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11 POSITION APPLIED FOR: ___CUSTOMER SERVICE SPECIALIST – Recreation Center__ Date: Employment Application City of Cody P.O. Box 2200 ~ Cody, WY 82414 Name Last First Middle Street/Mailing Address: City St Zip Email Address: Work Phone: Home Phone: Cell Phone: List other names, if any, used on employment or education records: Are you prevented from lawfully becoming employed in this country because of Visa or Immigration Status? □ Yes □ No Are you 18 yrs or older? □ Yes □ No Are you under the age of 14? □ Yes □ No For Temporary/Seasonal Hire – Please complete the following. Dates Available for Employment: From to Have you ever been convicted of a felony? □ Yes □ No If yes, describe in full detail, giving dates (Criminal convictions are not an absolute bar to employment, but will be considered in relation to specific job requirements.) Have you ever worked for or are you currently working for the City of Cody? □ Yes □ No If yes, please give dates and department(s): Prior Position(s): Reason(s) for leaving: Do you have any relatives working for the City of Cody? □ Yes □ No If yes, please give their name, department and relationship: P E R S O N A L I N F O R M A T I O N ---PAGE BREAK--- E D U C A T I O N School Name and Address of School Course Circle Last Year Did You List Diploma Of Study Completed Graduate or Degree(s) High 8 9 10 11 12 □ Yes □ No College 1 2 3 4 □ Yes □ No Other (Specify) S P E C I A L S K I L L S Special Skills Relating To The Position For Which You Are Applying: (clerical skills, heavy equipment operating skills, etc.) C E R T I F I C A T I O N S Driver’s License: If required for this position: Do you have a valid Driver’s License? □ Yes □ No State: License Number: Expiration Date: Do you have a Commercial Driver’s License? □Yes □ No If yes, specify: Class: B, C) Endorsements Held: Hazardous Material □ Tanker □ Airbrakes □ Passenger □ (Please check all that apply) Other (specify) Certificates: (CPA, PE, Boiler Operator, Life guard, etc) Name and address of Licensing Agency Type of License Endorsement/Restriction (if applicable) Date Licensed Date Expires (if applicable) ---PAGE BREAK--- E M P L O Y M E N T H I S T O R Y Employment Experience Instructions: Begin with your present or most recent job and list your entire work experience with emphasis on experience relevant to the position for which you are applying. Include military service and any volunteer work which provided experience that would help you qualify. If the space below is not adequate, you may continue this section on a separate sheet of paper. This information must be completed. Notice to Applicants: Information that you provide on this application is subject to verification. Previous employers may be contacted as references or for verification. Do you want to be informed before we contact your present employer? □ Yes □ No Current Employer: Mailing Address: Street Address: Date Employed: From Salary/Wage: Position(s) Held: Contact Name and Title: Phone Description of work performed: Reason for leaving: Past Employer: Mailing Address: Street Address: Date Employed: From Salary/Wage: Position(s) Held: Contact Name and Title: Phone Description of work performed: Reason for leaving: Past Employer: Mailing Address: Street Address: Date Employed: From Salary/Wage: Position(s) Held: Contact Name and Title: Phone Description of work performed: Reason for leaving: AUTHORIZATION TO RELEASE INFORMATION I certify that all information provided in this application is true and complete. I understand misrepresentation or omission of facts during the application or selection process may disqualify me from further consideration and may be cause for dismissal. I understand the City of Cody may conduct a background investigation, which may include obtaining information as to my character, reputation, and mode of living. This may include interviews with my relatives, neighbors, friends, former employers, schools and others. I understand I have the right to make a written request within a reasonable time for the disclosure of the name and address of any consumer reporting agency which may be utilized in the background investigation so I may obtain a complete disclosure of the nature and scope of the investigation. I authorize the investigation of any or all statements contained in this application and also authorize any person, school, current employer (except as previously noted), past employers and organizations named in this application to provide relevant information and opinions that may be useful in making a hiring decision. I release such persons and organizations from any legal liability in making such statements. I understand that if I am extended an offer of employment it may be conditioned upon my successfully passing a complete pre- employment physical examination. I consent to the release of any or all medical information as may be deemed necessary to judge my capability to do the work for which I am applying. I understand that I may also be required to successfully pass drug and alcohol screening examinations. I hereby consent to pre- and/or post-employment drug and alcohol screens as a condition of employment, if required. I have read, understand, and by my signature, consent to these statements. I authorize investigation of all information contained in this application. Signature of Applicant Date (Revised 2013) References: List three references, excluding relatives, who have knowledge of your ability to perform this job. Name of Reference Complete Mailing Address Telephone Number Years Acquainted ---PAGE BREAK--- City of Cody Job Description Title: Customer Service Specialist Code: 130 Department: Parks/Recreation/Public Facilities Effective