Sr Customer Experience Support Assistant - Park & Recreation

Sr Customer Experience Support Assistant

At Mecklenburg County, you'll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We're counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Mecklenburg County Park and Recreation Department (MCPRD) strives to enrich the lives of our residents. We do this by providing exciting and safe recreational amenities and programs, change to improve our resident's fitness levels and decrease health care costs. This contributes to a sense of community through events and spaces for the public to socialize, thereby increasing property values and providing tourism venues. We protect open space, natural areas, and our treasured tree canopy through stewardship. We play a critical role in ensuring Mecklenburg County achieves its vision that the county "will be a community of pride and choice for people to LIVE, WORK and RECREATE." The department serves a population exceeding one million residents and serves the City of Charlotte, six towns, and the unincorporated areas of the county covering 523 square miles. In addition, the department manages over 21,000 acres and 230+ parks, nature preserves, greenways and facilities. The Mecklenburg County Park & Recreation Department is continually recognized for its cutting-edge programs, state-of-the-art facilities and unique partnerships. Our success is rooted in our staff. If you are interested in joining a dynamic team, dedicated to building a better community, and being recognized as leaders both in our community and across the country, then Mecklenburg County has great opportunities for you.

Position Summary

Mecklenburg County Park and Recreation is excited to add a Sr Customer Experience Support Assistant to the team! This lead position will assist the Customer Experience Supervisor in assessing and improving departmental customer service delivery and ensuring customer expectations are met or exceeded while supporting Park and Recreation essential tasks, such as managing facility reservations, revenue collections and deposits, and responding to email correspondences from the public. In addition, this position will be integral in ensuring the success of our Park and Recreation Customer Experience Call Center, which serves as the main channel for ensuring our programs and services are of the highest quality for our community. The incumbent will also assist with implementing customer service initiatives, strategies, and continuous improvement measures throughout the department. The preferred candidate would have experience in a call center environment and must possess exceptional written and verbal communication skills. This full-time position will primarily work Monday through Friday with possible occasional evenings based on business needs.

By applying to this position, you are eligible to be considered for a similar role, in which you meet the minimum qualifications for, at other Park and Recreation locations should they become available. If you are looking to grow in your career, or transition laterally into a new role, don't miss this opportunity to apply!

Preferred Qualifications

•Experience in recreation facility administration roles •Bilingual in English and Spanish

Essential Functions

•Provide administrative support to internal departmental staff •Answer telephone or greet visitors and handle or direct inquiries to the appropriate persons according to the need/issue presented •Respond to inquiries and resolves administrative issues that may arise •Prepare written correspondence such as memos, emails, presentations, forms, and other documents •Coordinate meetings, interviews and assist with program preparation •Prepare, develop or maintain reports, manuals, or interview documents •Conducts moderately complex research. •Perform confidential data entry, create, organize and maintain files •Maintain supply levels and ordering stock •Use computers for various operations such as database management •Operate office equipment: fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions •Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as correspondence, or other material •Compose, type, and distribute meeting notes, agendas, routine correspondence, or reports, such as presentations or expense, statistical, or monthly reports •Some positions may be required to provide general guidance and direction to lower-level staff

Minimum Qualifications

Experience: Minimum of four (4) years of administrative experience Education: High School Diploma or equivalent Combination of relevant experience and relevant education accepted?: Yes Licenses/Certifications: May require a valid North Carolina or South Carolina Driver's License and County Driving Privileges Computer Skills: Data entry; Proficient in various computer applications including Microsoft Office Suite

Knowledge, Skills, and Abilities

Knowledge: Administrative and clerical procedures and systems using various computer operations, managing files and records Principles and processes for providing customer and employee services Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar Skills: Customer service Coordination and organization Judgement and decision making Time management Abilities: Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures Building Trust: Interacting with others in a way that gives them confidence in one's intentions and those of the organization Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty Initiating Action: Taking prompt action to accomplish objectives; take action to achieve goals beyond what is required; being proactive. Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently Stress Tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization

Compensation and Benefits

In addition to a competitive salary, Mecklenburg County offers a generous benefits package which greatly increases your total compensation. Benefits include medical, dental, vision, life, short term disability, long term disability, accident, cancer, critical illness, medical bridge and pet insurance; dependent care, healthcare and commuter flexible spending accounts; health savings account; paid holiday, vacation and sick days; near site clinics for preventive care and illnesses; an employee discount program which provides discounts for retail, dining, shopping, travel, tickets and more; an employee assistance program including financial and legal counseling; access to Mecklenburg County fitness and aquatic facilities; paid family leave; tuition reimbursement; a 5% employer match on retirement savings plan contributions and a defined benefit plan for retirement.

Work Environment

Works in a call center setting with moderate noise

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions

This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor's request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.