LEAD CUSTOMER SERVICE AGENT

JOB SUMMARY: Under the supervision of the RFC Membership and Customer Service Supervisor or the RFC Manager, this position requires comprehensive knowledge of all aspects of RFC operations. The primary responsibilities include delivering outstanding customer service, addressing, and resolving customer complaints or issues, enforcing facility policies, performing accurate data entry, and documenting daily events. Serve as the Manager on Duty in the absence of the Management team. Strong verbal and written communication skills are essential, as is the ability to respond effectively to emergency situations. This role supports the mission of the H-F Park District: "To enhance the quality of life through diverse recreational opportunities, facilities and parks while caring for the environment."

ESSENTIAL JOB RESPONSIBILITIES:

• Provide outstanding customer service to our internal and external guests by providing friendly, responsive, courteous, and helpful service.
• Function as the Manager on Duty when management is not present, addressing issues and complaints while enforcing policies, rules, and regulations.
• Greet members and guests as they enter and exit the facility.
• Demonstrate the ability to effectively multitask in a fast-paced environment.
• Accurately process all computer transactions in a timely manner.
• Answer incoming telephone calls within three rings and direct inquiries and messages appropriately.
• Maintain knowledge of all club activities, programs, services, and facilities, and communicate this information to members and guests.
• Become proficient in Park District software programs following training.
• Assist with daily Welcome Center operations and administrative functions.
• Support the Membership and Customer Service Supervisor with daily cash receipt reconciliation and bank deposit processes.
• Support the Membership and Customer Service Supervisor with insurance check-ins, facility and locker rentals.
• Supported the Membership and Customer Service Supervisor by contacting customers regarding outstanding balances, payment options and deadlines, accurately documenting all interactions, and maintaining confidentiality while delivering high-quality customer service.
• Conduct facility tours and assist with membership sales and renewals.
• Assist coworkers in all areas of the Recreation & Fitness Center as needed.
• Communicate member concerns to the Membership and Customer Service Supervisor or RFC Manager, as appropriate.
• Respond to and document accidents and incidents by completing required Accident/Incident Reports.
• Become familiar with all Park District facilities, programs, and activities.
• Attend scheduled Welcome Center meetings and training sessions.
• Maintain a professional, clean, and neat appearance that reflects RFC standards and presents a positive image to members and guests.
• Work a minimum of two shifts per week.
• Adheres to the policies and procedures as outlined in the Safety Manual, Policy & Procedure handbook, and Personnel Policy Manual.
• Other related job duties as assigned.

COGNITIVE SKILLS REQUIRED:

• Ability to provide exceptional customer service; make sound decisions; multitask effectively; solve problems; respond appropriately to emergencies; retain knowledge of Park District facilities, programs, and

policies; and communicate this information effectively to members and guests.

JOB SKILLS AND QUALIFICATIONS:

• Excellent customer service and communication skills.
• Ability to accurately handle cash and financial transactions.
• Strong leadership and supervisory skills.
• Basic computer proficiency.

EDUCATION AND TRAINING:

• A minimum of 18 years of age.
• Background in basic bookkeeping and computer skills.

PHYSICAL REQUIREMENTS:

STANDING: Essential for entire shift

SITTING: Minimal

WALKING: As needed

LIFTING: Up to 25lbs

STOOPING: Frequent

REACHING: Frequent

CLIMBING: N/A

VERBAL: Essential

VISION: Essential

Part-Time Benefits:

• Discounted individual fitness membership at Racquet Fitness Center
• Discounted golf fees and driving range tokens at Coyote Run
• Individual admission to open skate at H-F Ice Arena
• Individual Lions pool pass
• 20% off (1) facility rental/year
• 20% off birthday party package for child(ren)
• 20% off program fees
• Irons Oaks ropes course & climbing tower
• Individual ski rental at Irons Oaks (cross-country skiing)
• 457 Retirement Plan
• Participation in Illinois Municipal Retirement Fund - only available if required minimum hours are met (work more than 1,000 hours in a year).
• Additional benefits for facility employees only.
• Paid CPR/AED training and certification
• Paid Leave Time Off