Customer Services Administrative Coordinator*

About the Department

Position Duties

• Perform Division-Wide Administrative Coordination, Systems Management, and Supervisory Duties Post positions via Neogov, conduct interviews, hire, administer discipline, handle grievances, assign training, approve payroll, and complete annual reviews. Provide direct supervision of the customer service staff of the Community Services section. Assign, prioritize, and control workflow of staff to ensure effective reservations for shelter, athletic, and special event. Serve as Parks Division liaison with Information Technology ; primary authorized IT contact for staff technology support and software implementation. Serve as primary Division administrator for contract routing. Coordinate and oversee the division's Open Records request workflow. Serve as division-wide customer service trainer; develop and maintain division-wide customer service standards, training curriculum, and performance expectations. Develop and administer customer service surveys and performance metrics; analyze results and recommend improvements. Serve as liaison between the Operations, Planning, and Customer Services units on cross-divisional coordination and communication. Manage Lakeside Community Room reservations, fees, and use policies. Coordinate and Administer Park’s Shelter, Athletic, and Special Event Reservations and Point of Sale Revenue Coordinate and supervise the preparation of revenue deposits for shelter, athletic reservations, and special events, including online and credit card transactions. Develop and recommend annual fee schedules for shelter reservations, athletic reservations, and Friends group agreements. Resolve reservation and registration conflicts; review and approve exceptions to standard reservation requests. Administer labor/damage charges and negotiate payment plans when necessary. Develop and maintain office systems, operating policies, and Standard Operating Procedures (SOPs); identify problems and implement needed improvements. Review and update section’s webpages, application materials, instructions, and procedures on a regular basis to ensure information is accurate and up to date. Serve as primary administrator of RecTrac scheduling/reservation software and Accela permitting software. Coordinate and Administer Parks Division Permits, Mooring, Watercraft, and Storage Agreements Assign, prioritize, and control workflow for all permits, mooring/watercraft agreements, and division storage agreements (e.g., cross country ski, dog park, lake access, and disc golf permits). Maintain accurate and complete records for all permit, mooring, watercraft, and storage agreement programs. Serve as primary administrator for all permitting software; produce statistical and narrative reports; identify, recommend, and implement policy changes and improvements. Administer division storage agreements, including tracking renewals, terms, and fee compliance. Coordinate and Administer Parks Division Subcommittees and Board of Park Commissioners (BPC) Support Make work assignments for staff to ensure an effective and efficient legislative, committee and commission support program; coordinate staff attendance at subcommittee meetings; provide direct BPC support as needed. Act as primary Division administrator of legislative tracking software. Oversee assembly, review, publishing, and distribution of agendas and attachments and meeting minutes. Perform other related duties as needed or assigned.

Perform Division-Wide Administrative Coordination, Systems Management, and Supervisory Duties

• Post positions via Neogov, conduct interviews, hire, administer discipline, handle grievances, assign training, approve payroll, and complete annual reviews.
• Provide direct supervision of the customer service staff of the Community Services section.
• Assign, prioritize, and control workflow of staff to ensure effective reservations for shelter, athletic, and special event.
• Serve as Parks Division liaison with Information Technology ; primary authorized IT contact for staff technology support and software implementation.
• Serve as primary Division administrator for contract routing.
• Coordinate and oversee the division's Open Records request workflow.
• Serve as division-wide customer service trainer; develop and maintain division-wide customer service standards, training curriculum, and performance expectations.
• Develop and administer customer service surveys and performance metrics; analyze results and recommend improvements.
• Serve as liaison between the Operations, Planning, and Customer Services units on cross-divisional coordination and communication.
• Manage Lakeside Community Room reservations, fees, and use policies.
• Coordinate and supervise the preparation of revenue deposits for shelter, athletic reservations, and special events, including online and credit card transactions.
• Develop and recommend annual fee schedules for shelter reservations, athletic reservations, and Friends group agreements.
• Resolve reservation and registration conflicts; review and approve exceptions to standard reservation requests.
• Administer labor/damage charges and negotiate payment plans when necessary.
• Develop and maintain office systems, operating policies, and Standard Operating Procedures (SOPs); identify problems and implement needed improvements.
• Review and update section’s webpages, application materials, instructions, and procedures on a regular basis to ensure information is accurate and up to date.
• Serve as primary administrator of RecTrac scheduling/reservation software and Accela permitting software.
• Coordinate and Administer Parks Division Permits, Mooring, Watercraft, and Storage Agreements
• Assign, prioritize, and control workflow for all permits, mooring/watercraft agreements, and division storage agreements (e.g., cross country ski, dog park, lake access, and disc golf permits).
• Maintain accurate and complete records for all permit, mooring, watercraft, and storage agreement programs.
• Serve as primary administrator for all permitting software; produce statistical and narrative reports; identify, recommend, and implement policy changes and improvements.
• Administer division storage agreements, including tracking renewals, terms, and fee compliance.
• Make work assignments for staff to ensure an effective and efficient legislative, committee and commission support program; coordinate staff attendance at subcommittee meetings; provide direct BPC support as needed.
• Act as primary Division administrator of legislative tracking software.
• Oversee assembly, review, publishing, and distribution of agendas and attachments and meeting minutes.

