Customer Services Administrative Coordinator*

• Strong organizational, multi-tasking, and attention-to-detail skills.
• Excellent customer service and communication skills with a commitment to serving a diverse patron population.
• Strong leadership skills with the ability to supervise, train, support, and guide staff.
• Ability to collaborate effectively with staff across departments, vendors, and external partners.

Perform Division-Wide Administrative Coordination, Systems Management, and Supervisory Duties

• Post positions via Neogov, conduct interviews, hire, administer discipline, handle grievances, assign training, approve payroll, and complete annual reviews.
• Provide direct supervision of the customer service staff of the Community Services section.
• Assign, prioritize, and control workflow of staff to ensure effective reservations for shelter, athletic, and special event.
• Serve as Parks Division liaison with Information Technology ; primary authorized IT contact for staff technology support and software implementation.
• Serve as primary Division administrator for contract routing.
• Coordinate and oversee the division's Open Records request workflow.
• Serve as division-wide customer service trainer; develop and maintain division-wide customer service standards, training curriculum, and performance expectations.
• Develop and administer customer service surveys and performance metrics; analyze results and recommend improvements.
• Serve as liaison between the Operations, Planning, and Customer Services units on cross-divisional coordination and communication.
• Manage Lakeside Community Room reservations, fees, and use policies.

• Coordinate and supervise the preparation of revenue deposits for shelter, athletic reservations, and special events, including online and credit card transactions.
• Develop and recommend annual fee schedules for shelter reservations, athletic reservations, and Friends group agreements.
• Resolve reservation and registration conflicts; review and approve exceptions to standard reservation requests.
• Administer labor/damage charges and negotiate payment plans when necessary.
• Develop and maintain office systems, operating policies, and Standard Operating Procedures (SOPs); identify problems and implement needed improvements.
• Review and update section’s webpages, application materials, instructions, and procedures on a regular basis to ensure information is accurate and up to date.
• Serve as primary administrator of RecTrac scheduling/reservation software and Accela permitting software.

Coordinate and Administer Parks Division Permits, Mooring, Watercraft, and Storage Agreements

• Assign, prioritize, and control workflow for all permits, mooring/watercraft agreements, and division storage agreements (e.g., cross country ski, dog park, lake access, and disc golf permits).
• Maintain accurate and complete records for all permit, mooring, watercraft, and storage agreement programs.
• Serve as primary administrator for all permitting software; produce statistical and narrative reports; identify, recommend, and implement policy changes and improvements.
• Administer division storage agreements, including tracking renewals, terms, and fee compliance.

• Make work assignments for staff to ensure an effective and efficient legislative, committee and commission support program; coordinate staff attendance at subcommittee meetings; provide direct BPC support as needed.
• Act as primary Division administrator of legislative tracking software.
• Oversee assembly, review, publishing, and distribution of agendas and attachments and meeting minutes.

• Two (2) years of experience applying the following:
  • Customer service policies and procedures;
  • Principles and practices of parks and recreation administrative operations, including program registration, facility reservations, and customer account management;
  • Principles and practices of recordkeeping and documentation;
  • Computer software applicable to the duties of the position, including RecTrac and Microsoft 365;
  • Applicable ordinances, policies, and regulatory requirements; AND
• Familiarity with the following:
  • Budgeting practices;
  • Technology and tools used in an office setting, including productivity software, social media, and online databases;
  • Resources related to parks and recreation programs, services, and facilities;
  • Resources related to racial equity.

• Bachelor's degree in Public Administration, Business Administration, Recreation Management, Parks Management or closely related field; AND
• Two (2) years of leadership principles (e.g., directing or supervising the work of other staff and/or volunteers, or training, mentoring or coaching)

• Possession of a valid driver's license to operate City vehicles for attendance of site meetings with customers and staff.

• Ability to lift up to 50 pounds with assistance.
• Ability to stand or sit at a computer workstation and desk for long hours.
• Ability to use standard office equipment, including computer, phone, copier, etc.