Customer Service Representative
Seattle Parks and Recreation (SPR) is a national leader and innovator in the services and programs we provide to our residents who enjoy our public spaces such as parks, community centers, specialty gardens and swimming pools. Our mission is providing welcoming and safe opportunities to play, learn, contemplate, and build community and promote responsible stewardship of the land. We promote healthy people, a healthy environment and strong communities. Delivering excellent customer service to each visitor and participant is a core value.
Equity & Inclusion:
Seattle Parks and Recreation commits to advancing equity and social justice in our department and in every neighborhood by growing a dynamic and diverse workforce, developing strong investments, growth opportunities and beneficial partner strategies as we acknowledge and pledge to close disparities created by historical practices which often hindered workforce development, environmental justice, access to quality open spaces, programs and facilities. #OneSeattle
SPR offers an amazing array of career opportunities. Regular employees enjoy competitive pay and benefits packages, generous leave programs, and the satisfaction of doing work that helps make Seattle a great place to live, work, and play.
The Business Systems and Customer Service Unit (BSCSU) is currently seeking qualified applicants to fill three full-time (40 hours per week) Customer Service Representative (CSR) position s . The BSCSU main role is to link SPR's Services to its diverse customers. The BSCSU provides an accessible means for conducting city business, as well as building community by providing the opportunity for meaningful customer interactions.
The CSR team consists of four CSR's and 2 Sr. CSR's who report to the CSR Supervisor.
- Serves as the first line of contact for members of the public. Answers a variety of questions, concerns and complaints related to SPR and city-wide issues. Refers unresolved issues to appropriate personnel for dispositioning and/or follow-up as required.
- Provides excellent customer service using phone, email and in person communication.
- Performs customer service, conflict resolution and de-escalation with diverse members of the public including people with English language barriers, people with hearing impairments and other disabilities.
- Assists customers in identifying City-Wide Recreation programs, activities, and services to fit their needs and interests. Customer Service Representatives serve as the connection point to all offerings that Seattle Parks and Recreation provides.
- Collects payments, provides receipts, completes daily financial reports, prepares bank deposits and accounting records.
- Adheres to department, city, and state policies and procedures with respect to cash handling, payment cards, and secure financial and personal information.
- Provides support to ACTIVE users regarding registrations, facility reservations, scholarship processes, payments and payment plans.
- Research and retain information to respond effectively, accurately, and timely to customer requests and complaints.
Requires a minimum of one year of clerical experience involving customer service, public contact and/or experience in a billing process (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class).
Successful candidates will also demonstrate the following experience, skills, and abilities:
- Three or more years of customer service experience.
- Experience working with diverse customers and providing excellent customer service.
- Ability to provide kind and empathetic customer service to diverse populations in a fast-paced environment .
- Demonstrates strong cultural sensitivity skills when engaging customers and coworkers.
- Knowledge of operation for a computerized cash handling and registration system or a strong aptitude for computer learning.
- Willing and able to learn new concepts and procedures, with the ability to handle stressful situations with a positive attitude.
- Ability to work independently as well as a strong team player that demonstrates reliability, engages in problem solving, understands constructive communication and exhibits care and commitment to their work.
- Proficiency in using Microsoft office products including Excel, Outlook, Word and SharePoint.
- Experience using Active Net or other computer-based registration and entry software.
- Strong math aptitude and excellent verbal communication skills.
- Knowledge of the department's programs, services, and lines of business as well as customer service operations , policies, and procedures .
- Experience using Softphone software or computer telephone software.
- Proficiency in English with the ability to speak a second language.
The full salary range for this position is $28.31 - $31.70 hourly.
Please submit the following with your online application:
- A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement
- A current resume of your educational and professional work experience.
Who May Apply : This position is open to all candidates that meet the qualifications. Seattle Parks and Recreation values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle Parks and Recreation encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.
Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle's Fair Chance Employment Ordinance , SMC 14.17 and the City of Seattle Personnel Rule 10.3 . A driving history review may be conducted in compliance with SMC 4.79.020 . Applicants will be provided an opportunity to explain or correct background information.
The City of Seattle offers a comprehensive benefits package including vacation time, 12 paid holidays, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans .
Want to know more about Parks and Recreation? Check out our web page: Seattle Parks and Recreation - Parks | seattle.gov
SPR's Core Competencies are:
Accountability & Action: Holding yourself accountable for achieving goals, completing tasks, and delivering quality work. Demonstrating thoughtful initiative in actions and decision-making and promoting high quality standards.
Equity and Inclusion: Supporting the goals of the Race and Social Justice Initiative and the City's commitment to workforce equity.
Communication: Sharing and exchanging information and ideas with people in a variety of ways to help them understand and remember the information.
Service: An ongoing commitment to base decisions and actions on the needs and priorities of the City.
Teamwork: Participating as an engaged member of a team to achieve group goals. Effectively working with internal and external people to complete tasks and achieve work group goals.
The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.
More information about employee benefits is available on the City's website at:
"Most" Employees Plans - Human Resources | seattle.gov
Closing Date/Time: 11/21/2023 4:00 PM Pacific