Customer Service Representative

Salary Range

2,249.00 - 2,874.50

Job Summary

Are you a fan of a well-used park, an urban trail, a beautiful greenspace, a vibrant community center, a summertime community event? Do you value what parks, recreation and cultural programs and services contribute to a community and its livability, and do you like the idea of surrounding yourself with others who feel similarly? If so then the City of Vancouver may be for you.

We’re currently recruiting for a Customer Service Representative. The primary responsibilities for the job are represent the City of Vancouver by providing excellent customer service following cash handling processes and procedures required by the City. Serve as the first point of contact for walk-in and telephone customer service transactions. Provide information, requests for service, handle customer registrations and concerns, and perform a wide variety of responsible clerical work, cash handling and customer service related office duties for the front desk area as well as internal support for recreation staff.

This is a half-time, regular, non-exempt union position. This position is covered under the provisions of an agreement between the City and the OPEIU union.

The schedule for this position is:
Monday – 4:15-8:15pm
Tuesday – 4:15-8:15pm
Wednesday - 4:15-8:15pm
Friday – 3:15-7:15pm
Saturday – 10:00am–2:00pm

The primary position location is Marshall Community Center

Job Details

Essential Functions:

• Prepare and process drop-in registration transactions to Park, Recreation & Cultural Service programs, rental, events and activities.
• Act as a receptionist; greet, direct and assist the public with general inquiries. Act as the first point of contact when customers inquire about our recreation services and direct them to meetings and other events. Answer their questions about the service we provide or direct them to co-workers and management when appropriate.
• Verify residency for application of appropriate fees; determine eligibility for use of scholarships funds and apply and register for programs; refund or credit accounts utilizing established refund policy and procedures.
• Process journal vouchers to correct bills and payments; authorize credit extensions for customers with past due bills; verify payment of bills and current service status; perform credit and collection duties.
• Perform a variety of general clerical duties including typing and proofreading a variety of documents, maintaining files and records, inventory and maintaining office supplies, process and distribute incoming mail.
• Conduct audit of accounts to find discrepancies for follow-up by field or other program staff.
• Prepare bank deposits and maintain deposit records adhering to the city’s financial retention requirements. Prepare the overall front desk bank deposit from all receipts that day.
• Initiate an emergency response from the front desk. The first point of contact for customers and staff who are involved in an emergency or see an urgent situation in the building.
• Perform other duties and responsibilities as assigned.

Qualifications

Experience and Education

Experience:

• One (1) year of related experience in customer service including the maintenance of customer or other formal records, cashiering, and/or operation of a cash till.

Education: 

• Equivalent to a HS Diploma/GED

*Equivalent combinations of education and experience may be considered.

Computer Skills

• Intermediate computer data entry skills
• Intermediate 10 key
• Intermediate/advanced program registration software
• Intermediate/advanced POS
• Intermediate Outlook, Word, Excel

Required Licenses and/or Certifications

Ability to obtain:

CPR/First Aid/AED

Knowledge

• Knowledge of customer service practices
• Managing POS, cash handling, and balancing procedures
• Problem solving and decision making
• Building safety
• English usage, grammar and punctuation
• Managing a complex filing system with multiple team members
• Pertinent federal, state and local laws that pertain to: cash handling
• Modern office procedures, methods and computer equipment
• Use of personal computers and basic software

Abilities

• Effectively manage multiple phone calls, walk-in customers, long lines and crowds
• Maintain order, resolve conflict, respond tactfully to complaints
• Accurately analyze and interpret data
• Communicate clearly and concisely