Job Description
Position Description Seattle Parks and Recreation (SPR)is a national leader and innovator in the services and programs we provide to our residents who enjoy our public spaces such as parks, community centers, specialty gardens and swimming pools. Our mission is to equip employees and the public for well-being as we support healthy people, a thriving environment and vibrant community. We provide safe and accessible spaces for residents and visitors to work, recreate, rejuvenate and enhance quality of life and wellness for children, teenagers, adults and seniors. Delivering excellent customer service to all is a core value. Equity & Inclusion: Seattle Parks and Recreation commits to advancing equity and social justice in our department and in every neighborhood by growing a dynamic and diverse workforce, developing strong investments, growth opportunities and beneficial partner strategies as we acknowledge and pledge to close disparities created by historical practices which often hindered workforce development, environmental justice, access to quality open spaces, programs and facilities. Seattle Parks and Recreation (SPR) Aquatics Programs celebrate a community connected to the water by providing safe, healthy, fun, water-related programs. SPR serves a diverse audience encompassing all ages and backgrounds. The Customer Service Representative (CSR) position works to directly serve customers of indoor and outdoor swimming pools in Seattle and will respond to a variety of customer needs and requests while providing exceptional customer service and support to all facility users and visitors. Working hours vary based on facility needs and your availability but may include both evening and weekend hours. This position will report to the Aquatic Center Coordinator. Job Responsibilities Provides excellent customer service using phone, email and in person communication. Greets customers entering aquatic facility. Effectively communicates information about a wide variety of Recreation events, programs, aquatics offerings, opportunities, resources, or other neighborhood/community services. Performs transactions in support of registration and building entry, often during busy times requiring poise and attention to detail Explains policies, procedures and requirements related to class enrollment, program participation or facility use. Performs customer service, conflict resolution and de-escalation with diverse members of the public including people with English language barriers, people with hearing impairments and other disabilities and people from vulnerable populations such as unhoused individuals. Assists customers in identifying City-Wide Recreation programs, activities, and services to fit their needs and interests. Customer Service Representatives serve as the connection point to all offerings that Seattle Parks and Recreation provides. Serves as the first line of contact for members of the public. Answers a variety of questions, concerns and complaints related to SPR and city-wide issues. Refers unresolved issues to appropriate personnel for dispositioning and/or follow-up as required. Responds to customer inquiries and complaints. Seeks resolution through resolving account discrepancies and referring customers to appropriate SPR personnel to address issues. Communicates effectively with many internal and external SPR partners regarding the programming and operation of Aquatics Facilities Prepares brochures, flyers, social media, and other forms of information to share with the public. Qualifications Requires a minimum of one year of clerical experience involving customer service, public contact and/or experience in a billing process (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class). Successful candidates will demonstrate the following experience, skills, and abilities: Three or more years of customer service experience. Ability to provide kind and empathetic customer service. Demonstrates strong cultural sensitivity skills when engaging visitors and coworkers. Fluency in English with the ability to speak a second language. Knowledge of operation for a computerized cash handling and registration system or a strong aptitude for computer learning. Willing and able to learn new concepts and procedures, with the ability to handle stressful situations with a positive attitude. Ability to work independently as well as a strong team player that demonstrates reliability, engages in problem solving, understands constructive communication and exhibits care and commitment to their work. Experience working with diverse populations in a fast-paced environment.