Customer Service Specialist

The City of Bellevue is currently seeking a Customer Service Specialist for the Highland Community Center (HCC). HCC features a gym, fitness center, multipurpose room with a stage, classrooms, and a fireside room. At peak times, HCC is a busy facility with a variety of activities occurring simultaneously. The city is seeking a mature and trustworthy individual that enjoys working independently and in a multifunctional environment. This position reports to the HCC Manager but works closely with the Administrative Assistant.
 
Hours: 20- 25 hours/week. Primarily day shift. Will work one night per week. 

Performs duties and responsibilities commensurate with assigned functional area which may include any combination of the following tasks:

• Represent the City in a positive manner and provide quality customer service to the public.
• Answer and route incoming calls.
• Collect admissions fees and register patrons using a registration system.
• Handle payment transactions, which will include cash, checks, and credit cards.
• Assume responsibility for shift reports and accountability of funds.
• Complete reports accurately and in a timely manner.
• Communicate clearly and provide accurate information to the public.
• Set up/ take down for programs as needed.
• Inform patrons of rules and policies of the City of Bellevue.
• Assist with cleaning the office and other areas of the facility as assigned.
• Report any damage, incidents and injuries using appropriate forms.
• Work with other employees to provide safe conditions for the public.
• Report any unsafe situations or conditions.
• Respond to emergency situations.
• Attend scheduled staff trainings as assigned.
• Adhere to safety procedure protocol and safety standards.
• Other duties as assigned. 

Knowledge, Skills, Abilities and Competencies

• Skill in providing customer service in a busy environment and in handling multiple tasks. 
• Skill in handling conflict and in dealing with emergency situations.            
• Skill in working with diverse groups of people in a tactful, effective, and respectful manner.      
• Skill in solving problems and in using tact, patience and courtesy when working with others.   
• Skill in establishing and maintaining effective working relationships with staff, the community and program participants.       
• Ability to provide information about parks, recreation and community services programs, activities, and services and to communicate effectively, in person, via email, and over the phone.            
• Ability to handle emergency situations. 
• Ability to work with cash and make change.         
• Ability to follow instructions, written and verbal.               
• Ability to use a computer to enter and track data, process payments, research information and communicate program details to participants. 
• Ability to work various schedules including mornings, afternoons, evenings,         
• Ability to enforce facility rules, policies, guidelines, and safety standards. 

Education, Experience, and Other Requirements

• High school diploma or GED; college level coursework preferred. 
• At least one year of prior customer service or recreation related experience.   
• Proficient with Microsoft Suite (Excel, Word).

Core Competencies

• Customer Focus: We are focused on the needs of the customer, and on developing strong relationships with our customers.
• Instills Trust: Through authenticity, integrity, and honesty, we gain the trust and respect of all of those with whom we work.
• Communicates Effectively: We understand the need to develop multimode forms of communication to address the needs of customers.
• Cultivates Innovation: We are focused on generating new and creative ways for our organization to be successful.

Physical Demands
The physical demands and work environment described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls and reach with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.
• The employee may be required to push, pull, lift, and/or carry up to 30 pounds.
• The noise level in the work environment can vary and is usually moderate
• Able to perform duties involving physical labor, such as bending, kneeling, standing, reaching, climbing, stooping, squatting, pushing, and twisting.
• Ability to assist during emergency situations. 

This is a variable, non-exempt, non-union position.

Definition of a Variable Employee:

• Average weekly hours cannot be determined at date of hire.
• Hours may vary from week to week and are anticipated to be 28 hours per week or less.
• NOTE: Will be considered full-time and eligible for medical coverage if hours average 30 hours per week or more over a 12-month measurement period (or 130 hours per month).