Customer Service Associate – Miller Center

Salary: $25.45 – $28.35 Hourly

Location : Burlington, VT

Job Type: Regular Full Time Exempt

Job Number: 1024-23-001

Department: Parks, Recreation & Waterfront

Opening Date: 09/12/2023

Closing Date: 9/29/2023 11:59 PM Eastern

FLSA: Non-Exempt

Bargaining Unit: AFSCME

General Purpose

This position is responsible for providing customer service to the public by answering inquiries about Parks, Recreation and Waterfront programs, projects and facilities. In addition, this position is responsible for providing reception, facility, financial and administrative support at the Miller Center and to internal Parks staff.

Union Affiliation: American Federation of State County and Municipal Employees (AFSCME).
Pay Grade: 14
Essential Job Functions

• Respond to public inquiries, requests for facility reservations and complaints regarding Parks, Recreation and Waterfront and other City services in a professional, timely and friendly manner. Refer more complex questions, complaints and concerns to Supervisor, other appropriate personnel or City department in a professional, timely and friendly manner.
• Communicate directly with the public via phone calls, direct emails, and in person inquiries about Department programs and initiatives, and educate the public regarding Department processes and perspectives.
• Communicate directly with staff, volunteers, community partners and the public as required.
• Collect, enter and maintain data in multiple systems according to City protocol. This includes, but is not limited to: multiple facility reservation and program registration information, customer demographics, reports, payment details, reservation needs and special accommodations required, as well as internal and external service requests.
• Monitor park shelter reservations and payments, create amplified sound permits, and ensure receipt of all certificates of insurance. Coordinate with appropriate Department staff on reservation details, calendar, and inquiries.
• Maintain program registration database, canceling and updating program registrations, and processing refunds and providing year-end tax information to families.
• Provide administrative support for scholarship requests.
• Provide administrative support to Recreation staff to ensure child care subsidies are in place for Department-licensed programs. Set up payment plans for families with remaining balances.
• Receive and process payments including but not limited to cash, checks, and credit card payments. Deposit payments into City bank account, reconcile and report payment information to Clerk/Treasurer’s Office. Document pre-paid revenues.
• Track and bill accounts receivable for program registrations, reservations and facility leases/sub-leases.
• Order office supplies for BPRW staff.
• Prepare Miller Center rooms for reservations to include setting up tables, chairs, AV system, bleachers, etc. Communicate and coordinate user needs with facility staff. Act as liaison for Miller Center users and visitors, program participants, program instructors and staff.
• Maintain monthly facility schedule.
• Carry out basic trouble shooting for all office equipment, or contact appropriate vendor for timely repairs.
• Maintain office and postage supply inventory and ensure appropriate levels of supplies on-hand for daily and other use.
• Receive, sort and distribute all incoming mail to appropriate personnel.
• Provide administrative support to Parks, Recreation and Waterfront staff as directed, including but not limited to word processing, filing, notifying the public of venue, time, changes for events, etc.
• Provide support during major special events as needed, including but not limited to: Kids Day, Independence Day Celebration, Pomerleau Holiday Party, Senior Holiday Dinner, etc.
• Attend and participate in routine meetings including monthly All Staff, Recreation/Admin Staff, Supervisors, and Admin Staff meetings as well as project or program specific committee meetings.
• Position may require the operation of City vehicles and/or personal vehicles in order to conduct City business.

Non-Essential Job Functions:

• Performs other duties as required.

Qualifications/Basic Job Requirements

• High school diploma or equivalent and two (2) years’ of experience in an administrative office environment with an emphasis in customer service required.
• One or more years in Parks and Recreation field preferred.
• Must be able to work independently and as part of the customer service team in a fast paced, complex, detail-oriented office environment that features many repetitive tasks and deadlines.
• Ability to handle multiple tasks simultaneously, work under pressure, and adhere to schedules required.
• Ability to interact professionally and respectfully with co-workers, members of the public, and elected officials, in person, by telephone and through email. Must provide customers with prompt and courteous service.
• Must be able to operate standard and computerized office equipment.
• Must be able to occasionally work overtime, nights and weekends.
• Experience entering and generating reports in recreational and facility maintenance software programs preferred.
• Ability to operate in a Windows based operating environment using word-processing, spreadsheets and specialized database software required.
• Ability to handle numerous phone calls and multi-task in a busy office environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to handle large sums of money.
• Ability to operate TTY line and provide appropriate information/routing.
• Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities and work effectively across diverse cultures and constituencies.
• Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional development.
• Regular attendance is necessary and is essential to meeting the expectations of the job functions.
• Ability to understand and comply with City standards, safety rules and personnel policies.
• Ability to obtain a valid driver’s license within 45 days of hire and the continued maintenance of a valid driver’s license. Operation of a City vehicle or personal vehicle to conduct City business without providing proof of a valid driver’s license to Human Resources will not be permitted. A valid driver’s license shall be defined as a current state of residence-issued license to operate a motor vehicle on public roadways. Position also requires the ability to be covered under the City’s vehicle insurance policy prior to operation of any City vehicles or non-City vehicles for City business

Additional Information

Promoting a culture that reveres diversity and equity

The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services.

In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.

Applications for our employment opportunities are only accepted online through our website.

For accessibility information or alternative formats, please contact Human Resources Department at or .

The City of Burlington is proud to offer full time employees a comprehensive benefits program that includes:

• Medical/Dental Insurance Coverage
• Prescription Drug Coverage
• Flexible Spending Programs
• Short-Term Disability Insurance
• Paid Leave (Sick and Vacation)
• Pension Plan
• Contributory Retirement Plan
• Life Insurance
• Discounted Gym Memberships
• Free Yoga Membership to Sangha Studios (Burlington, Williston & online)
• Tuition Discounts for Champlain College TruEd
• Employee Assistance Program
• Working Bridges Program
• Wellness Bonus Incentives Program
• Local & National Store Discounts
• Subsidized Transportation Options
• Qualifying employer for Public Service Loan Forgiveness

For additional details please visit

01

Do you have a High school diploma or equivalent and two (2) years of experience in an administrative office environment with an emphasis on customer service?

• Yes
• No

Required Question