Customer Service Representative - Rec Sports (4723C)
About Berkeley The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
Departmental Overview 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
Responsibilities 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.
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.
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
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
Licenses or certifications:
Must qualify to receive certification from the Regional Passport Agency and maintain annual certification for US Passport Representative.
Supervisory or Customer Service lead experience
Thorough knowledge of all Recreational Sports Programs or ability to learn the various programs in a short time frame
Working knowledge of all recreational facilities and program assignments as well as program schedules and use of EMS Master Calendar
Working knowledge of Department and University policies regarding all recreation programs and sales transactions related to procedures and processes
Prior experience handling a cash register and various forms of payment
Salary & Benefits Salary commensurate with experience. For information on the comprehensive benefits package offered by the University visit:
How to Apply Please submit your cover letter and resume as a single attachment when applying.
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.
Conviction History Background This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
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.