Coronado Fitness Center Customer Service

Job Title: CFC Customer Service Representative

Department: Recreation

Reports To: Coronado Fitness Center Operations Coordinator

FLSA Status: non-exempt

Pay Grade: 02

Approved By: Director, Parks & Recreation

Approved Date: 11.01.2023

SUMMARY Checks in and receives payment from customers. Sells additional services, memberships, and merchandise. Assist in verifying eligibility and enrolling customers in our insurance reimbursement program. Building sustainable relationships with customers by identifying customer needs, informing them, and asking for feedback to keep them actively engaged using our facility. Managing large amounts of inbound and outbound calls in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Represent in conduct and on phone the POA in a positive and courteous manner. Requires a pleasant personality and positive and upbeat attitude.
2. Strong phone and verbal communication skills along with active listening
3. Customer focus and adaptability to different personality types
4. Typing and word processing skills
5. Ability to multi-task effectively in a busy work environment in a calm and friendly manner.
6. Basic computer skills. Ability to send, and receive email. Basic knowledge of Microsoft Word and Microsoft Excel
7. Respond to inquiries by providing clear and appropriate information. If you cannot answer direct to the appropriate supervisor.
8. Have a thorough knowledge of rules, emergency action plan, regulations, and facility use.
9. Have knowledge of facility schedules, classes, fees, and upcoming events.
10. Assist with inquiries, properly enrolling and verifying eligibility for insurance reimbursement programs.
11. Ensure the safety of patrons and staff through accident prevention and safety policy, enforcing all facility and recreation location rules and regulations.
12. Make change, check in customers at the desk, collects fees, and accounts for all transactions.
13. Perform credit card transactions, sell CFC memberships, gift cards, and merchandise, and maintain records pertinent to each.
14. Responsible for maintaining and balancing cash drawer and local bank. Records amounts received and prepares reports of transactions.
15. Keep the lobby supplied with appropriate and updated schedules and brochures.
16. Perform daily housekeeping tasks in the lobby.
17. Maintain a safe, clean amenity/facility always.
18. May be required to drive a POA vehicle or personal vehicle while conducting business.
19. Available and willing to work mornings, evenings, weekends, holidays, and POA recreation events.
20. Regular attendance is required.
21. Any other related duties as assigned by the Supervisor.
22. Report to the supervisor any safety materials, supplies, or maintenance concerns.

QUALIFICATIONS: 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.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Basic computer skills are needed. Exceptional customer service skills are necessary. Participate in workshops and trainings and annual CPR trainings.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS: 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. May be required to stand for long periods. Must be able to bend and reach across the counter.

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 essential functions.

While performing the duties of this job, the employee is regularly exposed to wet and/or humid conditions. The noise level in the work environment is usually moderate.