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4.3 SR 05-06-2024The Elk River Vision A welcoming community with revolutionary and spirited resourcefulness, exceptional service, and community engagement that encourages and inspires prosperity Request for Action To City Council Item Number 4.3 Meeting Date May 6, 2024 Prepared By Joe Stremcha, Business Services Director/Assistant City Administrator Item Description Community Event Center Organization Chart Updates Reviewed by: Cal Portner Tina Allard Action Requested Approve, by motion, a layoff of the following positions effective August 1, 2024: ▪ Facility Superintendent ▪ Facility Maintenance Manager ▪ Facility Maintenance Supervisor ▪ Assistant Facility Supervisor ▪ Customer Service Associate(s) Approve, by motion, an organization chart with job descriptions as described in the attachments and publicly advertise the following positions for hire: ▪ Community Event Center Manager ▪ Assistant Manager ▪ Maintenance Supervisor ▪ Concessionaire Supervisor ▪ Administrative Assistant ▪ Building Supervisor(s) ▪ Customer Service Associate(s) Background/Discussion The City Council has maintained an expectation that the FT Center revenues cover operational costs. Over the past year, the Assistant City Administrator has evaluated the operation and the organizational staffing model. This process included a SWOT analysis completed by facility staff. The result is a staffing model reorganization from a recreational facility-type organization to a hospitality-type staffing structure. This was primarily driven by the transition of concessions and catering to being managed and provided in-house and a need to enhance revenue through an increase in scheduled community-oriented events and programming in addition to existing amenity rentals. Page 29 of 254 The proposed changes to the FT Center organization chart and job descriptions support the City Council's operational objective. Financial Impact The number of full-time staff will be reduced from seven to six. Estimated budget reductions are as follows: ▪ Full Time: $154,212 ▪ Part Time: $21,518 ▪ Total: $175,730 Mission/Policy/Goal Meet changing needs - Agile. Attachments 1. Community Event Center Org Chart - May 1, 2024 2. Community Event Center Manager 3. Maintenance Supervisor 4. Concessions Supervisor 5. Assistant Manager 6. Administrative Assistant 7. Building Supervisor 8. Customer Service Associate Page 30 of 254 Full Time Staffing (7) ▪4 – Exempt o 2nd Asst. Supervisor Hiring freeze ▪3 - Non-Exempt Annual Full Time Wages Estimate: $832,839 Asst. Facility Supervisor(s) (FT) FT – Exempt Facility Maint. Supervisor FT - Nonexempt Ice Resurfacer/ Facility Worker(s) (PT)Concessionaire(s)Customer Service Associate(s) (PT) Sr. Facility Worker FT - Nonexempt Facility Superintendent FT - Exempt Facility Maint. Manager FT - Exempt Customer Service Associate (FT) FT - Nonexempt FT Center - Current Organization Chart Page 31 of 254 FT Center - Proposed Organization Chart Restructure Full Time Staffing (6) ▪4 - Exempt ▪2 - Nonexempt Annual Full Time Wages Estimate: $678,627 (Reduction of $154,212) Asst. Manager FT - Exempt Administrative Assistant FT - Non-Exempt Facility Worker(s) (PT) Concessionaire Supervisor FT - Exempt Building Supervisor(s) (PT) Customer Service Associate(s) (PT) Concessionaire(s) (PT) Sr. Facility Worker FT - Non-Exempt Maintenance Supervisor FT - Exempt Community Event Center Manager FT - Exempt Revised Job Descriptions Page 32 of 254 Positions FLSA & Hrs/year. Facility Superintendent Exempt Facility Maint. Manager Exempt Facility Maint. Supervisor Nonexempt Asst. Facility Supervisor(s)Exempt Senior Facility Worker Nonexempt Office Assistant Nonexempt Full Time Wages $832,839 Customer Service Associate(s)Part time (64 hrs/week) $24/hr avg. Facility Worker(s)Part time (101 hrs/week) $20/hr avg. Part Time Wages $216,976 FT Center - Proposed Organization Chart Restructure Budget Impact Changes Positions FLSA & Hrs/year.Comments Community Event Center Manager Exempt: 8a-5p M-F (hours vary as needed)Leader on Duty Rotation (as needed -Sub) Assistant Manager Exempt: 8a-5p M-F (hours vary as needed) Leader on Duty Every 3rd Weekend (8a-5p Sat/Sun) Maintenance Supervisor Exempt: 8a-5p M-F (hours vary as needed) Leader on Duty Rotation Every 3rd Weekend (8a-5p Sat/Sun) Concessionaire Supervisor Exempt 11a-8p W-F (24hrs) 11a -8p Sat/Sun (16hrs) (hours vary as needed) Leader on Duty Rotation Every 3rd Weekend (8a-5p Sat/Sun) Senior Facility Worker Nonexempt 6a-3p M-F (Flex as needed based on events) Events such as Squach, high school games, youth tournaments. etc. Administrative Assistant Nonexempt: 8a-5p M-F (Flex as needed based on events) Events such as commission meetings, section games, etc. Est. Full Time Wages $678,627 Customer Service Associate(s) Part time: 5p-8p M-F (15hrs) 10a -6p Sat/Sun (16hrs) (31 hours/week) $20/hr avg. Facility Worker(s)Part time: 3p-10p M-F (35hrs) 8a -11p Sat/Sun (30hrs x2) (95 hours/week) $20/hr avg. Building Supervisor(s) Part time 