Must be able to work a varied schedule to include daytime and evening hours as well as weekends.

**This is a part-time position and is ineligible for benefits.
 

JOB SUMMARY

Responsible for providing assistance and support in the administration of delivering quality customer service. This position performs duties that include in-person, over the telephone, and written customer communication. A level of integrity, dependability, and a strong sense of urgency with proven results is expected.  Responsibilities include but are not limited to: creating first and last impressions with customers, answering phones, corresponding with customers, providing facility tours, and using a computerized registration system with cash handling operations.  Must have a comfort level working directly with the public. This position also provides assistance and support in the supervision of recreation programs, rentals, and facility operations.

The Customer Service Leader must be highly motivated and strive for success by demonstrating Little Elm’s Core Values of Integrity, Customer Service, Efficiency, and Innovation.

ESSENTIAL JOB FUNCTIONS  

1. Promptly meets and greets The Cove customers, ensures the efficient operation of the front desk area, and provides courteous and efficient service. Maintains friendly customer service in all situations.
2. Prepares rooms and cabanas for parties and rentals by cleaning, arranging furniture, and setup of proper party supplies.
3. Assist guests with serving food, distributing party favors, and other various tasks.
4. Monitors The Cove™ activities and rentals for participant compliance with health and safety rules.
5. Maintains inventory of supplies and equipment.
6. Adheres to all written mandatory standards of operation, policies, procedures, manuals, memos, and oral instructions.
7. Promote facilities, programs, and services when in contact with members and guests.
8. Enforces facility policies and procedures promptly and courteously.
9. Will take on customer service issues that arise prior to upper management involvement. Will be the primary contact to provide background details if an issue does require upper management assistance. Will keep thorough documentation for all incidents.
10. Utilizes recreation management software to enroll participants in memberships, services, programs, and events, as well as to book facility reservations, and maintain customer databases. Trains staff to do the same.
11. Ensures assigned areas are cleaned and maintained at all times.
12. Responsible for new hire training on shadowing shifts of all new employees.
13. Assists with implementation of special events; works special events and/or after hour rentals as needed.
14. Attends required inservice and training.
15. Assists in responding to email/phone inquiries about party rentals and cabanas.
16. Responsible for collecting party detail forms and emailing/calling parties to collect any additional information as needed weekly.
17. Submits pizza orders weekly for birthday parties. Submits pizza orders for field trips and buyouts as needed.
18. Responsible for creating party name signs weekly.
19. Responsible for oversight of party rooms at end of shift and restocking all party supplies each day.
20. Responsible for uploading party name signs onto the Jumbotron weekly.
21. Assists with programming, rentals, special events, and sponsored Town of Little Elm activities, including set up and cleanup. This may include tabling events at other venues to promote the Cove to the public with the assistance of management or our marketing team.
22. Prepares and serves Dippin’ Dots while following all food safety, cleanliness, and sanitation standards.
23. Follows deep cleaning procedures for the Dippin’ Dots cart and surrounding area.
24. Takes inventory for Dippin’ Dots as needed.
25. Encourages staff in following rules, policies, expectations, and standards.
26. Ability to issue refunds for customers if needed with approval of the MOD.
27. Performs other related duties as assigned or required.
28. Operates under the Town’s four core values of Integrity, Customer Service, Efficiency, and Innovation.

EDUCATION/TRAINING/EXPERIENCE

High School diploma or GED equivalent preferred and have six (6) months customer service or public contact experience, or equivalent combination of education and experience.

LICENSES OR CERTIFICATES

1. Must have the ability to obtain CPR and AED certifications within six months from date of employment.
2. Must be bondable.
3. Must have a valid Texas Driver’s License or reliable transportation to and from work.

LANGUAGE SKILLS

1. Ability to read, write, and speak English fluently.
2. Ability to respond to common inquiries or complaints from customers, regulatory agencies or authorities or members of the local business community.

OTHER SKILLS, ABILITIES & REQUIREMENTS

1. Knowledge of customer service practices and procedures.
2. Knowledge of computers and related equipment, hardware and software.
3. Knowledge of Town policies and procedures.
4. Knowledge of money handling practices and procedures.
5. Ability to work in a team environment; contribute as a team member and treat co-workers and customers with respect.
6. Skill in oral and written communications.
7. Skill in monitoring departmental health and safety policies and procedures.
8. Skill in resolving customer complaints and concerns.
9. Skill in implementing departmental rules, procedures and objectives.
10. Regular and consistent attendance for the assigned work hours is essential.

REASONING ABILITY

1.  Ability to interpret a variety of instructions furnished by management in written, oral, diagram, or schedule form.

2.  Ability to comprehend complex policies, procedures, regulations, and organizational structures.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to operate various machines and/or equipment; and reach with hands and arms.  The employee frequently is required to talk and hear.  The employee is occasionally required to stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to fifty (50) pounds and be able to push and pull up to seventy-five (75) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT              

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job.  Primarily office environment. Some outdoor environments with potential exposure to adverse weather conditions.

E.O.E.  The Town of Little Elm does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services.