Salary: $32.67 - $38.89 Hourly Location : Greenwich, CT Job Type: Full Time Job Number: 24-25-00101 Department: PARKS AND RECREATION DEPARTMENT Division: Parks and Rec Administration Opening Date: 10/18/2024 Closing Date: 11/1/2024 4:00 PM Eastern General Statement of Duties The primary responsibility is achievement of a high degree of customer satisfaction by serving as a catalyst and expediter in meeting customer expectations. Specifically, provides responsible customer service in person or via telephone or electronic messages. Greets customers, provides information, processes requests for service or permits, processes reservation for programs, athletic fields, picnic areas, camps, boating slips, locker rentals etc., requests for park/beach and tennis passes, responds to questions and addresses problems. Researches inquiries and discrepancies, following up on complaints and concerns, coordinating and interacting with division personnel to expedite reservations, work order or information requests. Tracks and maintains records of work order history. Reports to Division Head or designated supervisor. QualificationsEDUCATION & EXPERIENCE: Associate's degree or certification from an accredited business program, plus three (3) years recent (within the last 5 years) customer service experience troubleshooting and diagnosing service related problems and issues. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of general customer service principles and practices Considerable knowledge of Town and Department policies, procedures, and regulations. Ability to quickly learn details of various departmental program offerings and requirements. Considerable knowledge of business practices and procedures, business English including general office terminology and business financial transactions. Skilled in the operation of a personal computer and related computer software; proficient in the Microsoft Office Suite (Word, Excel, Powerpoint), and Adobe Pro. Must be able to quickly learn the operation of departmental line-of-business computer systems including RecTrac, Onbase, and work order (or 311) computer system software. Previous knowledge is a plus. Must possess the core competencies of strong verbal, listening and written communication skills, adept at problem analysis and problem solving, and a strong belief in the value of teamwork. Ability to compose correspondence, maintains complex clerical records, prepare reports from records and format statistical reports for presentation. Ability to make routine decisions in accordance with laws, ordinances, regulations and departmental policies and procedures and to maintain confidential information. Ability to work independently with minimal supervision. Willingness to accept monetary responsibility. Exam Plan: Training & Experience Assessment* Pass/Fail Computer Skills Test (Basic Word/Basic Excel) *A Training and Experience Assessment is an examination that requires that you completely fill out the application, adding pages for additional relevant information where needed, and attaching any documentation of certificates, degrees, other significant documents, etc. A candidate's eligibility to be interviewed will be based solely on material submitted at the time of application. Once the Eligibility List is prepared no further information may be submitted and no adjustments will be made. Job DescriptionDepartment: Parks and Recreation Division: Various Bargaining Status: GMEA FLSA: Non-Exempt Salary Range: C Date Created: September 2012 ESSENTIAL FEATURES: Applies independent judgment in resolving service related problems and issues. Provides first line customer service to requests from walk-in customers, callers, electronic and written mail correspondence and the internet. Serves as the focal point for citizen issues, communicating with the customer to obtain accurate information, performs research and provide answers if available, provides citizen feedback, and enter requests for service into a work order (or 311 system), assigns and routes work orders to appropriate staff for issue resolution. Processes permits interfacing with appropriate department leadership for approval. Processes reservations along with accompanying fee collection for; facility rentals, recreation programs, marina rentals and storage, picnic area reservations, park/beach and tennis passes, locker rentals and overnight camping et al by recording transaction in departmental line-of-business computer system. Produces a variety of reports from departmental line-of-business and work order (or 311) computer systems producing a variety of statistical / managerial reports Reviews and performs follow-up on open work orders with departmental staff to determine estimated completion date and / or to document impediments to closure. Escalates problem open work orders to designated supervisor. Receives, records and lists data from documents or records; maintains and makes corrections in detailed records; prepares simple correspondence and standard information; reports necessary information relative to change; proofreads forms or records for completeness of entry. Performs general clerical duties such as answering the phone, filing, collating, preparing and distributing large mailings, copying, and general office help as needed. Performs complex data entry, creates complex spreadsheets, and prepares routine correspondence, reports, letters and documents such as standardized forms and reports. Performs work operating standard office equipment including PC's, electronic scanner, copying machine, fax machine and telephone. Performs related work as required. Supplemental Information All positions may be subject to an interview process. The Town reserves the right to limit the number of qualified candidates who will be invited to participate in the examination, or any part thereof. Preference will be given to current Town of Greenwich employees who are members of the GMEA union. All outside candidates will be required to undertake and successfully pass a pre-employment medical examination, which includes a substance abuse test that includes testing for THC (the psychoactive ingredient in marijuana), given at the Town's expense prior to employment if conditionally offered a part time, full time or safety sensitive position.The Town of Greenwich has implemented a policy of background investigations for all full and part time positions prior to hiring as part of the reference checking procedures for outside candidates. The investigation will only be conducted as the last step prior to an offer. Refusal to sign the release form will terminate the candidate's further consideration. Please visit the Town's Labor Relations webpageto view the collective bargaining agreements and the associated benefit coverage. 01 Please identify your highest level of education:
- High School
- Some College
- Associate's Degree or Higher
- Certification from an accredited business program
- None of the above
02 How many years of customer service experience do you possess, troubleshooting and diagnosing service related problems and issues?
- Less than 3 years
- 3 to 4 years
- 4 to 5 years
- More than 5 years
03 Please list the dates and name the organizations where you gained this experience. To determine whether or not you are qualified and able to sit for the computer skills examination, the experience you list must also be listed in the work experience section of the application. 04 Was the relevant experience that you referenced, gained within the last 5 years?
Required Question