5p -10p M-F (25hrs) 5p -11p Sat/Sun (12hrs) (37 hours/week) $24/hr avg. Est. Part Time Wages $195,458 Current Proposed Budget Reductions ▪Full Time: $154,212 ▪Part Time: $21,518 ▪Total: $175,730 Page 33 of 254 Page 1 City of Elk River Community Event Center Manager Position Description Department/Division: Business Services/Multi-purpose Facility Immediate Supervisor: Assistant City Administrator/Business Serv. Director Pay Grade: 4E FLSA Status: Exempt Last Updated: (date) 5/2024 Positions Supervised: Maintenance Supervisor, Concessions Supervisor, Assistant Manager, and Administrative Assistant Position Summary The Community Event Center Manager oversees the day-to-day operations, develops, and coordinates event planning and implementation that align with the Multipurpose Facility Advisory Commission’s goals, markets and negotiates the use of rentable and leasable space to optimize facility usage and meet budget expectations, and directs all operations of the Multi- purpose Facility in the most efficient and economical manner possible. Essential Functions 1. Plans, coordinates, and directs operations of the multipurpose facility amenities including meeting rooms, field house, senior center, concessions, and ice rinks. A. Analyzes and evaluates opportunities ensuring innovation, providing quality services, maximizing potential revenue, and effectively meeting the needs and interests of residents and guests. B. Plans, directs, and oversees the general operations and maintenance of the multipurpose facility, to ensure it meets the needs and interests of the community. C. Enforces policy, practices, and other controls that improve the operation of the facility including mechanical systems. D.Responsible for the development, supervision, and oversight of the facility emergency management plan protocols and administers a program of employee safety. E. Researches and evaluates operating policies and procedures related to, but not limited to, facility rental fees, rental spaces, ice/dry floor rinks, drop-in program fees, complaint handling, food safety, sanitation, food service operations, and staffing models to make recommendations for changes. F. Plans and coordinates rental facility operations, including rental packages, for the multipurpose facility. G. Develops lease agreements and recruits tenants for retail space. 2. Performs short- and long-term planning and budgeting. A. Prepares, develops, and monitors the multipurpose facility and senior center budgets including transactions, material assets, funds, and financial reports. Page 34 of 254 Community Event Center ManagerPage 2 B. Seeks, develops, and recruits naming rights and advertising opportunities for the facility. C. Develops, coordinates, and evaluates data collection, analysis, and reporting procedures for the facility. D. Assists in the preparation of the annual budget and oversees the implementation of approved budget. 3. Performs communication and reporting activities. A. Works with city staff to oversee and coordinate ongoing promotional initiatives and the timely development of publicity through a variety of print, website, and social media methods. B. Meets with potential users and user groups to facilitate uses to meet their needs. C. Solicits advertising, lease, and programming opportunities and negotiates pricing in accordance with facility values. D. Identifies and coordinates the development of programs and activities to maximize the use of the facility. E. Attends department, Multipurpose Facility Advisory Commission, and City Council meetings as required. F. Provides administrative support to the Multipurpose Facility Advisory Commission. G. Keeps the Assistant City Administrator/Business Services Director informed of significant matters. 4. Performs staffing and personnel activities. A. Coordinates, schedules, and supervises the multipurpose facility personnel to ensure effective staffing levels and optimum service delivery. B. Provides direct supervision of assigned staff. C. Identifies staffing needs and trains employees. D. Assess and manages employee performance and provides timely feedback. E. Performs timely annual performance reviews of supervised employees. F. Ensures a safe work environment by training employees and continually assessing conditions of the facility. 