Minimum Qualifications

• Two (2) years of experience applying the following: Customer service policies and procedures; Principles and practices of parks and recreation administrative operations, including program registration, facility reservations, and customer account management; Principles and practices of recordkeeping and documentation; Computer software applicable to the duties of the position, including RecTrac and Microsoft 365; Applicable ordinances, policies, and regulatory requirements; AND Familiarity with the following: Budgeting practices; Technology and tools used in an office setting, including productivity software, social media, and online databases; Resources related to parks and recreation programs, services, and facilities; Resources related to racial equity. -OR- Bachelor's degree in Public Administration, Business Administration, Recreation Management, Parks Management or closely related field; AND Two (2) years of leadership principles (e.g., directing or supervising the work of other staff and/or volunteers, or training, mentoring or coaching) Other combinations of training and experience that can be demonstrated to result in possession of the knowledge, skills, and abilities necessary to perform the duties of the position will also be considered. The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore, successful candidates will have demonstrated ability to effectively work with multicultural communities. For a complete list of the knowledge, skills, and abilities, please see the classification specification .
• Two (2) years of experience applying the following: Customer service policies and procedures; Principles and practices of parks and recreation administrative operations, including program registration, facility reservations, and customer account management; Principles and practices of recordkeeping and documentation; Computer software applicable to the duties of the position, including RecTrac and Microsoft 365; Applicable ordinances, policies, and regulatory requirements; AND
• Customer service policies and procedures;
• Principles and practices of parks and recreation administrative operations, including program registration, facility reservations, and customer account management;
• Principles and practices of recordkeeping and documentation;
• Computer software applicable to the duties of the position, including RecTrac and Microsoft 365;
• Applicable ordinances, policies, and regulatory requirements; AND
• Familiarity with the following: Budgeting practices; Technology and tools used in an office setting, including productivity software, social media, and online databases; Resources related to parks and recreation programs, services, and facilities; Resources related to racial equity.
• Budgeting practices;
• Technology and tools used in an office setting, including productivity software, social media, and online databases;
• Resources related to parks and recreation programs, services, and facilities;
• Resources related to racial equity.
• Bachelor's degree in Public Administration, Business Administration, Recreation Management, Parks Management or closely related field; AND
• Two (2) years of leadership principles (e.g., directing or supervising the work of other staff and/or volunteers, or training, mentoring or coaching)

Other Qualifications

• Possession of a valid driver's license to operate City vehicles for attendance of site meetings with customers and staff. Physical Requirements: Ability to lift up to 50 pounds with assistance. Ability to stand or sit at a computer workstation and desk for long hours. Ability to use standard office equipment, including computer, phone, copier, etc. *Payroll title for this position is Parks Program Coordinator
• Possession of a valid driver's license to operate City vehicles for attendance of site meetings with customers and staff.
• Ability to lift up to 50 pounds with assistance.
• Ability to stand or sit at a computer workstation and desk for long hours.
• Ability to use standard office equipment, including computer, phone, copier, etc.

Benefits

• The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary. Compensation The City of Madison strives to pay competitive wages. View the current salary schedules for pay for all classifications. Employees receive increases based on tenure with the City. Benefits The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our website for more information. Leave Vacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below. 0-3 years 10 work days of vacation After 3 years 12-1/2 days After 7 years 15 days After 11 years 17-1/2 days After 15 years 20 days After 19 years 25 days After 27 years 27 days Employees earn 3.5 personal days in addition to vacation. Employees receive eight official paid holidays (New Year's Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 3 paid leave days (the Friday after Thanksgiving, Christmas Eve, New Year's Eve). Employees also earn 13 sick days annually that may accrue to a total of 150 days. Retirement The City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds. Insurance The City of Madison offers a variety of optional insurance programs including: Health Insurance Dental Insurance Vision Insurance Pet Insurance Life Insurance Income Continuation Insurance (for short and long-term disability) Long Term Care Insurance Other Benefits The City offers numerous other benefits and programs for employees, including: •457(b) deferred compensation plans •Employee Assistance Program •Bus Pass on Madison Metro •Flexible Work Schedules •Employer-paid Training
• The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary.

Compensation

• The City of Madison strives to pay competitive wages. View the current salary schedules for pay for all classifications. Employees receive increases based on tenure with the City.
• Benefits
• The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our website for more information. Leave
• Vacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below.
• 0-3 years 10 work days of vacation After 3 years 12-1/2 days After 7 years 15 days After 11 years 17-1/2 days After 15 years 20 days After 19 years 25 days After 27 years 27 days
• Employees earn 3.5 personal days in addition to vacation.
• Employees receive eight official paid holidays (New Year's Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 3 paid leave days (the Friday after Thanksgiving, Christmas Eve, New Year's Eve). Employees also earn 13 sick days annually that may accrue to a total of 150 days. Retirement
• The City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds.

Insurance

Other Benefits

• The City offers numerous other benefits and programs for employees, including:
• 457(b) deferred compensation plans •Employee Assistance Program •Bus Pass on Madison Metro •Flexible Work Schedules •Employer-paid Training

Supplemental Questions