CUSTOMER SERVICE COORDINATOR

Job title : Customer Service Coordinator

Department : Recreation

Reports to : Club Fitness Manager and Member Services Supervisor

Job Class : Extended Part-Time, IMRF Eligible

Work hours : Monday-Friday up to but not to exceed 29 hours per week

Compensation : $19- $20 per hour, DOQ

Position Summary

Under the direct supervision of the Club Fitness Manager and Member Services Supervisor, the Customer Service Coordinator is responsible for overseeing the daily operations of the front desk and ensuring the smooth execution of the registration process at Club Fitness. This role includes scheduling and training registration staff, providing guidance and support for all front-desk functions, and serving as a key resource to ensure consistency and efficiency. The coordinator also assists with the organization and processing of program and membership paperwork, while supporting critical operational tasks such as registrar scheduling and payroll, cash handling, and coordination of pool chemical reporting. The ideal candidate will bring strong administrative expertise, a proactive approach to problem-solving, and a customer-first mindset to deliver exceptional service to all patrons.

Essential Duties and Responsibilities

• Lead and schedule part-time front desk staff; provide ongoing training and support.
• Oversee registration processes for programs, memberships, rentals, and events using the Park District recreation management software.
• Manage the collection and reconciliation of all cash registration revenue; maintain accurate financial records and prepare bank deposits daily.
• Serve as the point of contact for customer inquiries and concerns; ensure issues are resolved promptly and professionally by channeling each case to the correct supervisor or manager in a timely manner.
• Perform or coordinate the reading and recording of pool chemical testing; assist with training and continuously communicate with fitness staff to ensure proper reading and recording as scheduled.
• Assist with payroll process performing bi-weekly timecard approvals for registration staff, verify hours worked, and submit approvals accurately and timely.
• Assists the department manager in the performance evaluation processes for registration staff, interviewing department candidates as requested, and being the first point of contact for concerns from registration staff.
• Trains new Club Fitness registrars as part of the onboarding process. Evaluates any training needs of current staff and conducts, or schedules necessary training as needed.
• Provides general administrative support for Club Fitness, including ordering registration supplies and postage, assisting with departmental mailings, maintaining filing systems, and supporting additional tasks as assigned by administrative staff.
• Develops in-depth knowledge of the recreation software system to effectively train registration staff, assist with system-related questions, and manage all necessary program setup and data entry.
• Ensure front desk staff follow established policies and procedures related to safety, dress code, emergency protocols, and customer service standards.

Additional Duties and Responsibilities

Required Qualifications

Competency

Working Conditions & Physical Requirements

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