Customer Service Manager - Buchner Pool

Customer Service Manager

Assist in providing a comprehensive community swim program. Serves as the supervisory staff member for customer service operations. Is responsible for the concession operations which includes ordering, inventorying, safe handling of food, proper money handling procedures, proper use of computer programs and providing good customer service.

Major Duties and Responsibilities

• Assists in hiring staff for the season.
• Works with Recreation Supervisor to determine concession menu, paper good needs, and suppliers.
• Works with product vendors to obtain prices, equipment and supplies.
• Monitors petty cash and cash flow at both pool facilities and ensures deposit bags are being processed properly.
• Assists in ensuring proper supervision of participants.
• Performs preseason set-up at pool's front desk and concession areas.
• Responsible for customer service readiness.
• Responsible for on-site public relations. Appropriately handles questions and concerns at the site. Observes, enforces and explains all facility rules and regulations.
• Assigns cashier, front desk and concessionaire schedules for pool sites in conjunction with Recreation Supervisor.
• Competent in pool registration procedures, assist in the implementation of financial/registration procedures, ensure consistency in WPRF operational standards.
• Responsible for verifying staff hours for payroll. Completes and submits the payroll sheets each week to Recreation Supervisor.
• Assists with training of Customer Service Staff and Concessionaire Staff.
• Attends and provides all in-service training, ongoing evaluations and staff training. Is responsible for programming (birthday parties, rentals and group sales) including communication, scheduling customer service personnel and concession products. Review current aquatic staff manual.
• Ensures implementation of the facility emergency action plans and facility rules.
• Communicates equipment and supply needs to the Waukesha Parks, Recreation and Forestry Department.
• Ensures that the staff follows proper procedures. Prepares, submits records and reports and obtains food permit from the health department (as needed).
• Reports pool maintenance concerns that are of immediate concern to the building staff and assists when needed.
• Completes mid-season and final evaluation of all supervised staff and completes end of the year report.
• Carries out additional duties as may be assigned by supervisory staff members.

Position Qualifications

• Must be at least 18 years of age or older
• Must hold current certification in: American Red Cross CPR. Lifeguard and Food Manager Certification preferred.
• Must have knowledge of concession stand operations, front desk operations, cash handling and safe food handling procedures.
• Ability to assign duties and supervise personnel.
• Prefer college or university graduate with training in business, marketing or related area.

The City of Waukesha is an Equal Opportunity Employer.