Operations Support Technician II (Customer Service)

Description

Perform a variety of office tasks in support of the overall operation of assigned area to include:

Class,eventand trip registrations, coordinating and overseeing facility reservations, customer service, answering telephones, responding to email,monitoringrevenueand providing exceptional customer service.

Schedule:Mondays, Tuesdays & Wednesdays 11am-7pm; Thursdays & Fridays 8am-4:30pm

Essential Duties and Responsibilities

The following duties are illustrative only and are not intended to be all inclusive:

• Greet and acknowledge customers; process admissions, take program registrations and/or facility reservations and/or park rental applications, depending on assigned area.?

• Responsible for verifying eligibility and completeness and processingappropriate paymentsand applyingappropriate discounts.

• Maintainand printrosters;create andprint room-use calendars;maintain program information; process and maintain participant passes and identification cards;provide tours to demonstratethe services and/or programs provided; may assist with coordination of events, programs and/or facilities, calling customers, volunteers, and/or vendors, copying material,etc;maybe responsible for coordinating bulk mailing of information.

• Answer phones, direct calls, take messages and respond to questions in person and on phoneregardingprograms; notify activity participants of cancelled programs. Resolve participants' complaints; report building concerns, broken equipment, and disorderly participants.

• Supportinstructors withprogram needs;copying class materials,assistingwith virtualclassesand troubleshooting technology challenges.Schedule variable employees as needed for programs and rentalparties

• Provide administrative support for assigned staff; maintain mailing lists and program records; order and maintain office supplies; oversee equipment assigned to area; perform data entry; maintain a wide variety of office files and records; prepare files for storage; open and distribute mail;prepare data for quarterly and annual reports; assistwithroom set up for classes,activitiesand events.

• Monitor andmaintainassigned area(s) to ensure various information such as periodicals and publicity material are well supplied and current; if applicable,monitorvending machines in area to ensure they are in working order; trackmoney lost in machines. Proofread,assembleand update front desk master copies of activities and programs.

• Accept daily drop in money; process pass sales, refunds, credits, and prepare daily bank deposits. Reconcile money received with general ledger report; correct transaction errors; process activity refunds, transfers, and household credits; compile annual report of subsidy totals.Prepare deposits andtransport to City Hall. Process donations,preparedeposits and transport to Department liaison.

• Assistwith the marketing efforts toinclude:designingnewsletters,brochures, flyers, postcards, posters, signs, etc. to promote applicable programs; prepare assignedportion(s) of organization's publication(s); distribute marketing material as needed; manipulate photos for use in marketing applicable activities.

ADDITIONAL DUTIES:

• Maybe responsible foropening and closing of building site.

• Perform related work asrequiredand assigned.

SUPERVISION RECEIVED:

Works under the direct supervision of the assigned Recreation Supervisor- Active Adult Center

SUPERVISION EXERCISED:

May give oversight to volunteers, interns, or other assigned subordinate personnel.

INDEPENDENCE OF ACTION:

Work is performedin accordance withdetailed instructions requiringvery little, if any, authority to exercise independent judgment. Work isclosely controlledthrough the structured nature of the work. Questions and all deviations from the specific instructions or guidelines are referred to the immediate supervisor.

Minimum Training and Experience Required to Perform Essential Job Functions

QUALIFICATIONS:?

Computer:? ?Intermediate to advance knowledge of computer software used by the

Citysuch as Microsoft Outlook, Microsoft Teams Word and Excel, ability to use Time clock Plus, and HIPPO asset management program. Knowledge of or ability to gain working knowledge of the recreation software program

RecTrac3.1?

Financial:? ?Have knowledge of and the ability to perform basic financial, mathematics, and accounting principles.?

Communication:? ?Must have good knowledge of English language including spelling, grammar, and punctuation and business writing skills. Must have good diplomacy and communication skills. ?Have ability to handle difficult and stressful situations with composure.?

Customer Service:? ?Establish and maintain effective working relationships with coworkers, other City staff, and the public; follow established department customer servicephilosophy?

Decision-making:? ?Follow guidelines concerning facility operations such as usage policies, make decisions that recognize established procedures and practices and to use resourcefulness and tact in applying them to new situations and/or problems.?

Time Management:? ? Must have ability to organize, prioritize, and record tasks. ?Ability to adapt to changing job priorities and conditions.?

EDUCATION & TRAINING

Training?- High school diploma or equivalent.

Experience?-Previousexperience in customer service, point of sale experience, bookkeeping, marketing, public relations, and use of personal computerrequired

or

Any equivalent combination of training/experience thatdemonstratespossession of required knowledge, skills, abilities.

REQUIRED LICENSES, CERTIFICATIONS, PRE-EMPLOYMENT ACTIVITIES

• American Red Cross or American Heart Association Infant/Child/Adult CPR, AED and First Aid certifications arerequiredwithin 45 days of hire.?

• Drug screen and a background check arerequired.

Supplemental Information

Expectations

All team members are expected to adhere to the organizational values of ACTION andare responsible forcontributing to the achievements of the organization and department. Team members are expected to continue to grow professionally and to apply their learning to their job setting.

An Equal Opportunity Employer

It is the policy of the City of Wheat Ridge not to discriminateon the basis ofrace, color, religion, creed, gender, age, nationaloriginor disability, unless related to a bona fide occupational qualification. The City of Wheat Ridge will consider reasonable accommodations for employment to qualified applicants UPON REQUEST to the Human Resources Office.