Job Details

Customer Service Coordinator
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Position Number: 5801344
Location: Washington, DC
Position Type: Human Resources

Customer Service Coordinator

Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

The Customer Service Coordinator serves as the primary customer service staff for various student, member, and customer needs. S/he is responsible for interviewing, hiring, training, scheduling, and managing the Customer Service Representative, Facilities Operation, and Fitness Attendant staff. The Customer Service Coordinator is responsible for staffing the main office, front desk, fitness floor, and the Pro Shop in Campus Recreation. Additionally, this position assists the Senior Associate Director with the day-to-day operation of the membership office, front desk, and Pro Shop by processing memberships and point of sale transactions, maintaining member accounts, communicating with members and customers about experiences and resolving complaints and concerns via phone, in person, or by email promptly. Additional duties include, but are not limited to:

Interview and hire Customer Service Representatives and Facility Operations staff, training CSRs in the Membership Office, front desk, and Pro Shop areas.
Train Facility Operations Staff and maintain the Customer Service Representative and Facility Operations staff schedule and substitutions.
Manage Customer Service Representative and Facility Operations staff, covering shifts for Customer Service Representatives when necessary.
Provide Red Cross CPR, AED & Bloodborne Pathogen training for Customer Service Representative and Facility Operation staff.
Assist the Senior Associate Director with maintaining member accounts, processing memberships and Pro Shop transactions, resolving customer complaints, and troubleshooting technology/programming issues.
Assist Program Managers with preparing for events with program managers, attending events to provide assistance, set-up/clean-up of events, and debriefing with program managers.
Assist building management with the general management of the Field House when needed, performing duties/projects that may arise on a day-to-day and serving as Emergency Responder when required.

Work Interactions

This position reports to the Senior Associate Director. The Customer Service Coordinator works with the Senior Associate Director and other professional staff members to maintain a high level of customer service to members and customers of the Campus Recreations. This position is responsible for managing Customer Service Representatives, Fitness Attendants, and Facility Operations staff who support various areas in Campus Recreation. Additionally, this position works with program managers of Campus Recreation to assist with programming and events in the Field House.

Requirements and Qualifications

High School diploma; BA/BS in Recreation Management, PE, or Health Services field is preferred
Two years of management experience with a pleasant and cooperative demeanor
Ability to obtain Lifeguard, First-Aid, CPR, AED, and Bloodborne Pathogen certifications, along with a Certified Pool Operation -Trainings will be provided on-site and must be completed within 60 days of hire

Knowledge of Microsoft Office, Microsoft Excel, and Google Suites Willingness and availability for weekend work
Great interpersonal skills and customer service orientation with the ability to multi-task, prioritize, and manage time effectively
Strong phone contact handling skills and active listening with the ability to efficiently document communication

Work Mode Designation

This position has been designated as On-Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position's mode of work designation. Complete details about Georgetown University's mode of work designations for staff and AAP positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:
$17.92 - $26.80

Compensation is determined by a number of factors including, but not limited to, the candidate's individual qualifications, experience, education, skills, and certifications, as well as the University's business needs and external factors.

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.

To apply, visit https://georgetown.wd1.myworkdayjobs.com/en-US/Georgetown_Admin_Careers/job/Main-Campus/Customer-Service-Coordinator_JR18921