Job Requisition Number: 24751. UC Berkeley’s Department of Recreational Sports is dedicated to enhancing the knowledge, wellness, fitness, personal skills and quality of life for students, faculty, staff and the community. In addition to the competitive and recreational sports clubs, the department offers a wide range of fitness activities, classes and state of the art equipment.
This position resides within the Recreational Sports Customer Service Center, a consolidated sales and support unit servicing all program enrollment and sales for the Department of Recreational Sports. We are also an authorized US Government Passport Acceptance Facility. For more information, visit recsports.berkeley.edu
The Customer Service Assistant's primary duty is to provide a full range of customer service for the Recreational sports department. The Customer Service Representative assists patrons with program enrollment, performs various sales transactions (handling cash and other forms of payment). In addition they perform computer data entry, answer phones, respond to email correspondence, process mail, run reports, and assist with refunds as necessary. Customer Service Representatives also processes membership and sales for Berkeley students, Faculty and Staff and community members along with passport processing for the public.
CUSTOMER SERVICE •Provides customers with information concerning their Membership (explains the various types of membership available, processes membership payments and generates CRX photo ID Membership Cards, processes new and replacement membership cards and plays a key role in sales and customer relations) •Provides passport services (distributes forms, reviews application for completeness, collect applicable fees, answers questions, administers the passport oat and witnesses customers signatures on applications and forwards all applications and documents to Passport Services for further processing •Resolves customer and program issues that impact sales and registration and escalates more complex issue to the Manager. •Answers phone promptly using standard salutation and prioritizes customer walk-up needs over phone conversations and email correspondence •Answers email correspondence within 24 hours •Provides facility tours upon request •Enrollment: set up and maintain on-line store, web-site, program binders •Sets up and maintain a future client waiting list. •Processes camp/class/clinic enrollments, send out receipts, confirmation and program information •Responds to non-routine patron request for refunds, payment issues, transfers, special requests. Etc. •Assists patrons in the use of the on-line scheduling systems •Processes client refunds as needed and within guidelines •Successfully and accurately operates cash register handling cash and processing checks and charge payments, Point of Sale Program, Fusion and on line sales. All transactions have to adhere strictly to the University Cash Handling Policy’s •Reconciles and balance the cash register at end of the shift and prepares cash for deposit.
ADMINISTRATIVE •Serves as the shift leader during evenings and weekends •Provides guidance to staff and monitoring customer service levels for the unit. •Assists with staff scheduling •Generates program reports for review and use by program manager •Processes program and project information, both routine and special requests into database systems •Assists with editing brochure and submits changes to the department’s Media/Communications Manager •Processes passports •Submits purchasing, maintenance, and computer requests per department protocol and procedures •Maintains necessary forms and brochures at workstation and communicates to Manager when new forms are needed in a timely manner. •Services as back up for the CSC Supervisor as needed. • Maintains a clean and orderly work area
•Performs other duties as assigned •Trains student cashiers on the operations at satellite locations, the Golden Bear Recreation Center & Strawberry Canyon Recreation Area•Excellent Customer Service Skills •Excellent written and verbal communication skills •Excellent problem solving skills •Ability to process various payment types accurately •Excellent attention to detail skills •Ability to report to work with strict time schedules due to operating requirement of the unit and customer commitments •Ability to multitask •Ability to work with a diversity client group •Ability to de-escalate challenging situations •Ability to maintain a professional demeanor and appearance (adhering to a business casual dress code) at all times •Ability to multi-task and work in a fast paced environment •Must be willing and able to work a flexible schedule to meet customer flow and demand and seasonal peak periods including work on Saturday’s
Education/Training: •AA or Bachelor’s degree preferred
Licenses or certifications required, if any: •Must qualify to receive certification from the Regional Passport Agency and maintain annual certification for US Passport Representative. •This is a 75% FTE, Limited appointment. Duration of appointment is until April 30, 2019 with opportunity for extension. •Anticipated work schedule is Friday - Monday providing added coverage during busy periods, as well as work newly expanded Sunday hours 11am - 5pm. •Must be willing and able to work a flexible schedule to meet customer flow and demand and seasonal peak periods including work on weekends.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.