Customer Experience Operations Manager Jobs in DeKalb, IL

Description
TitleCustomer Experience Operations AssistantDepartmentLockwoodStatusSeasonalWork LocationLockwood ParkReports ToGeneral Manager Lockwood Park Wage$17/hourPosition DescriptionProvides on-site, seasonal customer service and operational support at Lockwood Park. As a key front-facing team member, this role greets visitors, registers participants for programs (such as trail rides, camps, and special events), handles transactions, and supports daily office and event operations. The position works closely with and takes daily operational direction from the full-time Customer Experience Operations Coordinator to ensure a welcoming, efficient, and positive customer experience at the Perks Family Equine Center and Lockwood Park.
ROCKFORD PARK DISTRICT VISION, MISSION AND LEADERSHIP BY VALUESAgency VisionTo be the best urban parks and recreation system in North America, as measured by national standards and the citizens we serve.Agency MissionThe Rockford Park District is in business to "help people enjoy life" by providing a quality park and recreation system.Vision & Planning SystemThe District aligns itself and all its resources to achieve its purpose, vision, mission, and priorities. This successfully drives the strategic plan, operational plans, and performance goals.Policy Management & Operations SystemEvery team member serves as an active contributor in the development of the team's operational plan; develops job strategies and plans that support the team's operational goals; identifies timetables for completion; plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks.Leadership by Values SystemLeadership by Values can only be achieved if all team members believe in and live by these shared values: accountability, integrity, passion, agility, relationship oriented, results driven, service oriented, respectful, and innovative. While all team members share these essential values, our culture is enriched by and welcomes the diverse supporting values of its team members.Diversity, Equity, Inclusion and Belonging StatementThe Rockford Park District is committed and accountable to being a place where everyone is invited and belongs, as demonstrated by being an inviting, equitable, and inclusive environment, respectful of all people, embracing diversity, creating accessibility and valuing all team members, partners and community members for their unique experiences and backgrounds.
RELATIONSHIPS TO RESULTS CULTUREDefinitionSustained by long-term, positive, exceptional relationships with stakeholders and team members as our hallmark of success.
ONE TEAM, ONE GOAL COMMITMENTDefinitionTo work together to achieve the mission, vision, and shared values of the Rockford Park District.ConnectednessDepartments are truly interconnected to support the mission and vision of the Rockford Park District.
ESSENTIAL FUNCTIONS include the following. Other duties may be assigned
Leadership by Values

• Establish and maintain a high level of citizen confidence.
• Demonstrates the principles of One Team, One Goal in daily interactions with staff and guest.
• Establish and maintain exceptional relationships with internal team members and external stakeholders.
• Support and ensure a culture of diversity, equity, inclusion and belonging exists in all areas of the Park District.

Customer Experience

• Warmly welcome and assist all visitors to Lockwood Park, providing a stellar first impression at the Perks Family Equine Center and related programming areas.
• Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries regarding programs and facility guidelines, transfer calls, and relay messages accurately.
• Monitor and respond to general email and voicemail requests, ensuring timely follow-up.
• Resolve customer concerns quickly and effectively to ensure total satisfaction, referring complex or escalated issues to the Customer Experience Operations Coordinator or
• Program & Operations Manager as needed.
• Maintain the cleanliness and upkeep of the office, lobby, reception desk, and public service areas to present a neat and welcoming environment.

Operational Excellence

• Process customer registrations for Lockwood Park programs, including trail rides, pony rides, riding lessons, camps, and seasonal activities using RecTrac software.
• Book shelter reservations, group tours, and coordinate scheduled programming bookings.
• Sells admission tickets, passes, and retail merchandise at the reception area.
• Follow Rockford Park District cash control procedures exactly, including preparing cash till sheets, completing daily cash reports, and reconciling transactions.
• Assist with fee assistance requests and payment plans under the guidance of the Coordinator, collecting required documentation and verifying completeness.
• Ensure secure collection, handling, and transmission of sensitive customer data, including credit card transactions and household accounts.
• Assist with updating daily programming schedules and calendars for Lockwood Park activities.
• Coordinate and distribute registration materials, brochures, and waivers to program staff, parents, or participants.
• Generate and compile basic reports from RecTrac (such as attendance rosters and registration lists) as requested by the Coordinator or Manager.
• Provide coordination and cashiering support for Lockwood Park special events, tournaments, and weekend programming.
• Operate standard office equipment including copiers, fax machines, and voicemail systems.

