Front Desk Shift Lead

JOB RESPONSIBILITIES:
As part of the Parks and Recreation team, reporting directly to the Operations Supervisor, this position leads the
efficient operations at the front desk of the Bob Crane Community Center (BCCC).

This is a part-time role which works within the normal building operating hours. Shifts could be as early as
5:00am or as late as 10:15pm.

The City of Upper Arlington is an equal opportunity employer, striving to foster an equitable and inclusive work environment.ESSENTIAL FUNCTIONS: For purposes of 42 USC 12101:
• Enthusiastically greet and assist the public in person and over the telephone at the BCCC.
• Provide guidance to other front desk employees;
• Assists the public in person and over the phone with membership and program registration using the
department’s computer registration site (RecTrac);
• Resolves financial transactions;
• Maintain an extensive knowledge of Upper Arlington and department facilities, programs, and services,
and have the ability to communicate information effectively to the public;
• Disperse Upper Arlington and department information. Market Upper Arlington and department
facilities, programs, and events;
• Provides individual and group tours of the BCCC;
• Answer a high volume of in person inquiries and telephone calls and ensure proper and appropriate
information is given;
• Resolve elevated patron issues and complaints appropriately;
• Ensure all patrons entering the facility are in accordance with building and department policies and
procedures;
• Maintains security of building entrances;
• Interpret and enforce all building policies and procedures;
• Assist Manager on Duties (MODs) to ensure program and events spaces have been prepared for
meetings, programs, and rentals. Shift Lead may help with set-ups and tear-down as needed;
• Maintains a clean and inviting work space;
• Operate office machines and equipment including credit card machines;
• Provide general first aid and respond to emergencies in cases of participant's injury or illness. Initiate
building emergency actions plans and fill out appropriate accident and incident reports when needed;
• Assist with opening and closing procedures of the BCCC.
• Demonstrates regular and predictable attendance.

OTHER DUTIES AND RESPONSIBILITIES:
• Performs other duties as required. (5%)QUALIFICATIONS:
• High School graduate or equivalent; some college preferred;
• Must be at least 18 years of age;
• Minimum of 12 months of previous customer service experience required;
• Minimum of 12 months of experience completing financial transactions preferred.

LICENSURE OR CERTIFICATION REQUIREMENTS:
• CPR and First Aid certification required within the first thirty days of employment.KNOWLEDGE, SKILLS, AND ABILITIES: (* indicates developed after employment).

Knowledge of:
• *City, Department, and Division goals and objectives;
• *City, Department, and Division policies and procedures;
• *Personnel rules and regulations;
• Customer service and de-escalation techniques;
• Workplace safety;
• Best practices in diversity, equity and inclusion practices, strategies, systems, and policies as it relates
to area of oversight;
• Current technology and social media.

Skill in:
• *Proficient use of applicable technology and software including the department’s computer registration
site (RecTrac);
• Interpersonal and communication skills;
• Use of modern office equipment;

Ability to:
• Interact with the public in a professional and courteous manner;
• Carry out detailed written or oral instructions;
• Interpret a variety of instructions in written, oral, picture, or schedule form;
• Troubleshoot problems involving several variables within a familiar context;
• Exercise good judgment and problem-solving skills with minimal direction or supervision.
• Recognize unusual or threatening conditions and take appropriate action;
• Respond to routine inquiries from public and/or officials;
• Demonstrated awareness of and an ability to effectively use communication that overcomes sociocultural
and lingual barriers, to be aware of verbal and nonverbal forms of communication, and listen
and adapt approach to fit audience accordingly;
• Effectively use and understand a variety of written and/or verbal communications;
• Develop and maintain effective working relationships;
• Act as a role model for inclusive and culturally competent behavior;
• Resolve complaints;
• Travel to and gain access to work site.