular duties.  Respond to people, staff and the public in a tactful, professional and pleasant manner.

OTHER JOB FUNCTIONS

• Performs other duties as assigned or directed.

KNOWLEDGE, SKILLS, ABILITIES, AND BEHAVIORS

• Ability to embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
• Ability to communicate effectively with peers, supervisors, subordinates, and people to whom s