Job Title Customer Service LeadJob Summary The Customer Service Lead provides shift-level supervision, guidance, and operational support to the Customer Service Team Members at the Monarch Recreation Center. This role ensures high-quality customer service, accurate financial transactions, and consistent front-line operations and serves as the primary point-of-contact for patrons and staff during assigned shifts. The Lead assists with issue resolution, membership processing, and maintaining facility standards. Essential Job Functions and Other Important Duties Assists in overseeing daily check-in, membership inquiries, phone support, point-of-sale transactions, and program registrations. Provides direction to Customer Service Team Members to ensure smooth and efficient operations. Assigns tasks, monitors performance, ensures adherence to service standards, and provides coaching during shifts. Ensures appropriate break coverage, task completion, and readiness of workstations. Handles escalated customer questions, membership errors, complaints, and account adjustments within approved guidelines. Communicates unresolved issues to the Customer Service Coordinator. Reviews shift cash drawers, supports reconciliation, audits transactions for accuracy, and ensures that staff follow proper financial handling procedures. Coordinates with the Customer Service Coordinator and Membership Supervisor to provide updates, report issues, and support front of house operational needs. Assists with onboarding, shadowing, and reinforcement of policies, service expectations, and operational standards. Remains accessible via cell phone to address job-related issues or emergencies using City applications. Other duties, as assigned.
Job Qualifications:
Formal Education: Must be at least 16 years of age and currently enrolled in high school or have completed high school/GED. Relatable Work Experience: Experience with customer service and point of sale (POS) systems. Training, Licenses, and Certifications: Adult and Child CPR, and Standard First Aid certification, or the ability to obtain within 6 months of hire date.
Preferred Qualifications:
Previous lead or shift-supervisor experience highly preferred. Experience in recreation or fitness center operations.
Experience: Training or coaching staff.
Disclaimer:
Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university. Knowledge, Skills, and Abilities Needed & Environmental Factors and Other Physical Requirements Knowledge of customer service principles and recreation center operations. Knowledge of POS systems, registration software, and membership processes. Skills in conflict resolution, communication, and shift-level leadership. Ability to multitask in a fast-paced environment with high customer volume. Ability to train and guide staff. Ability to perform accurate cash-handling and account adjustments. Ability to maintain professionalism and provide excellent guest experience. Ability to work a flexible schedule, including evenings and weekends. Ability to communicate clearly and effectively. Ability to work independently and as part of a team. Environmental Factors and Other Physical Requirements (Work Environment): Frequent standing and walking for extended periods. Occasional lifting up to 30 lbs. (supplies, materials, storage items). Regular talking, listening, and visual focus for computer/phone tasks. Loud environments in lobby/facility areas. Occasional exposure to cleaning chemicals. High-volume interactions with upset or frustrated patrons.
Benefits
Benefits Overview:
10 hours of vacation leave per month. 8 hours of sick leave per month. Medical insurance and benefits provided at zero premium cost to the employee. 50% employer dependent health benefits premium contribution. Dental benefits are provided at zero premium cost to the employee. 24 hours of paid personal holiday leave each fiscal year. 10 wellness hours each fiscal year. Retirement plan includes a 7% contribution of an employee's gross salary to the Texas Municipal Retirement System (TMRS) with a City contribution match of 2 to 1 (14%) at retirement. Military leave. Education reimbursement assistance.