5. Performs other essential job duties. A. Regular and timely work attendance. B. Follows all safety procedures and participates in safety training. Required Knowledge, Skills, and Abilities Knowledge of the management and operation of a large-scale recreational facility. Knowledge in food safety and sanitation, food service operations, marketing essentials, events planning, operations, and management techniques of an ice arena. Skilled in communicating effectively, both orally and in writing, with elected officials, business leaders, community organizations, city staff, Multipurpose Advisory Facility Commissioners, and the public, including making formal presentations. Skilled in conflict resolution and the ability to manage facility/departmental issues. Skilled in managing several projects at one time and to organize personnel for high levels of productivity. Ability to read and interpret documents such as safety rules, operating and maintenance instruction, technical procedures, and governmental regulations. Ability to write routine reports and correspondence. Ability to effectively speak in public. Page 35 of 254 Community Event Center ManagerPage 3 Ability to research and conduct studies related to facility trends and issues and update plans accordingly. Ability to develop and maintain collaborative working relationships with a wide variety of sports and recreation related interest groups. Ability to supervise staff and motivate employees to work to their full potential. Ability to remain up to date on professional knowledge and skills. Ability to positively engage the public in ways that build constituent use and ownership of rentals and public facilities. Minimum Qualifications Bachelor’s degree in hospitality management, business management, or related field. Five years progressively responsible experience in the field of facility management Three years supervisory experience. Valid driver’s license and good driving record. Preferred Qualifications Master’s degree in hospitality management, business management, or related field. This Position Description is not intended to be all-inclusive. It is within the City of Elk River’s discretion to assign additional duties and responsibilities or remove duties and responsibilities at any time. This Position Description does not constitute a Contract of Employment. Page 36 of 254 Page 1 City of Elk River Maintenance Supervisor Position Description Department/Division: Business Services/Multi-purpose Facility Immediate Supervisor: Community Event Center Manager Pay Grade: 7E FLSA Status: Exempt Last Updated: (date) 5/2024 Positions Supervised: Senior Facility Worker, Ice Resurfacer/Facility Worker Position Summary The Facility Maintenance Supervisor is responsible for general operations and maintenance of the ice rink and its equipment in the most efficient and economical manner possible. Essential Functions 1. Assists in the day-to-day operations of the multi-purpose facility. A. Supervises personnel to maintain facility effectiveness. B. Carries out and enforces policies and practices. C. Insures that safety and security measures are enforced. D. Keeps Community Event Center Manager informed of important developments that he/she will need to know to effectively manage the operation of the facility. E. Participates in the preparation of the annual budget, monitors expenditures and revenues. 2. Provides maintenance functions of the Multi-purpose Facility, rinks, and equipment. A. Maintains the ice sheet in optimum condition when the rink is open to the public. B. Carries out maintenance activities and preventive maintenance programs on facility machinery and equipment. C. Provides general maintenance of the facility and grounds to ensure cleanliness and safety. D. Ensures necessary repairs are made promptly. E. Inspects and corrects any ice surface defects. F. Identifies any maintenance problems with the ice refrigeration and resurfacing equipment and notifies supervisor. 3. Performs equipment operations. A. Operates rink refrigeration equipment. B. Operates resurfacing equipment in a safe manner, keeping ice hours on schedule. 4. Supervises maintenance personnel. A. Recommends for hire, trains, and evaluates performance of maintenance staff in accordance with the personnel policies of the city. B. Schedules personnel to provide adequate staff coverage for maintenance and operations. Page 37 of 254 Page 2 C. Performs timely annual performance reviews of all employees supervised. D. Assigns workload to maintenance employees. E. Trains maintenance personnel in facility equipment operations. 5. Performs other essential job duties. A. Regular and timely work attendance. B. Follows all safety procedures. C. Participates in safety training. D. Performs skate sharpening. Required Knowledge, Skills, and Abilities Knowledge of facility equipment to readily diagnose operating problems to minimize downtime. Knowledge of proper maintenance procedures. Knowledge of ammonia refrigeration/ice making system operation, maintenance, and safety procedures. Knowledge of facility administration and operations. Knowledge and experience of facility mechanical equipment. Skilled in operating custodial maintenance equipment. Ability to administer a budget. Ability to establish and maintain effective working relationships with others. Ability to train and supervise part-time employees. Ability to plan, supervise, and evaluate the work of others. Ability to deal with the public in a courteous and efficient manner. Ability to communicate effectively, both orally and in writing. On a frequent basis, must be able to lift 20 lbs. from floor to waist and have the ability to carry it over 250 feet. On a frequent basis, must be able to pull 95 lbs. Minimum