Date: Division: Administration Last Revised: March 2014 GENERAL PURPOSE This position performs a variety of routine duties related to customer service, employee management, reservations, membership and program sign ups, and communication across divisions of the department. SUPERVISION RECEIVED Works under the general supervision of the Recreation Supervisor. SUPERVISION EXERCISED Provides direct supervision of the Office Assistants and seasonal, provisional and recreation assistants as assigned. ESSENTIAL FUNCTIONS As a lead worker schedules employee hours, evaluates performance of assigned employees. Participates in establishing project priorities; monitors work processes to ensure timely and efficient completion; performs trouble shooting functions and resolves complex customer service issues. Monitors staff schedules. Customer Service--Responds to issues, questions and problems posed by customers, in person, through email, and over the telephone related to member accounts and department services; provides general information based upon policy and past practice; apprises customers regarding starting and stopping membership services and requirements. Oversees ongoing customer service to the public related to the creation and maintenance of rec center membership accounts; prepares and submits membership service applications for current and new customers; performs the day-to-day process of issuing EFT contracts and receipting payments; monitors applications, renewals, and cancelations. Provides customer services related to recreation, parks and auditorium services receives incoming email, telephone calls, provides accurate information, and takes messages or routes calls to appropriate personnel when necessary. Trains employees on proper customer service skills, expectations and practices. Provides training on computer software and hardware. Provides training on Recreation Center and City of Cody policies, procedures and practices. Cash Handling--Collects, receipts and posts payments for various Recreation Department programs, memberships events and processes refunds, including; fees, registrations, and admission tickets and related recreation department and city services delivered from various departments or received over the counter and through the mail; follows established processes and procedures based upon department policies. Prepares daily receipt report for assigned drawer, updates daily receipts according to balancing results; prepares bank deposit. ---PAGE BREAK--- Cross trains and assists in maintaining the integrity, creditability and efficiency of the Recreation Department registration, membership processes, EFT, reservation, inventory and point of sale processes. Operates computer to add, update and maintain changes in accounts; assures proper billings for services, assigns new account numbers; and verifies account information. Generates various computer reports, and balances; enters work orders, and various work batches as needed to update accounts; prepares end-of-month updates showing revenue, membership, participation and cost recovery information. Serves as backup to Recreation Accounting Clerk as necessary and cross trained department Accounting Clerk II. This position provides back up support to other positions at City Hall, Parks, Recreation, and Public Facilities departments and other divisions as assigned. MINIMUM QUALIFICATIONS 1. Education and Experience: A. Graduation from high school; plus, one year of specialized training related to customer service, office management, or bookkeeping, etc. provided through in- service, on-the-job training or formal classroom instruction; AND B. Two years of responsible experience related to above duties; OR C. An equivalent combination of education or experience. 2. Knowledge, Skills, and Abilities: Considerable knowledge of general office maintenance and practices; telephone operations and receptionist functions; membership billing and collection procedures and processes; operation of computer in utilizing various software programs related to word and word processing, spreadsheet and database management; operation of standard office equipment; advanced mathematics and accounting skills; interpersonal communication skills and telephone etiquette; public relations; employee management, problem solving, basic knowledge of clerical and record keeping functions essential to operations. Ability to communicate effectively verbally and in writing; perform advanced mathematical calculations; maintain strict confidentiality related to sensitive administrative information; utilize various computer programs to produce or compose formal documents, reports and records; operate standard office equipment; develop effective working relationships with supervisors, fellow employees, and the public, resolve conflicts and create a team environment. 3. Special Qualifications: Must possess and maintain a valid Wyoming Class C Driver’s License. 4. Work Environment: ---PAGE BREAK--- Incumbent of the position performs in a typical office setting with appropriate climate controls. Tasks require variety of physical activities, not generally involving muscular strain, including walking, standing, stooping, sitting, reaching, and light lifting. Talking, hearing and seeing essential in the performance of daily tasks. Common eye, hand, finger dexterity required. Mental application utilizes memory for details, verbal instructions, emotional stability and discriminating thinking. Disclaimer: The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights to any person or persons. Management reserves the right to add, delete, or modify any and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions. I have reviewed the above job description. (Employee)