Customer Service Representative - Member Services (Full Time)

Under direct supervision of the Recreation Supervisor and related management team, performs and leads customer service duties at the Frisco Athletic Center. Monitors activities of assigned staff and participants, issues and maintains equipment, provides program, facility and membership information to customers, and enforces facility policies and procedures.

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by the incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.

• Provides customer service to all facility members, guests and program participants.

• Trains staff regarding Frisco Athletic Center policies and procedures.

• Notifies customers of monies due and account renewals, prepares receipts, and follows up with customers as needed.

• Responds to phone, email and in-person inquiries related to programs, facilities, services and special events. Directs inquires to the appropriate staff member when necessary.

• Ensures facility and equipment are clean and maintained according to set standards and policy. Troubleshoots equipment issues as needed and monitors inventory.

• Enforces facility policies and ensures that all safety standards are strictly followed.

• Provides members and guests with information and demonstrations regarding safe and proper use of the facility and equipment.

• Opens and closes assigned area according to established policies and procedures.

• Completes and maintains record-keeping paperwork including incident reports, accident reports, waivers, work orders, repair logs, attendance records, invoices, and schedules.

• Assists the Management Team with on-boarding and performance evaluations.

• Assists with program, event and membership marketing activities and outreach.

• Communicates with vendors and technicians, as needed, to report facility issues and provide recreation programming.

Other Important Duties:

• Performs CPR, Rescue Breathing and basic first aid as needed.

• May be required to work extended hours, early mornings, evenings, weekends and some holidays.

• Attends special events, meetings and trainings as assigned.

• Reconciles receipts and cash register at end of shift.

• Answers and transfers phone calls in a timely and professional manner.

• Maintains and updates supply list for assigned area.

• Performs other related duties as assigned.

• Regular and consistent attendance for the assigned work hours is essential.

• Knowledge of customer service practices and procedures.

• Knowledge of computers and related equipment, hardware and software.

• Knowledge of professional exercise equipment and maintenance.

• Knowledge of City policies and procedures.

• Knowledge of money handling practices and procedures.

• Skill in oral and written communications.

• Skill in monitoring departmental health and safety policies and procedures.

• Skill in resolving customer complaints and concerns.

• Skill in implementing departmental rule, procedures and objectives.

Education, Experience, and Certifications:

• High School Diploma or G.E.D., and two (2) years customer service or cashiering experience.

• Experience in related industry preferred.

• Must possess current CPR and First Aid Certification within three months from date of employment.

• Must pass a pre-employment drug screen, criminal background check and MVR check.

• May be required to possess a valid State of Texas Driver's License.

• Work is performed in office, fitness center, and outdoor environments.

• May work extended hours, evenings and weekends.

• May be subject to exposure to air and water borne pathogens, body fluids, and infectious diseases when applying CPR, First Aid or cleaning facilities.

• May be subject to exposure to extreme weather conditions and hazardous driving conditions.

• Balancing - maintain equilibrium to prevent falling while walking, standing, or crouching.

• Crawling - moving about on hands, knees, or hands, feet.

• Crouching - bending body forward by bending leg, spine.

• Feeling - perceiving attributes of objects by touch with skin, fingertips.

• Grasping - applying pressure to object with fingers, palm.

• Hearing 1 - perceiving sounds at normal speaking levels, receive information.

• Hearing 2 - receive detailed information, make discrimination in sound.

• Kneeling - bending legs at knee to come to rest at knees.

• Lifting - raising objects from lower to higher position, moving objects side to side, using upper extremities, back.

• Mental Acuity - ability to make rational decisions through sound logic, deductive reasoning.

• Pulling - use upper extremities to exert force, haul or tug.

• Pushing - use upper extremities to press against objects with force, or thrust forward, downward, outward.

• Reaching - extending hands or arms in any direction.

• Repetitive Motion - substantial movements of wrists, hands, fingers.

• Speaking - expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.

• Standing - for sustained periods of time.

• Stooping - bending body downward, forward at waist, with full motion of lower extremities and back.

• Talking 1- expressing ideas by spoken word.

• Talking 2 - shouting to be heard above ambient noise.

• Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.

• Visual Acuity 2 - color, depth perception, field of vision.

• Visual Acuity 5 -close acuity for inspection of small defects, machines, use measurement devices, or fabricate parts.

• Walking - on foot to accomplish tasks, long distances, or site to site.

Work Environment:

• Work performed is primarily heavy work, exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

Equipment and Tools Utilized:

• Equipment utilized includes personal computer, copier, calculator, fax machine and other standard office equipment, recreational equipment, cash register, cleaning supplies, and department vehicles.