Qualifications High School diploma or equivalent. Valid driver’s license and good driving record. Three years of experience with ice arena refrigeration systems, resurfacing machines, and building and equipment maintenance. Valid driver’s license and good driving record. Preferred Qualifications Certified courses in ice arena refrigeration. Postsecondary degree in arena maintenance or related field. Three years supervisory experience. This Position Description is not intended to be all-inclusive. It is within the City of Elk River’s discretion to assign additional duties and responsibilities or remove duties and responsibilities at any time. This Position Description does not constitute a Contract of Employment. Page 38 of 254 Page 1 City of Elk River Concessions Supervisor Position Description Department/Division: Business Services/Multi-purpose Facility Immediate Supervisor: Community Event Center Manager Pay Grade: 8E FLSA Status: Exempt Last Updated: (date) 5/2024 Positions Supervised: Concession Worker Position Summary The Concessions Supervisor is responsible for leading team members to provide exceptional guest service and coordinating operational needs for the concessions stand and catering service. Essential Functions 1. Trains team members and assigns duties, evaluates, and documents job performance. 2. Ensures all food and beverage is prepared properly and meets quality standards. 3. Maintains level of inventory throughout shift and orders replacement stock as necessary. 4. Enforces city cash handling procedures and investigates any money and inventory discrepancies. 5. Resolves any guest or team member issues that may arise. 6. Provides direction and oversight to concession workers. 7. Ensures that all policies, procedures, and practices are adhered to, including compliance related to alcohol service, food handling/sanitation guidelines, and general safety policies and procedures. 8. Facilitates food service or catering services for facility renters, including in-house catering options. 9. Works any open shifts to ensure location is fully operational and city standards pertaining to speed of service and guest satisfaction are met. 10. Performs other essential job duties as directed. a. Regular and timely work attendance. b. Follows all safety procedures. Page 39 of 254 Concessions SupervisorPage 2 c. Participates in safety training. d. Sets up and takes down chairs, tables, etc., for meetings. e. Assists in operating and maintaining ice resurfacing equipment. f. Assists in identifying and correcting ice surface defects. g. Keeps supervisor informed of important developments to effectively maintain operations. h. Takes initiative to perform other duties or assume other responsibilities as time allows. Required Knowledge, Skills, and Abilities/Minimum Qualifications Knowledge of basic food handling, sanitation, and customer service. Ability to communicate with employees, co-workers, volunteers, management staff, and guests in a clear, business-like, and respectful manner. Ability to calculate basic math functions (addition, subtraction, multiplication, division, percentages) as they relate to POS cash/credit transactions, cash reconciliation, and product inventory. Ability to work well in a team-oriented, fast-paced, event-driven environment. Ability to handle cash accurately and responsibly. Ability to lift 50 pounds. Minimum Qualifications Valid Minnesota driver’s license and good driving record. High school diploma or equivalent. Three years of food service work experience or an associate degree in hospitality management plus two years of food service work experience. Preferred Qualifications Supervisor experience in a fast-food or catering environment. This Position Description is not intended to be all-inclusive. It is within the City of Elk River’s discretion to assign additional duties and responsibilities or remove duties and responsibilities at any time. This Position Description does not constitute a Contract of Employment. Page 40 of 254 Page 1 City of Elk River Assistant Manager Position Description Department/Division: Business Services/Multi-purpose Facility Immediate Supervisor: Community Event Center Manager Pay Grade: 8E FLSA Status: Exempt Last Updated: (date) 5/2024 Positions Supervised: Customer Service Associate, Building Supervisor Position Summary The Assistant Manager is responsible for customer service, security, sponsorship solicitation, programing events, and supervision of the entire facility during events as assigned. Work hours will be days, evenings, and weekends with ability to flex based on the facility’s customer service needs. Essential Functions 1. Provides overall supervision of the building to ensure all rentals, programs, and events are running smoothly and customers are served beyond their expectations. A. Supports the facility team with evening and weekend rentals and events; this includes scheduling staff to set up and tear down for events and providing AV and set up/tear down assistance as needed. B. Assists with