Ice Customer Service Representative

SUMMARY: The Ice Customer Service Representative (CSR) builds positive customer relationships by answering questions, providing information about district programs and events, and processing activity registration requests in a courteous, professional manner. As the first point of contact, the Ice CSR must be well-informed, friendly, and able to communicate effectively. This position requires excellent customer service skills, computer proficiency, and the ability to make sound decisions independently. The Ice CSR reports to the Aquatics and Ice General Manager. This is a PT-3 position with benefits listed below.

SUPERVISORY DUTIES:

• None

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide the public with information about programming at the Centennial Recreation Complex and throughout the District

• Process registration requests for classes, lessons, activities, facility rentals, and beach/pool, dog, and parking passes

• Answer and direct calls to the Centennial Recreation Complex main line

• Communicate facility expectations to patrons

• Perform opening and closing duties diligently and safely

• Check season passes for validity as patrons enter the facility

• Accept and properly record daily usage fees

• Monitor activities to ensure compliance with Park District guidelines

• Actively uphold and contribute to the Wilmette Park District Comprehensive and Strategic Plan, including the Guiding Principles and Strategic Priorities.

• Actively contribute to the Park District's sustainability goals.

• Perform other duties as assigned.

SAFETY RESPONSIBILITIES:

• Actively support the safety program that will effectively control and reduce accidents.

• Obey the practical safety rules, regulations, and procedures established by the Wilmette Park District safety program that are pertinent to the activities conducted by the department.

• Become familiar with and follow safety procedures of the Wilmette Park District including, but not limited to, fire, severe weather, and evacuation procedures.

• Promptly report all unsafe actions, practices, or conditions observed to immediate supervisor and Human Resources and Risk Manager.

• Attend and participate in required safety trainings.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• Must be at least 18 years old

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong organization and communication skills, with attention to detail and problem-solving.

• Ability to write reports, business correspondence, and procedure manuals.

• Ability to effectively present information to necessary team members and contractors.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

TECHNOLOGY SKILLS:

Possess computer skills with the ability to learn and use new computer software. The Park District uses Microsoft Office Suite, Wrike for project and content management, Paycom for payroll processing, Incode for financial record/budget management, and RecTrac for program registration/facility booking.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must possess CPR/First Aid certificates within three months of hiring, provided by the Park District.

• Complete annual District trainings including, but not limited to, Sexual Harassment Training and Avoiding Exposure to Bloodborne Pathogens annually and Mandated Reporter every three years.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment described here are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• While performing the duties of this job, the employee may be required to stoop, kneel, or crouch

• The employee is frequently required to talk or hear; use hands to finger, handle, and feel; and reach with hands and arms.

• The employee is occasionally required to stand, walk, and sit; climb or balance; and push/pull objects.

• The employee may occasionally lift and/or move up to 20 pounds.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

• General work area is indoors, in a smoke-free environment, with controlled temperature and fluorescent lighting.

• The noise level in the work environment is usually moderate.

HOURS:

• Normal working hours are Monday through Friday, 3:00 pm to 6:00 pm, and weekends, 8:00 am to 4:00 pm. Extra hours may be required at various times.

• General hours of duty will be approved by the Aquatics and Ice General Manager.

PT-3 Employee Benefits