What are the responsibilities and job description for the Customer Experience Associate position at the Rockford Park District?

Title	Customer Experience Associate
Department	Customer Experience
Status	Seasonal
Work Location	Carlson Ice Arena
Reports To	Customer Experience Supervisor
Wage	$15/hour
Position Description	Provides exceptional service and assistance to customers of the Rockford Park District Ice Facilities. Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.

ROCKFORD PARK DISTRICT VISION, MISSION AND LEADERSHIP BY VALUES
Agency Vision	To be the best urban parks and recreation system in North America, as measured by national standards and the citizens we serve.
Agency Mission	The Rockford Park District is in business to “help people enjoy life” by providing a quality park and recreation system.
Vision & Planning System	The District aligns itself and all its resources to achieve its purpose, vision, mission, and priorities. This successfully drives the strategic plan, operational plans, and performance goals.
Policy Management & Operations System	Every team member serves as an active contributor in the development of the team’s operational plan; develops job strategies and plans that support the team’s operational goals; identifies timetables for completion; plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks.
Leadership by Values System	Leadership by Values can only be achieved if all team members believe in and live by these shared values: accountability, integrity, passion, agility, relationship oriented, results driven, service oriented, respectful, and innovative. While all team members share these essential values, our culture is enriched by and welcomes the diverse supporting values of its team members.
Diversity, Equity, Inclusion and Belonging Statement	The Rockford Park District is committed and accountable to being a place where everyone is invited and belongs, as demonstrated by being an inviting, equitable, and inclusive environment, respectful of all people, embracing diversity, creating accessibility and valuing all team members, partners and community members for their unique experiences and backgrounds.

RELATIONSHIPS TO RESULTS CULTURE
Definition	Sustained by long-term, positive, exceptional relationships with stakeholders and team members as our hallmark of success.

ONE TEAM, ONE GOAL COMMITMENT
Definition	To work together to achieve the mission, vision, and shared values of the Rockford Park District.
Connectedness	Departments are truly interconnected to support the mission and vision of the Rockford Park District.

ESSENTIAL FUNCTIONS include the following. Other duties may be assigned

Customer Service

Courteously, knowledgeably, and professionally operate phone equipment, answer customer inquiries, transfer calls, and relay messages for staff.
Registers customers for Park District programs, processes facility and shelter rentals, sells admissions tickets and passes.
Maintains a good understanding of Rockford Park District policies especially regarding refunds, registration, etc.
Follows Rockford Park District cash control procedures.
Processes fee assistance requests and payment plan authorizations.
Monitors and responds to Rockford Park District general e-mail and voicemail requests.
Operates office equipment, managing phone systems, voice mail, recorded information lines, fax machines, and copy machines effectively.
Maintains a good understanding of the Park District programs and facilities-what is happening in every department and at each facility.
Maintains knowledge of the Rockford area and the populations served by the Rockford Park District.
Treats customer complaints and concerns with the utmost attention and enters into the appropriate software.
Familiar with specific programming, personnel, and activities related to the location assigned.
Utilize the Rockford Park District's HRIS system for all HR and payroll-related requirements and to accurately clock in and out for all shifts.

Facility Responsibilities

Assists with opening and closing the office for the day.
Updates and maintains buildings schedules.
Provides assistance with basic janitorial tasks such as trash disposal, table cleaning, and vacuuming when necessary.
Assists Program Operations as needed (set up for events, court activities, Facility meeting rooms).
Assists with special event coordination and transactions as requested.

Salary : $15

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