Customer Service Center Representative (4723C), Recreation & Wellbeing
University of California
- Berkeley, CA
- Permanent
- Full-time
- Provide customers with information concerning Membership types, process payments for memberships and process CRC photo ID Membership Cards.
- Provide facility tours as needed.
- Provide passport customers with application forms.
- Answer questions and ensure customers submit complete applications and pay correct fees.
- Administer the passport oath to customers and witness the customer's signature on applications.
- Forward all applications and documents to Passport Services for further processing.
- Set-up and maintain the online store, website, and program binders.
- Set up and maintain waiting lists.
- Process camp/class/clinic enrollments, and send out receipts, confirmations, and program information.
- Generate program reports for review and use by program managers and directors.
- Respond to non-routine patron requests for refunds, payment issues, transfers, special requests, etc.
- Work with the Customer Service Manager to resolve these issues.
- Assist with editing brochures and submitting changes to the department's Media/Communications Manager.
- Operate cash register, point of sale program, Fusion, and online sales.
- Process cash, check, and/or charge payments.
- Adhere strictly to University Cash Handling Policies.
- Reconcile and balance cash in preparation for deposit.
- Assist patrons in the use of the online scheduling systems.
- Schedule appointments as needed.
- Maintain a thorough knowledge of all Recreational Sports Department programs and provide accurate information and referrals to customers and members.
- Maintain a working knowledge of all recreation facilities and program assignments, as well as program schedules and use of EMS Master Calendar to search scheduling detail.
- Serve as a point person for critical areas such as Passports and Enrollments.
- Provide customer service by selling a wide variety of Rec Sports products and services, including, but not limited to, memberships, locker sales, passport application processing, and other Rec Sports products and services.
- Answer promptly using standard department salutation.
- Answer e-mail correspondence within 24 hours.
- Prioritize walk up customer needs over phone and email.
- Problem-solve customer and program issues that impact sales and registration.
- Adhere to unit dress guidelines of business casual dress attire.
- As the front-line representative for all program and membership questions, this position plays a key role in sales and customer relations.
- Process and enter program data and project information, both routinely and by special request, into database systems.
- Process passport photos and new/replacement membership cards using electronic imaging equipment.
- Prepare refund forms and reports for final signatures and processing.
- Generate routine and special request reports as assigned.
- Submit purchasing, maintenance, and computer service requests per department protocol and procedures.
- Work a flex schedule to meet customer flow and demand; seasonal peak periods.
- Open & close office. Maintain a clean and orderly work area.
- Maintain necessary supplies and forms/brochures.
- Inform Customer Service Manager when supplies are needed.
- Provide program information to other guest services units (Locker Rooms, Hearst Service desk, etc.).
- Complete other duties as assigned by Rec Operations and Customer Service Center manager.
- Maintain annual certification as US Passport Representative.
- Assist with training student cashiers on the operations at two satellite locations, the Golden Bear Recreation Center & Strawberry Canyon Recreation Area.
- Working knowledge in administrative procedures and processes including word processing, spreadsheet, and database applications.
- Verbal and written communication, active listening, critical thinking, multi-tasking, and time management skills.
- Familiarity with adult, youth, and outdoor program clientele and environment.
- Computer skills including Microsoft Word, Excel, Filemaker Pro, Fusion.
- Basic knowledge of passport, intranet, accounting processes (to compute discounts).
- Excellent customer service skills.
- Ability to accomplish work tasks in a stressful and fast-paced environment.
- High school diploma and/or equivalent experience/training.
- United States citizenship or non-citizen U.S. national.
- Knowledge of and/or ability to learn about department and University policies regarding all recreation program and sales transaction-related procedures and processes.
- US Government Passport Agent Certification.
- This is a 100%, full-time (40 hours per week), career position that is eligible for full UC benefits.
- This position is non-exempt and paid bi-weekly.