New Job Customer Service Associate - Leddy Arena In Vermont

General Purpose
This position is responsible for providing Customer Service to the public for the Parks, Recreation and Waterfront Department. In addition this position is responsible for providing reception, facility financial and administrative support at Leddy Park Arena and to internal staff, plus administrative support to the Waterfront Division. This position serves as the CivicRec software specialist for the department.

Union: American Federation of State County and Municipal Employees (AFSCME).

Essential Job Functions

• Collect, enter and maintain data in multiple systems according to City protocol. This includes, but is not limited to facility reservation and program registration information, customer demographics, reports, payment details, reservation needs and special accommodations required.
• Maintain program registration database, cancelling and updating programs and program registrations, processing refunds and program change requests.
• Respond to public inquiries, requests for facility reservations and complaints regarding Parks, Recreation and Waterfront and other City services in a professional, timely and friendly manner. Refer more complex questions, complaints and concerns to Supervisor, other appropriate personnel or City department in a professional, timely and friendly manner.
• Maintain and update CivicRec software. Serve as point person for updates to registration and reservation software.
• Plan and execute trainings for CivicRec software across the department as needed.
• Provide backup support for other Department software as needed.
• Communicate directly with the public via phone calls, emails and in person about Department programs and initiatives, and educate the public regarding Department processes and perspectives.
• Communicate directly with staff, volunteers, community partners and the public as required.
• Update Department social media sites in order to ensure timely information related to programs, facility activities, events and water quality/beach closures.
• Provide reception and administrative support to Urban Park Ranger program staff.
• Receive and process payments for all programs including but not limited to cash, checks, credit card payments, etc. Reconcile and report payment information to Clerk/Treasurer’s Office through appropriate software.
• Track and bill accounts receivable for Arena program registrations and reservations.
• Maintain daily facility schedule.
• Prepare individual ice schedules for Arena customers.
• Prepare fiscal year end reports for Clerk/Treasurer’s Office documenting prepaid revenues, Pro Shop inventory, and other reports as needed.
• Carry out basic trouble shooting for all office equipment, not including computers, or contact appropriate vendor for timely repairs.
• Maintain office and postage supply inventory and ensure appropriate levels of supplies on-hand for daily and other use.
• Receive, sort and distribute all incoming Arena mail to appropriate personnel.
• Provide administrative support to Parks, Recreation and Waterfront staff as directed, including but not limited to document processing, filing, notifying the public of venue, time, changes for events, etc.
• Act as liaison for program participants, skating instructors and Arena staff.
• Receive and data enter all pro shop inventories into the point-of-sale program, stock and display inventory.
• Provide sales assistance to pro shop customers, sharpen and maintain rental skates.
• Perform point-of-sale transactions using computerized cash register and credit card machine.
• Assist with preparation and execution of special events.
• Format, type and proofread program flyers, brochures, mailings to program participants, correspondence, program press releases and schedules, copy and distribute as necessary.
• Attend staff and department meetings, as required.

Non-Essential Job Functions:

• Performs other duties as required.

Qualifications/Basic Job Requirements

• Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities and work effectively across diverse cultures and constituencies.
• Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional development.
• Proof of COVID-19 vaccination required, reasonable accommodations will be considered.
• High school diploma or equivalent and two (2) years’ of experience in an administrative environment with an emphasis in customer service required.
• One or more years in Parks and Recreation field preferred.
• Knowledge of ice skating facilities operations preferred.
• Must be able to work independently and as part of the customer service team in a fast paced, complex, detail-oriented office environment that features many repetitive tasks and deadlines.
• Ability to handle multiple tasks simultaneously, work under pressure, and adhere to schedules required.
• Ability to interact professionally and respectfully with co-workers, members of the public, and elected officials, in person, by telephone and through email. Must provide customers with prompt and courteous service.
• Must be able to operate standard and computerized office equipment.
• Must be able to occasionally work overtime, nights and weekends.
• Ability to work in an outside environment in all weather conditions.
• Ability to obtain and maintain a valid State driver’s license.
• Experience entering and generating reports in recreational and facility maintenance software programs preferred.
• Ability to operate in a Windows based operating environment using word-processing, spreadsheets and specialized database software required.
• Ability to handle numerous phone calls and multi-task in a busy office environment.
• Ability to handle large sums of money.
• Ability to communicate effectively both orally and in writing.
• Ability to provide courteous and professional customer service.
• Regular attendance is necessary and is essential to meeting the expectations of the job functions.
• Ability to understand and comply with City standards, safety rules and personnel policies.

Additional Information
Promoting a culture that reveres diversity and equity.
The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services.
In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.
Applications for our employment opportunities are only accepted online through our Government Jobs website.
For accessibility information or alternative formats, please contact Human Resources Department at 802-540-3057 or [email protected].

The City of Burlington is proud to offer full time employees a comprehensive benefits program that includes:
Medical/Dental Insurance Coverage
Prescription Drug Coverage
Flexible Spending Programs
Short-Term Disability Insurance
Paid Leave (Sick and Vacation)
Pension Plan
Contributory Retirement Plan
Life Insurance
Employee Assistance Program
Discounted Gym Memberships
Education benefits through Champlain College
Employee Assistance Program
Wellness Bonus Program
Local Resort Discounts
Subsidized Transportation Options

For additional details please visit https://www.burlingtonvt.gov/HR

Location: 645B Pine Street,Burlington,VT, Burlington, VT

Job Type: Full-time

Work Location: Multiple Locations