Customer Experience Program Coordinator

At the City of Redmond, we build community through people, parks, arts, recreation, and conservation. Our sustainable parks are comprised of over 1,351 acres of land, 47 parks, and a collection of 39 miles of public trails. We serve all ages, abilities, and interests through innovative classes and services offered at our facilities and community centers. We integrate unique art and cultural experiences into the activities, interactions, and events that weave our community together. People in Redmond explore our parks, play at our centers, and connect with their neighbors and friends.

That’s why our Customer Experience Program Coordinator is such an important role in our Parks & Recreation department.  As our Customer Experience Program Coordinator, you will provide support in the creation, implementation, and maintenance of a variety of programs, events, and processes across several of our locations. This position requires a significant amount of customer service and public interaction; often acting as the first line of contact for the public regarding the applicable program or event.  

This is a fantastic, full-time position for someone who has worked in a role that combined both customer service with administrative work such as an office manager or receptionist. It's also a great opportunity for someone with an HR or education background. You will be successful in this role if you think about ways to improve processes or system design, customer service, and who works well in a fast-paced environment. We know that not all relevant experiences come from being paid to do it at a job, so if you have done similar work as a parent, volunteer, or with a non-profit, we’d love to see you put that on your application!  


More About You:
 
Organization is your superpower. In this role, you will need to be able to go back-and-forth between providing cheerful and helpful customer service to task-oriented work with deadlines. Your natural organizational skills are what actually makes you adaptable because they give you the ability to flawlessly switch between these gears and not get grumpy or fall behind on your work.

Numbers and paperwork don't scare you. This position is responsible for citywide cashiering, and helping to track financial reports related to certain activities and events across the city. So, while your outgoing, helpful personality is wonderful, you balance it with strong computer and financial background that allows you to help our programs be successful.

You don’t see problems – you only see solutions. It’s too easy to tell people that something can’t be done. But that’s not us. We want to help people enjoy our events and services in our City! This means you get excited about helping solve some of the challenges and seeing something come together, because you know what it means to work for a City and to be in service to the community. This also makes you a great leader to the seasonal staff when you on-board them in busy months. They look to you as a model of our values and culture.
 
You are a great learner. We can teach you how to work for a municipal government and everything you need to know about Parks & Rec. We just want you to be ready to learn, take feedback, apply it, and grow.
 
If selected as our new Customer Experience Program Coordinator, these are a few of the things you will learn how to do in addition to working with the public:

• Provide an excellent customer experience in person, on the phone, and through email for multiple lines of City business.
• Coordinate, facilitate, and schedule the supplemental onboarding program across the city.
• Responsible for city-wide cashiering, reporting, and problem-solving.
• Utilize and maintain computer programs and systems to input, track and communicate program data/details as well as prepare documents and run reports as requested.
• Act as the liaison for various projects (both internally and externally dependent upon the project and parties involved)
• Assist in monitoring contractual requirements, to ensure they are met by program vendors or contractors prior to services being rendered.
• Partner with and assist program assistant, coordinators and/or supervisors to ensure success of various programs, including scheduling and project management.  
• Prepare and interpret financial reports and data using a variety of different software systems.
• And other duties as assigned.

EDUCATION AND EXPERIENCE:

• Any combination equivalent to an Associate of Arts degree in Parks and Recreation, Business, Hospitality, or a related field.
• Two (2) years of experience performing administrative duties is preferred.
• One (1) year of experience in a municipal setting is preferred. 
• This position is currently covered by a collective bargaining agreement.

LICENSES AND CERTIFICATES:

• Valid Washington State Driver's License.
• Valid First Aid & CPR certifications (must be obtained within 6 months of hire).

Please review the Program Coordinator classification description for more information about the knowledge, skills, abilities, working conditions, and physical requirements.The City of Redmond offers an excellent benefits package including:

• MEDICAL INSURANCE - Choice of two plans for employees and their eligible dependents: Premera or Kaiser Permanente, all employee premiums paid by the City of Redmond
• PRESCRIPTION DRUG INSURANCE - Included with each medical plan
• DENTAL INSURANCE - For employees and their eligible dependents
• VISION INSURANCE - For employees and their eligible dependents
• OTHER INSURANCE - Life, accidental death & dismemberment insurance, short and long-term disability, optional employee-paid voluntary life insurance
• FLEXIBLE SPENDING ACCOUNTS - For tax savings on healthcare and dependent care expenses
• PAID VACATION & HOLIDAYS – with (13) paid holidays per year
• EMPLOYEE ASSISTANCE PROGRAM (EAP)
• RETIREMENT PLANS - Department of Retirement Systems (DRS) PERS plus additional options that include Municipal Employees Benefit Trust (Social Security replacement plan) and MetLife 457 Plan
• Annual COLA adjustments
• Annual merit increases of up to 5%

To learn about benefits at the City of Redmond , please visit C2MB (ajg.com)  
 
 SELECTION PROCESS:

• This will be a highly competitive process - you are encouraged to apply as early as possible. We are screening and interviewing candidates throughout this recruitment. Once a pool of qualified candidates is identified, this position may be closed prior to the published closing date. 
• Top candidates will be contacted to participate in the next phase of the selection process, which may include testing and/or an interview.
• Note, the City may review existing application pools to fill this position or use this pool to fill future vacancies.