Customer Relations Supervisor

Supervisor

The hours for this position are Tuesday - Saturday 10am-7pm.

Job Summary Statement : Supervisor of the front desk personnel for the Blue Springs Parks and Recreation Department located at the Carson Ross Community Recreation Complex. Primary duties include supervision, hiring, and training all front desk staff personnel and performing responsible clerical and administrative duties. Ensures customer service standards are maintained, supervisor will also ensure current information is available to assist front desk staff in answering questions from the public. Maintains membership database using CivicRec software system. Assist the public with inquiries and always represent the department in a courteous and professional manner.

Duties and Responsibilities

• Hires, trains, supervises and schedules part-time front desk attendants at the Carson Ross Community Recreation Complex.
• Promotes and facilitates customer service training program with staff. Ensures employees are trained appropriately; handles employee issues and consults with supervisor or human resources as needed.
• Assess operational needs and determine the employment levels necessary for sufficiently staffing the front desk.
• Create daily work schedules, work tasks, verify and approve timesheets, and provide regular constructive feedback to staff to maintain the highest level of customer service.
• Accepts registrations and payments for programs, memberships, and facility reservations.
• Maintain the front desk area in a clean and organized manner.
• Attend appropriate staff training and ensure policies and procedures are followed.
• In case of an emergency, follow the facility's emergency action plan and assist in the event of injury, notify the appropriate agency as dictated by the emergency. Complete incident forms as needed.
• Develops activities and practices to improve member retention and relationships to improve member satisfaction.
• De-escalate customer disputes, and handle rule violations including the expulsion of patrons from the facility when necessary.
• Manages membership record management program, ensuring accurate information for facility use and billing. Ensure confidentiality of all data. Performs membership billing and account reconciliation.
• Understanding of basic accounting practices and procedures. Ability to balance and reconcile daily cash receipts as needed.
• Administers CivicRec program; ensures accurate data and addresses any software issues / updates with the vendor. Provide appropriate reports as needed. Ensure confidentiality of all data.
• Assist with administrative tasks and special projects, including data entry, reporting, mailings, filing, typing letters, memoranda, reports, and other documents, etc.
• Respond to inquiries from the public, answer questions, and provide information whenever possible, referring to appropriate staff when necessary. Provide tours to prospective members.
• Responsible for inventory and ordering of office supplies as necessary for operation.
• Facilitates and oversees the ordering, record keeping, and budgeting for the department's participation in the Missouri Parks and Recreation Association's ticket consignment program.
• Assist with other duties as assigned.

General Qualifications