Customer Relations Assistant Director (Administrative Assistant IV)

This position oversees the daily operations of RCC's customer service functions, ensuring adherence to established policies, procedures, and service standards. Manages customer service desk activities, oversees patron interaction with the registration system, and resolves complex or non routine issues requiring interpretation of RCC policies. Employees in this position are required to actively participate in the Attendant On Duty (AOD) system to ensure the safety and well-being of both staff and patrons.

Duties include maintaining and troubleshooting assigned areas of the RecTrac database, conducting administrative analysis, preparing daily operational communications, and coordinating the onboarding and orientation of new customer service staff. Administers the processing of refunds, cancellations, waitlists, and fee waiver applications in compliance with RCC guidelines, ensuring accurate documentation, reconciliation, and reporting while recommending program improvements as needed. Provides direct supervision to a team of full time and part time Customer Service Representatives, supporting recruitment, hiring, coaching, performance management, and payroll activities in coordination with the Customer Relations Director. Through effective oversight, documentation, and operational coordination, ensures the efficient delivery of customer service functions and supports RCC's mission of providing responsive, equitable service to the community.

Note: This is a full-time, 40-hour per week position. The assigned functional areas of the position are general administrative support and customer service/front desk support.

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)

General Financial Duties

• Recommends changes to agency/work unit administrative policies, procedures and methods;
• Uses existing spreadsheets and databases to interpret and organize resource information;
• Provides customized reports to analysts or others in the unit.

• Supervises staff performing clerical accounting duties at the Asst. II and III levels;
• Resolves problems by performing qualitative review of individual cases;

• Independently composes original correspondence (e.g., preparation of replies to non-technical requests) for the executive/work unit head's review and signature;
• Coordinates data collection and provides information to others including executive/work unit head;
• Explains policies of the functional area (e.g., purchasing, travel, and leave).

• Performs/supervises several administrative functions (e.g., records management, reception);
• Manages a small work unit;
• Analyzes short-term administrative needs of the unit (e.g., status of supplies and equipment, determining if work order is needed);
• Notifies relevant individuals of work progress and inquires as to its status.

• Develops filing systems (paper and/or electronic);
• Develops internal mailing processes and procedures;
• Prepares non-routine responses to correspondence;
• May supervise general administrative functions.

• Oversees or resolves non-routine/difficult situations based on knowledge and interpretation of established policies & procedures;
• Interprets county rules & regulations to employees, management, and the public using discretion as to proper application.

• Develops macros;
• Serves as unit expert or lead over other clerical/administrative positions.

• Develops macros;
• Creates and maintains databases;
• Generates unique reports;
• Creates complex spreadsheets for work unit;
• Diagnoses and resolves simple software/hardware problems;
• May supervise.

• Prepares and/or supervises preparation of complex payroll (e.g., shift differential, overtime, multiple grants, 56 hour workweek, FLSA).
• Researches payroll issues (e.g., overtime, leave hours).
• Interprets policies & procedures.

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

Knowledge and understanding of the programs or activities of the unit served, as well as of the county and departmental administrative guides;
Position may require knowledge of basic principles and methods of a technical or professional field.

Math Skills

• Basic math skills.

• Intermediate skills in use of applicable Microsoft Office Word.

• Intermediate skills in the use of applicable Microsoft Office Suite software;
• Intermediate skills in the use of agency specific software applications.

• Ability to communicate well through written and oral means.

• Ability to gather, integrate, and analyze simple data.

• Ability to establish and maintain effective working relationships with both external and internal contacts.

MINIMUM QUALIFICATIONS:
Any combination of education, experience and training equivalent to high school graduation and three years of experience providing administrative support in the assigned functional area(s).

CERTIFICATES AND LICENSES REQUIRED:
First Aid/CPR Certifications within 12 months of hire.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and a Child Protective Services Registry check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Two years of front-line administrative and customer service experience supporting staff in a recreational environment.
• Experience with basic Microsoft Applications and enterprise systems such as SAP (FOCUS), SharePoint, or similar system.
• One year of experience supervising staff.
• Two years of experience using recreational software such as RecTrac, Active Net, Civic Rec, or similar system.

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