Customer Service Representative

Salary Range

Job Summary

Job Details

Essential Functions:

• Prepare and process drop-in registration transactions to Park, Recreation & Cultural Service programs, rental, events and activities.
• Act as a receptionist; greet, direct and assist the public with general inquiries. Act as the first point of contact when customers inquire about our recreation services and direct them to meetings and other events. Answer their questions about the service we provide or direct them to co-workers and management when appropriate.
• Verify residency for application of appropriate fees; determine eligibility for use of scholarships funds and apply and register for programs; refund or credit accounts utilizing established refund policy and procedures.
• Process journal vouchers to correct bills and payments; authorize credit extensions for customers with past due bills; verify payment of bills and current service status; perform credit and collection duties.
• Perform a variety of general clerical duties including typing and proofreading a variety of documents, maintaining files and records, inventory and maintaining office supplies, process and distribute incoming mail.
• Conduct audit of accounts to find discrepancies for follow-up by field or other program staff.
• Prepare bank deposits and maintain deposit records adhering to the city’s financial retention requirements. Prepare the overall front desk bank deposit from all receipts that day.
• Initiate an emergency response from the front desk. The first point of contact for customers and staff who are involved in an emergency or see an urgent situation in the building.
• Perform other duties and responsibilities as assigned.

Qualifications

Experience and Education

Experience:

• One (1) year of related experience in customer service including the maintenance of customer or other formal records, cashiering, and/or operation of a cash till.

Education: 

• Equivalent to a HS Diploma/GED

*Equivalent combinations of education and experience may be considered.

Computer Skills

• Intermediate computer data entry skills
• Intermediate 10 key
• Intermediate/advanced program registration software
• Intermediate/advanced POS
• Intermediate Outlook, Word, Excel

Required Licenses and/or Certifications

Ability to obtain:

CPR/First Aid/AED

Knowledge

• Knowledge of customer service practices
• Managing POS, cash handling, and balancing procedures
• Problem solving and decision making
• Building safety
• English usage, grammar and punctuation
• Managing a complex filing system with multiple team members
• Pertinent federal, state and local laws that pertain to: cash handling
• Modern office procedures, methods and computer equipment
• Use of personal computers and basic software

Abilities

• Effectively manage multiple phone calls, walk-in customers, long lines and crowds
• Maintain order, resolve conflict, respond tactfully to complaints
• Accurately analyze and interpret data
• Communicate clearly and concisely
• Effectively operate POS, registration software
• Implement policies and procedures
• Perform workforce management strategies to increase operational flow
• To find and implement solutions to sudden challenges
• To perform research within the program registration system to interpret issues, and initiate a correction to maintain accountability to funds
• De-escalate hostile situations while interacting with customers
• Initiate emergency action with effective response using all resources available
• Operate a personal computer and appropriate software
• Work in a manner consistent with the City of Vancouver’s Operating Principles
• Work and act as a team player in all interactions with other City employees
• Provide a high level of customer service at all times
• Project and maintain a positive image with those contacted in the course of work
• Develop and maintain collaborative and respectful working relationships with team members and others
• Consistently provide quality service
• Maintain regular and dependable attendance

• Demonstrate a commitment to valuing differences among people and to being inclusive.
• Show the utmost respect for others, and act as a team player.
• Promote safety as a guiding principle and a regular practice in accomplishing work by focusing on safe practices and complying with safety and health policies and procedures.
• Recognize unsafe conditions which may be hazardous to an employee or to the public.
• Works in safe and responsible manner; not putting self or others at risk. Complies with applicable policies and procedures including but not limited to using personal protective equipment, observing warning signs, learning about potential hazards, and reporting all unsafe conditions.

This position is subject to successful completion of a pre-employment reference check, a basic criminal background check and a credit check.

The City of Vancouver is committed to advancing equity and creating a welcoming and inclusive workplace. We recognize that progress depends on more than just a verbal commitment; it depends on making meaningful organizational change. We developed and continue to develop strategies to enhance employee-centered programs, eliminate recruitment and advancement barriers, elevate employee understanding of DEI and cultural competency and build an inclusive and welcoming place to call work. We hope you’ll consider joining us on the journey!

Safety: The City of Vancouver believes every employee plays a role in maintaining a safe workplace. The City of Vancouver promotes safety as a guiding principle and practice and accomplishes work by creating safe work environments, complying with safety and health policies and procedures and consistently seeking improvements that support operational excellence.

Diversity and Inclusion: At the City of Vancouver, we value and foster a workplace comprised of people with a range of different backgrounds, experiences and cultures. We recognize that a diverse and inclusive team is key to innovation, effectiveness and a positive culture. We are proud to be an Equal Opportunity Employer.

Equal Employment Opportunity Statement: The City of Vancouver is dedicated to maintaining a work environment that extends equal opportunity to all individuals, regardless of their race, color, sex, age, religion, national origin, marital status, veteran status, disability sexual orientation or gender identity. Employment decisions will be made to further the principle of equal employment opportunity and to comply with state, federal and local laws. We affirm through this policy statement our continuing commitment to the principles of equity and nondiscrimination.

Veterans’ Preference: Under Washington law, qualified veterans may be eligible for Veterans’ preference when applying for City of Vancouver positions. Honorably discharged Veterans, their surviving spouses or spouses of honorably discharged Veterans with a permanent and total service-connected disability who would like to be considered for a Veterans’ preference for this job should provide the qualifying documents as instructed during the application process.

ADA Accommodation: Accommodations will be considered for applicants or candidates with a qualifying disability that prevents them from participating in this process. Accommodations will be made where the City can reasonably provide them without imposing an undue hardship on the business or compromising the integrity of the recruitment process. An applicant with any disability who believes that they need an accommodation should contact Human Resources: call 360-487-8417 or email hrfront1@cityofvancouver.us

Job Posting End Date