CUSTOMER SERVICE COORDINATOR na Addison Park District

Job title: Customer Service Coordinator

Department: Recreation

Reports to: Club Fitness Manager and Member Services Supervisor

Job Class: Extended Part-Time, IMRF Eligible

Work hours: Monday-Friday up to but not to exceed 29 hours per week

Compensation: $19- $20 per hour, DOQ

Position Summary

Under the direct supervision of the Club Fitness Manager and Member Services Supervisor, the Customer Service Coordinator is responsible for overseeing the daily operations of the front desk and ensuring the smooth execution of the registration process at Club Fitness. This role includes scheduling and training registration staff, providing guidance and support for all front-desk functions, and serving as a key resource to ensure consistency and efficiency. The coordinator also assists with the organization and processing of program and membership paperwork, while supporting critical operational tasks such as registrar scheduling and payroll, cash handling, and coordination of pool chemical reporting. The ideal candidate will bring strong administrative expertise, a proactive approach to problem-solving, and a customer-first mindset to deliver exceptional service to all patrons.

Essential Duties and Responsibilities

• Lead and schedule part-time front desk staff; provide ongoing training and support.
• Oversee registration processes for programs, memberships, rentals, and events using the Park District recreation management software.
• Manage the collection and reconciliation of all cash registration revenue; maintain accurate financial records and prepare bank deposits daily.
• Serve as the point of contact for customer inquiries and concerns; ensure issues are resolved promptly and professionally by channeling each case to the correct supervisor or manager in a timely manner.
• Perform or coordinate the reading and recording of pool chemical testing; assist with training and continuously communicate with fitness staff to ensure proper reading and recording as scheduled.
• Assist with payroll process performing bi-weekly timecard approvals for registration staff, verify hours worked, and submit approvals accurately and timely.
• Assists the department manager in the performance evaluation processes for registration staff, interviewing department candidates as requested, and being the first point of contact for concerns from registration staff.
• Trains new Club Fitness registrars as part of the onboarding process. Evaluates any training needs of current staff and conducts, or schedules necessary training as needed.
• Provides general administrative support for Club Fitness, including ordering registration supplies and postage, assisting with departmental mailings, maintaining filing systems, and supporting additional tasks as assigned by administrative staff.
• Develops in-depth knowledge of the recreation software system to effectively train registration staff, assist with system-related questions, and manage all necessary program setup and data entry.
• Ensure front desk staff follow established policies and procedures related to safety, dress code, emergency protocols, and customer service standards.

Additional Duties and Responsibilities

• Provide on-site support during special events and seasonal registration periods.
• Adheres to all policies and procedures outlined in the Policy and Procedure Manual, Personnel Policy Manual, and Safety Manual.
• Assist in developing standard operating procedures for customer service operations and training manuals.
• Reports on any problems or concerns to the Member Services Supervisor or General Manager.
• Contribute to the improvement of service delivery and operational efficiency by recommending system or process enhancements.
• Promotes a positive and respectful work environment.
• Serve as acting point person for the department in the absence of the Members Services Supervisor.
• Successfully completes all mandatory training and certifications as assigned.

Required Qualifications

• High school diploma or equivalent required.
• Minimum of 2–3 years of experience in registration, customer service, or administrative support; supervisory experience preferred.
• Experience with RecTrac, recreation software, is strongly preferred.
• Demonstrated ability to handle sensitive personal and financial data and maintain accuracy in reporting.
• Basic understanding of pool operations and/or willingness to learn chemical reading procedures.
• CPR/AED and First Aid certification (or ability to obtain within 6 months of hire).

Competency

• Ability to understand and represent Park District philosophies when interacting with governmental agencies, community organizations, private entities, and the general public.
• Ability to build and maintain positive, cooperative relationships with colleagues, patrons, community groups, and other local government bodies.
• Ability to thrive in a team-oriented environment and actively contribute to a positive, collaborative workplace culture for both internal staff and external patrons.
• Proficiency to read, write, and communicate effectively in English.
• Ability to communicate clearly and appropriately in a variety of settings, including one-on-one interactions or teams.
• Ability to maintain professionalism, self-control, and composure on challenging situations.
• Bilingual in Spanish and English is preferred but not required.

Working Conditions & Physical Requirements

• Work area is both indoors, in a smoke-free environment with controlled temperature and fluorescent lighting, and outdoors at all park district locations with frequent interactions with the public.
• Must be able to sit, climb, stand, stoop, kneel, walk, stand, bend, reach, drive and lift up to 25 lbs.
• Occasional evening or weekend hours may be required during special events.
• May be exposed to pool environments when training or performing chemical readings.
• May be exposed to varying and occasionally extreme weather conditions while supervising staff or participating in work-related outdoor activities.
• Exposure to noise distractions from employees, patrons or equipment operation.