Customer Support Specialist - Recreation - Town of Concord, MA : Job Details

Customer Support Specialist - RecreationStarting salary range: $26.78 - $32.00/hr, depending on qualifications and experience. This is a full-time position, with a complete benefits package.Applicants will be reviewed on a rolling basis and accepted until the position is filled.All applications will be reviewed, and the most highly qualified candidates will be invited to one or more interviews and/or other assessments. Applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.Appointment of the final candidate will be contingent upon the results of pre-placement conditions including criminal and credit history checks, as well as a drug screening.Costs of these pre-placement requirements will be borne by the Town.The Town of Concord, MA is an EEO Employer.We value diversity and welcome candidates of all backgrounds to apply.Department:Human Services- RecreationSalary Grade:2Reports To:Management Analyst-RecreationFLSA Status:Non-ExemptAppointed By:Town ManagerDate:December 2024GENERAL SUMMARY:Under the general supervision of the Management Analyst, performs administrative and customer service work in the processing of all applications for recreation center programs. Responsible for maintaining and improving upon the efficiency and effectiveness of all areas under the direction and control of the position.Performs varied and responsible duties requiring a thorough knowledge of departmental operations and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures.Incumbent is called upon to handle a significant amount of details, each varying from the other in substance and content, requiring incumbent to approach workload with flexibility. ESSENTIAL JOB FUNCTIONS:External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.Acts as first point of contact for public inquiries regarding all Recreation Department programs and services; answers phones, redirecting calls and emails, answers questions, provides information and directions; directs queries to other staff members and/or other sources of information as appropriate. Maintains Department protocols when assisting with program registrations walk-in and/or call-in customers. Processes funds received from program registrations, processes cancellations, and add/change requests.Maintains accurate database (MyRec software) and updates information as needed or directed. Handles cash, check and credit card transactions, records detail of funds received on appropriate backup sheets(s).Processes and routes incoming mail daily, responding appropriately to matters not requiring the personal attention of management.Maintains and updates office area notices, brochures, and other materials, ensuring they are up to date, neatly displayed, and restocked as needed.Monitors declined/suspended payments for installment billing for school year programs and is the initial contact to resolve payment issues, bringing unresolved payments to the attention of the Childcare Services Manager.Works with the Management Analyst to ensure timely collection of accounts receivable via phone, email, and mailings, and subsequently reports discrepancies or issues.Maintains facility reservation calendars and works with Program Managers to assure that all events are scheduled and accurate.Monitor key control logs, office supplies logs, maintenance/communication logs, etc.Performs other basic office functions such as greeting visitors; typing correspondence, memorandums, and meeting notices; filing; maintaining records and databases; photocopying; scheduling; etc.Acts as an assistant to other Recreation Department staff as needed, performing tasks at their request.May fill in for Office Assistants and/or other Customer Support Specialists as necessary. May assist in the training of Office Assistants.Performs special projects and related responsibilities as initiated and requested.Performs other related duties as required, directed or as the situation dictates.Regular attendance and punctuality at the workplace is required.SUPERVISORYRESPONSIBILITY:None.EDUCATION & EXPERIENCE:Associate's Degree or two-year college certificate plus six months of office/administrative experience; or any equivalent combination of education and experience.Experience working with Recreation Software (i.e MyRec) is a plus.KNOWLEDGE, SKILLS & ABILITIES:Excellent interpersonal skills; ability to communicate effectively both verbally and in writing; ability to effectively deal with all members of the public in a courteous and tactful manner; ability to establish and maintain good working relationships with coworkers.Working knowledge of office procedures, practices and terminology.Basic knowledge of bookkeeping techniques.Ability to work with a high level of detail, to prioritize multiple tasks, and to deal effectively with interruptions; ability to change direction and rearrange tasks according to deadlines and circumstance. WORKING CONDITIONS & PHYSICAL DEMANDS:External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.Normal office environment, not subject to extreme variations of temperature, noise, odors, etc.Majority of work is performed in a moderately noisy work environment, with constant interruptions.Frequently subjected to the demands of other individuals and the volume and /or rapidity with which tasks must be accomplished. Operates computer, printer, video display terminal, typewriter, calculator, telephone, copier, facsimile machine and all other standard office equipment requiring eye-hand coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required.The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.