Customer Service Specialist I/II (Part Time)

Job Description:

Customer Service Specialist I/II (Part Time)

Description

Job Characteristics

***PART-TIME JOB OPPORTUNITY***

CUSTOMER SERVICE SPECIALIST I/II

The City of Concord is accepting applications for part-time community center Customer Service Specialists to support the Recreation Services Department. This recruitment will be used to fill current vacancies at Willow Pass Community Center and Centre Concord, and also establish an eligiblity list to fill future positions as they become available. Salary is negotiable based on experience:

• Customer Service Specialist I: $17.65 - $19.67/hour with one year of customer service experience
• Customer Service Specialist II: $18.54 - $20.98/hour with two years of customer service experience

Community Centers:
Customer Service Specialists will primarily be assigned to one of the following community centers, but may do intermittent hours at the other community centers on an as needed basis.

• Centre Concord, located at 5298 Clayton Road is one of the largest rental facilities in the East Bay. Our ballroom offers adjustable lighting, a portable dance floor and expansive staging, allowing you to create just about any atmosphere you desire for up to 400 guests. For something smaller, there are classrooms and meeting spaces to accommodate conferences, trade shows, fundraisers, receptions, and other gatherings. All positions are part time, limited service, and applicants must be available to work 9:00 a.m. - 4:00 p.m., Monday through Friday, approximately 15-20 hours per week.
• The Concord Senior Center is an amazing place for seniors to come together and enjoy activities, classes, programs and sports leagues. After hours, it operates as the ideal space for special events, such as holiday parties, weddings and business meetings. The Senior Center is located at 2727 Parkside Circle. All positions are part time, limited service and applicants must be available to work between 8:30 a.m. - 4:30 p.m., Monday through Friday, approximately 15-20 hours per week.
• The Willow Pass Community Center is a versatile venue for special events like weddings, birthdays, anniversaries, and retreats. It's also the location for in-person registration for all the programs in the City of Concord. Willow Pass Park is the home of the Concord Softball League, payless batting cage, pickleball courts, tennis courts, and an adult fitness park. The Willow Pass Community Center is located at 2748 E. Olivera Road. All positions are part time, limited service and applicants must be available to works between 9 a.m. - 4 p.m., approximately 15-20 hours per week.

What you will be doing:
Customer Service Specialists serve as the first point of contact for customers using the facilities, including greeting customers, registration for classes and events and responding to inquiries and complaints. They are also responsible for monitoring the use and care of facilities, to include room set-up and breakdown as well as light custodial duties.

The Customer Service Specialist I is distinguished from the II level in that it is the entry-level position in the series. The Customer Service Specialist II has learned to perform the duties of the Customer Service Specialist I with independence.

All positions are part time, limited service and must be able to work either mornings, or mornings and afternoons, Monday through Friday. Hours and schedule may vary.

SELECTION PROCESS
Submit a completed City of Concord application and the required supplemental question responses online at www.cityofconcord.org/jobs . As positions become available, qualified applications and supplemental responses will be competitively evaluated, and those candidates demonstrating the strongest qualifications will be invited to interview. Successful candidates will be provided a conditional offer of employment and must clear DOJ/FBI livescan.
Conviction History
If you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with the City of Concord.

Examples of duties include, but are not limited to

• Serving as the front line customer service representative
• Opening and closing the community center
• Walking customers through the premises prior to and after the event
• Providing coordination and support of facility operations
• Performing activities related to the processing and maintenance of activity registration and rental permits, including communication with customers over the phone, in person and via email
• Responding to questions, complaints and emergency situations, taking appropriate courses of action
• Ensuring timely completion of all paperwork and processes, facility scheduling, information development, and file maintenance
• Ensuring a safe and efficient environment by enforcing operating procedures
• Reporting inappropriate or unsafe practices
• Providing for maintenance needs, including compliance with health, safety and building codes
• Assisting in the set up and take down of equipment, tables and chairs, as needed
• Conducting light custodial work to ensure high standards of facility presentation, as needed

Qualifications

Knowledge of:

• Microsoft Office software including Word, Excel and Publisher
• Principles and processes for providing internal and external customer service including customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction
• The structure and content of the English language including the meaning and spelling of words, rules of composition and grammar

Ability to:

• Understand the implications of new information for both current and future problem solving and decision making
• Give appropriate attention to what other people are saying, taking time to understand the points being made and asking questions as appropriate
• Maintain appropriate attention to detail based on the complexity of work performed
• Shift back and forth between two or more activities or sources of information, and to work efficiently and accurately on tasks with interruptions
• Convey written and/or non-written information effectively, comprehending and understanding documentation and verbal or visual communications
• Adapt communications and behavioral styles appropriately in response to individuals and situations
• Use logic and reasoning to identify strengths and weaknesses of alternative solutions
• Provide high level customer service to internal and external customers including during high stress situations; seek out ways to help people
• Determine causes of operating errors and decide what to do to resolve them
• Quickly search and find information from resource systems, manuals and other documents and accurately and concisely convey such information orally and in writing
• Read, comprehend and retain information
• Learn custom facility reservation software
• Speak clearly, concisely and audibly
• Establish and maintain cooperative and effective relationships with those contacted in the course of work

CUSTOMER SERVICE SPECIALIST I

Education: Satisfactory completion of high school or equivalent
Experience: One year of customer service experience required

CUSTOMER SERVICE SPECIALIST II

Education: Satisfactory completion of high school or equivalent
Experience: Two or more years of customer service experience required

Other

The ability to speak and understand Spanish is highly desirable, but not required.

A California driver's license and a satisfactory driving record are conditions of initial and continued employment. Must be able to clear DOJ/FBI fingerprint clearance.

EEO/ADA: The City of Concord is an Equal Employment Opportunity (EEO) and Americans with Disabilities Act (ADA) compliant employer, committed to providing equal employment opportunity to all employees and applicants.
If you have a disability and require accommodations in the testing process, please contact Human Resources at 925-671-3308 or hrdept@cityofconcord.org prior to the final filing date.

FOR MORE INFORMATION REGARDING THIS POSITION:

• Centre Concord: Dario Sanchez, Recreation Program Coordinator at 925-671-3498 or dario.sanchez@cityofconcord.org
• Senior Center: Barbie Gary, Recreation Program Manager at 925-671-3074 or barbie.gary@cityofconcord.org
• Willow Pass Community Center: Jorey Scott, Recreation Program Coordinator at 925-671-3179 or jorey.scott@cityofconcord.org

This position is not eligible for benefits.

Salary:

$17.65 - $20.98 Hourly