Customer Service Supervisor

Job Summary

The Customer Service Supervisor creates lifelong memories and a healthier community for all to enjoy in Chaska with an emphasis on providing exceptional customer service.  A key function of this role is fostering a team environment and directly supervising the Customer Service Coordinator and part-time customer service staff.

The schedule for this position is Monday - Friday, 10:00am - 6:30pm

Responsibilities

1. Manages the customer experience at service desks in the Parks and Recreation Department, with an emphasis at the Chaska Community Center and Firemen’s Park Concession Stands.

• Communicates effectively with customers and staff, including responding to all inquiries and complaints in a timely and professional manner.
• Evaluates services and procedures and recommends changes that can increase efficiency and enhance the overall experience for both staff and customers.
• Oversees the use of and utilizes departmental operating software, ActiveNet, to process membership payments, issue refunds, and generate reports.

2. Supervises customer-facing staff for service desk operations.

• Hires, trains, and supervises staff at the Chaska Community Center service desk and Firemen’s Park Concessions to provide excellent customer service and follow departmental procedures.
• Coordinates ongoing training and development opportunities to improve team performance and service delivery.
• Conducts performance reviews, set goals, and provides constructive feedback to staff.

3. Oversees general day-to-day operations for the service desk and concessions.

• Adheres to the City’s accounting procedures while handling cash, banking deposits, payment plans and financial records.
• Purchases supplies and equipment and processes expenditures in accordance with the City’s accounting procedures.
• Monitors revenues and expenses related to the Customer Services budget.
• Implements changes under direction of the Community Center Manager to policies, procedures, and membership packages.

4. Collaborates and communicates with the Parks and Recreation team. 

• Works closely with the Parks and Recreation team to ensure an integrated experience for customers visiting the Chaska Community Center by promoting membership sales, programs, events, and services offered.
• Contributes ideas and collaborates with staff across the Parks and Recreation department to create a positive and energetic work environment.
• Facilitates a training program for the Parks and Recreation team that is focused on providing quality services based on the departmental values.

5. Performs all other related duties as requested or assigned.
 

Qualifications

Education and Experience

• Bachelor’s Degree in Parks and Recreation, Hospitality, Communications, Marketing or related field
• 3-5 years prior experience in customer service
• 2 years supervisory experience
• American Red Cross (ARC) CPR/AED/First Aid Certification or willing to obtain within the first 6 months of hire
• Serve Safe Certified or willing to obtain certification within six months of hire

Other Required Knowledge, Skills, and Abilities

• Proficiency in Microsoft Office Suite, point-of-sale systems, registration software (e.g., ActiveNet), internet navigation, or other relevant technologies
• Highly motivated, patient, reliable, and responsible team player with strong problem-solving skills, the ability to exercise sound judgment, and a proven track record of collaborating effectively with coworkers to resolve customer issues and achieve team goals.
• Knowledge of recreational programming, facility operations and customer service principles
• Experience working with the public and ability to communicate effectively both verbally and in written form
• Excellent organizational skills with high attention to detail while possessing the ability to manage tight deadlines while maintaining accurate and up-to-date records
• Ability to multi-task and remain calm in difficult situations
• Ability to demonstrate a strong willingness to learn while teaching and mentoring others
• Possess strong written and verbal communication skills, with the ability to engage effectively with individuals from diverse cultural, economic, and ethnic backgrounds. Ability to engage in active listening and seek clarification when needed to ensure a comprehensive understanding of different perspectives and assumptions.
• Ability to engage and provide care to patrons of all ages
• Ability to develop, collaborate, and manage external relationships in a proactive and responsible manner
• Dedicated to patron safety and mission of the City of Chaska
• Represent the City of Chaska in a professional and positive manner at all times
• Willingness and ability for flexible work hours, including evenings and weekends

Equipment, Mental & Physical Demands

Equipment Used

• Computer
• Telephone
• Two-way Radio
• Office Equipment (copier, scanner, fax, etc.)
• Audio Visual Equipment (microphones, projectors, sound systems, etc.)

Mental Effort 

• Manage schedules that require multi-tasking
• Supervise staff
• Plan, organize and analyze
• Communicate frequently with staff and public
• Ability to listen and problem solve

Physical Requirements

• Operate a computer and basic office equipment
• Operate a motor vehicle
• Listen to and respond to inquiries via telephone callers or in-person at the service desk
• Standing, walking, sitting at desk
• Assisting with set-ups of tables, chairs, and other equipment
• Lifting, carrying, or moving up to 25 lbs. on occasion

Working Conditions

• Stationary desk work with interruptions
• Exposure to conditions that include loud noise and physical activity
• Occasional driving to and from city facilities and event sites
• Occasional exposure to all weather conditions