Recreation Supervisor - Customer Service

Recreation Supervisor – Customer Service      

Reports To: Recreation Director                                                               

FLSA Status: Exempt                                     

Job Type: Full-Time                         

General Function: The Recreation Supervisor—Customer Service oversees the front desk team, guest services, and general office operations at the Recreation Center. This position is also responsible for managing rentals at the Civic Center, including responding to facility inquiries, meeting with prospective clients, preparing contracts, and processing related sales. The role works under the direction of the Recreation Director and serves as a key member of the Recreation Leadership Team.

Essential Functions:

Attendance: Punctual and regular attendance required, as well as the flexibility to work all hours that the facility is open (early morning until late at night including weekend hours).  Position will be required to be on call to answer phone calls and/or address staffing issues as needed.

Administration:  Assist in scheduling of facilities; prepare daily deposits and manage the accounting process for the facility; collect and account for fees and maintain and track program registration and membership fees using the RecTrac recreation accounting software; assist in providing and maintaining facilities which attract residents; assist in developing and enforcing rules, procedures, and policies concerning the operation, programming, and security of the Recreation Center and Recreation Department consistent with City policies, vision and goals; responsible for RecTrac administration and maintenance, organization, and communication of front desk information/materials; as well as maintain the phone system for the department; assist in administrative functions as assigned. 

Supervision: Manage part-time front desk staff in the Recreation Department; responsible for the overall direction, coordination, and evaluation of guest and membership services; directly supervises part-time front desk employees including hiring process, scheduling, and directing work, and managing performance of part-time front desk staff and interns and other supervisory functions as assigned. 

Civic Center: Manage all Civic Center inquires which includes responding to phone calls, emails, and website inquiry forms; meet with potential clients to show the space; must be knowledgeable of the Civic Center spaces and able to answer client questions; responsible for the execution of Civic Center contracts and to collect their payments in a timely manner.  Works directly with the Facilities Supervisor to manage customer relations and provide positive customer experience. 

Purchasing: In accordance with the City’s Purchasing Policy, prepares purchase order requisitions within the limits of the budget for facility needs; orders and secures all needed supplies, including office supplies/equipment; performs other related essential purchasing duties as required. 

Public Relations: Acts as the lead customer service representative for the entire facility; promotes the use of the Wyoming recreational and civic facilities; responds to public inquiries about recreation programs made by telephone correspondence, e-mail correspondence, in person, or during public meetings; serves as staff liaison with community organizations and committees as directed; must be available to meet special needs that may require working evenings, weekends, or holidays; assists in implementing marketing strategies, including timely promotions and publicity of programs and activities available to the general public through various media forms and prepare the Recreation Times; responsible for department’s social media campaigns; mediates problems between residents and coaches or between residents and staff; represent the City in a positive manner; and perform other related duties as required and assigned.

Programs: Provides assistance in basic administration of all programs.

High Performance Organization: work towards enhancing and promoting a high-performance organization by developing efficient processes and procedures, an environment of trust, responsibility, accountability, participation, and personal development.

Other Duties: Attend department staff meetings and training courses, answer after-hours phone calls/complaints as required, other duties as assigned or as needed for the operation of the front desk. Required to work outside of normal business hours, including early mornings, evenings and weekend hours.

Equipment Used: Computer, various computer software, photographic equipment, calculator, miscellaneous standard office equipment, fitness and sports-related equipment.  Software includes RecTrac, government accounting package software, Microsoft Office, and others as necessary.

Minimum Requirements for Entry to Position:  Minimum of two years of experience and/or training in office administration, office management, or a closely related field, or a bachelor’s degree in business administration, accounting, or a similar discipline. A college degree is preferred but not required. RecTrac experience is preferred but not required. Candidates must demonstrate exceptional customer service with a strong desire to elevate the Customer experience and provide patrons with the best possible experience. Must possess strong supervisory and office management skills, financial acumen, proficiency with computer applications, and the ability to communicate effectively with the public both verbally and in writing while maintaining positive public relations. A valid driver’s license is required. NIMS 100, 200, 700, and 800 certifications must be obtained within 12 months of hire.

Special Requirements: Ability to learn new software packages as required.

Physical Requirements:  Ability to move from place to place both indoors and outdoors, including on uneven or irregular surfaces. Ability to communicate effectively. Ability to lift and carry items up to 25 pounds. 

Pay Range:

$66,643.20-$85,009.60 per year

About the City of Wyoming: 

The City of Wyoming is a welcoming, safe, and diverse community for its residents and its visitors. Its small-town charm offers opportunities to interact with neighbors, strengthen friendships, and cultivate new ones. The City of Wyoming actively encourages equal opportunity for all its citizens. Its employees operate within a culture of inclusion. Wyoming implements policies that enhance public trust, pedestrian-scale redevelopment, sustainability, waste reduction, and the preservation and health of the natural environment. The City of Wyoming promotes sound economic and financial planning practices to protect its good fiscal health, and it proactively responds to new economic, environmental, and social opportunities.

Working in the City of Wyoming is a great opportunity for anyone looking to make an impact in local government. The city provides a great support structure to its employees including its benefit packages, access to resources, and an environment that fosters innovation and creative thinking.  Wyoming residents are invested in the operations of their local government and are eager to work with staff to continually improve service delivery. Working in a smaller organization fosters a sense of family among its employees.  Employees are given opportunities to learn and expand their skill sets, including opportunities for training, tuition reimbursement programs, and memberships to professional organizations.

The City of Wyoming is proud to be an Equal Employment Opportunity Employer.