Apply by 11/13/2018 at www.metroparkstacoma.org/jobs
Under the direction of an assigned Manager, maintain, setup, train and provide proper oversight of the Customer Relations Software System used by the Department; provide technical assistance related to proper administration and protection of the system, administer and process the financial assistance program; provide reports and trends for program staff; supervise Customer Service operations at MPT Headquarters; train, supervise and evaluate the performance of assigned staff.
Input and ensure accuracy of data in the registration system.
Coordinate and collaborate with agency partners on scheduling and reporting.
Support the administration of the registration system software database system and departmental users; including providing initial and on-going systems training and first level help desk interventions for departmental users of the system.
Assist customer service and on-line customers with system related requests and questions.
Oversee and maintain department's scholarship program processing and reporting.
Supervise customer service staff and operations at MPT headquarters. Hire and train part-time HQ customer service staff. Work with Department Manager on career hiring issues.
Schedule staff and make purchasing decisions according to the approved customer service budget and personnel levels authorized by the Manager.
Troubleshoot and analyze software and operational problems experienced by department staff. Research and propose solutions in conjunction with District IT help desk and resources. Serve as the departmental liaison the User Group that addresses common issues with the registration system software. Work with IT to safeguard system integrity by ensuring proper data entry into the Customer Relations Database/Registration Software system.
Follow Employee Performance Evaluation system protocols to supervise, train and evaluate the Lead Customer Service staff; work with the Lead to interview and select part-time employees and supervise accordingly; plan, coordinate and arrange for appropriate employee training programs to provide for opportunity for advancement and to acquire necessary skills.
Develop protocols for customer service staff; maintain on-boarding protocols and a customer service manual; coordinate and lead departmental training to maintain district standards for customer service.
Assure compliance with District guidelines for database management and financial protocols; work with department Finance Supervisor on procedures for management, control and security of cash.
Prepare reports needed by department personnel. This includes facility use reports, outstanding balance reports, participation reports, etc. created and distributed on a weekly, monthly, quarterly or annual basis. Train program and management staff to pull reports they need to evaluate performance of departmental programs.
Effectively involve customer service and program staff in decision-making related to use of the system and quality customer service.
Provide information, assistance and directions to staff in order to maximize benefits of the system; resolve customer complaints and issues related to systems or service. Elevate concerns to Department Manager or IT for resolution.
Perform related duties as assigned.
EDUCATION & EXPERIENCE: An associate's degree in business, accounting or closely related field desired. Three years of related experience using a Customer Relations or other similar Database System. At least one year of supervisory experience and/or training preferred.
LICENSE & OTHER REQUIREMENTS:
Valid Washington driver's license.
Must be willing and able to work a flexible schedule to include evenings, holidays and/or weekends as needed.
About Metro Parks Tacoma
Metro Parks Tacoma was created in 1907 as a municipal corporation to manage park, recreation and zoological services and facilities for the citizens of Tacoma, Dash Point and Browns Point, Washington. Governed by an elected five-member board of park commissioners, Metro Parks Tacoma maintains and cares for more than 100 parks and open spaces in the Tacoma area including Point Defiance Park with its Zoo and Aquarium, Boathouse Marina, and Fort Nisqually; Northwest Trek Wildlife Park near Eatonville, WA; W. W. Seymour Botanical Conservatory; Meadow Park Golf Course; and Ruston Way waterfront parks including Les Davis Pier.Metro Parks Tacoma includes approximately 247 full-time employees and 600-800 part-time/seasonal employees. Career full-time employees are eligible for medical, dental, vision, life and state retirement benefits and paid vacation, holiday and sick leave.