Compliance

• Maintain a working knowledge of department safety procedures and follow PDRMA guidelines.
• Attend safety training programs, educational in-services, and department meetings as required.
• Maintain comfort and awareness while working near animals (horses, farm animals) at an outdoor facility.
• Report all accidents, incidents, and unsafe conditions to the Supervisor immediately and complete incident reports accurately.
• May receive, prepare, handle and store confidential personnel information; maintains strict confidentiality.

Requirements
Education/Experience
High School diploma or GED and prior customer service, cashiering, or clerical experience is highly preferred.
Critical Skills, Knowledge, and Abilities
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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Strong communication skills-written, oral, and interpersonal.
• Good computer skills and comfort with or ability to learn database systems (e.g., RecTrac).
• Good organizational skills with high attention to detail.
• Commitment to follow administrative and cash control procedures exactly and in the correct order.
• Ability to handle multiple tasks simultaneously in a dynamic, high-traffic customer service environment.
• Ability to establish and maintain effective working relationships with other Park District employees, volunteers, and the general public.
• Basic mathematical skills for processing transaction payments, refunds, and cash reconciliation.
• Willingness and flexibility to work variable seasonal hours, including mornings, evenings, weekends, and holidays (flexible scheduling between 5:00 AM and 11:00 PM based on facility and event needs).
• Bilingual skills are preferred.

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Sedentary Work: Involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally. May lift up to 10 to 30 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• This position is works primarily in an office setting.

Benefits
The Rockford Park District offers an extensive benefits package designed to support employees' health and wellness, financial security, and overall work-life balance. Key highlights include:
Health & Wellness

• Health Insurance: Choose from three PPO Plans administered by BlueCross/BlueShield of Illinois, including a High Deductible Health Plan (HDHP) with an option for a Health Savings Account (HSA).
• Dental Insurance: Coverage through BlueCross/BlueShield, with a $2,000 individual annual maximum.
• Vision Insurance: Provided by EyeMed, offering discounts on frames, lenses, and other vision services.
• Wellness Program: Empower Health Services offers a variety of programs and resources to support employee well-being, including wellness challenges and health resources.
• Employee Assistance Program: Confidential counseling and support for personal and work-related challenges through SupportLinc.

Financial Security

• Retirement Plans: Illinois Municipal Retirement Fund (IMRF) pension with voluntary additional contributions & optional 457(b) deferred compensation.
• Life Insurance: Employer-paid life & AD&D (2x salary, up to $300K) plus optional voluntary coverage
• Critical Illness & Accident Insurances: Provides financial support by covering out-of-pocket costs for covered critical illnesses and offering optional accident insurance for additional protection.
• Tax-Free Accounts: HSA (with HDHP) & FSA for medical and dependent care expenses
• Employee Crisis Fund: Provides financial assistance of up to $2,500 for unforeseen emergencies such as medical crises, loss of a primary residence, or a family tragedy. Repayments are made through bi-weekly payroll deductions with flexible terms.

Paid Time Off: Vacation, Sick Leave, Holidays, Personal Days, Bereavement, and various leave programs.
Additional Perks

• Employee Participation Program: Use for District programs or passes including: Nicholas Conservatory & Gardens, Golf Membership, or up to $400 on a card to use throughout Park District facilities.
• Exclusive Discounts: Local partners, safety shoe reimbursement, and more
• Unique Benefits: Legal, identity theft, and pet insurance options

This robust benefits package reflects the District's commitment to fostering a supportive and rewarding workplace.