Customer Experience Program Coordinator

JOIN REDMOND!

Are you a proactive and organized individual with a passion for customer service? We're looking for a Customer Experience Program Coordinator to join our team at the community center! In this role, you'll be the friendly face at the front desk, providing top-notch customer support to our visitors. But that's not all! You'll also be responsible for coordinating rentals of various city-owned assets, making sure everything runs smoothly from start to finish.

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 our facility rentals program. 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 and our community centers.

This is a fantastic, full-time position for someone who has worked in a role that combined both customer service with project management work. Because this work involves venue and facility rentals, if you have experience in other industries such as corporate events, weddings, and other facility rental spaces, this position will feel natural to you.

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!

ROLE & RESPONSIBILITIES

• Customer Service Support: As the main point of contact at the front desk, you'll be the go-to person for visitors, ensuring they have a pleasant and enjoyable experience at the community center.
• Efficient Coordination: Coordinating workflows, following up with clients, and creating staffing plans for rentals will be essential to keep things running like a well-oiled machine.
• Rental Planning: You'll take charge of developing a comprehensive rental plan for all city-owned assets (excluding field rentals), complete with policies and procedures to streamline the process.
• Collaboration with Event Staff: You'll liaise with event staff to ensure seamless execution of rental arrangements, making sure every event goes off without a hitch.
• Systems Development: You'll be a wizard at setting up systems that allow staff to promptly respond to rental inquiries, be proactive in bookings, and schedule venue tours for potential clients, even during evenings and weekends.
• CRM and Amilia Experience: Experience in CRM's and Amilia (recreation software) is a big plus as you'll be using these tools to enhance rental management processes.
• Cost Recovery Management: Managing cost recovery for all rentable assets will be part of your responsibility to ensure financial efficiency.

More About You:

• You have strong sales and customer experience knowledge: A high level of knowledge in sales and customer service will help you excel in this role.
• You are customer-centric: Providing exceptional service and ensuring customer satisfaction should be at the core of your work ethic.
• You are a strong communicator: Excellent communication skills, both written and verbal, will be essential for effective coordination and collaboration.
• You are organized and independent: You should thrive in a structured environment and be capable of managing multiple tasks efficiently.

QUALIFICATIONS

EDUCATION AND EXPERIENCE:

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

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.

BENEFITS

The City of Redmond offers an excellent benefits package including:

• PRESCRIPTION DRUG INSURANCE - Included with each medical plan
• DENTAL INSURANCE - For employees and their eligible dependents
• FLEXIBLE SPENDING ACCOUNTS - For tax savings on healthcare and dependent care expenses
• Annual COLA adjustments
• PAID VACATION & HOLIDAYS – with (13) paid holidays per year
• Annual merit increases of up to 5%
• 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
• OTHER INSURANCE - Life, accidental death & dismemberment insurance, short and long-term disability, optional employee-paid voluntary life insurance
• 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
• VISION INSURANCE - For employees and their eligible dependents

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

SELECTION PROCESS:

• Note, the City may review existing application pools to fill this position or use this pool to fill future vacancies.
• Top candidates will be contacted to participate in the next phase of selection process, which may include testing and/or an interview.
• All applicants will be notified of their application status.
• 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.