rental facility operations, including rental packages. C. Answers questions and provides direction for customers and part-time staff. D. Maintains a strong on-site presence to monitor programs and activities in the multipurpose facility and ensures compliance with established city policies for staff and customers. E. Occasionally opens and closes facility by disabling and enabling facility security alarm system and oversees security cameras and related systems. F. Participates in the preparation of the annual budget, monitors expenditures and revenues. G. Assists the Community Event Center Manager in coordinating the requisition of supplies and equipment for the facility. H. Registers patrons for recreation programs, classes, and senior center memberships. Collects registration fees and payments for rentals and merchandise sales. I. Coordinates with community organizations to schedule programs, rentals, and events; prepares rooms for program activities, rentals, meetings, and events. J. Keeps the Community Event Center Manager informed of significant matters. K. Communicates sponsorship opportunities with private partners and cultivates a strong working relationship to ensure sponsor needs are fulfilled. L. Coordinates vendor trade shows and recreational programing opportunities within the facility. 2. Performs staffing and personnel activities. A. Assists in hiring, training, scheduling, and supervising the day-to-day work of part- time staff. Page 41 of 254 Page 2 Assistant Manager B. Assists in ensuring a safe work environment by training employees and continually assessing conditions of the facility. C. Works closely with the Maintenance Supervisor to schedule part time staff to support evening and weekend games, events, and programs in the facility. 3. Performs other essential job duties. A. Regular and timely work attendance. B. Communicates effectively with team members. C. Follows all safety procedures and participates in safety training. D. Performs other duties as assigned. Required Knowledge, Skills, and Abilities Knowledge of customer service philosophies and practices. Ability to establish positive rapport by using tact and discretion with customers and staff. Ability to communicate effectively, both orally and in writing. Ability to develop and maintain collaborative working relationships with a wide variety of sports and recreation related interest groups. Ability to supervise staff and motivate employees to work to their full potential. Minimum Qualifications Two years post-secondary education in hospitality, recreation management, or related field. Two years of work experience in hospitality, recreation, or a recreation facility. One year of supervisory experience. Valid driver’s license and good driving record. Basic understanding of Microsoft Office. Basic understanding of recreation software or the ability to learn within the first three months of employment. Current CPR/AED certification or ability to obtain within first six months of employment. Preferred Qualifications Bachelor’s degree in hospitality, recreation, or related field. This Position Description is not intended to be all-inclusive. It is within the City of Elk River’s discretion to assign additional duties and responsibilities or remove duties and responsibilities at any time. This Position Description does not constitute a Contract of Employment. Page 42 of 254 Page 1 City of Elk River Administrative Assistant Position Description Department/Division: Business Services/Multi-purpose Facility Immediate Supervisor: Community Event Center Manager Last Updated: (date) 5/2024 Pay Grade: 5N FLSA Status: Non-Exempt Employment Status: Full-Time Positions Supervised: N/A Position Summary The Administrative Assistant performs a variety of duties including, but not limited to, scheduling, billing, event coordinating, answering and directing phone calls and email correspondence, and performing other administrative and clerical duties as assigned. Essential Functions 1. Performs receptionist and clerical duties. A. Answers and directs phone calls. B. Responds to emails sent to community event center email address. C. Assists Manager with monthly Commission packet preparation. D. Processes weekly deposits to finance division. E. Monitors change bag and cash handling processes. F. Creates directional posters for rentals. G. Assists with customer service associate interviews. H. Assists training new staff. I. Codes invoices to corresponding funds. J. Sorts and delivers mail. K. Accepts registrations and facility use applications. L. Orders, inventories, and maintains program and office supplies. M. Performs general filing. N. Types memos using word processing software. 2. Performs registration duties. A. Processes class and facility registration. B. Processes cash and check deposits, credit card transactions, and refunds. C. Assigns account codes to invoices. D. Maintains petty cash. E. Runs registration deposit reports as needed. 3. Performs facility scheduling and billing duties. A. Books and bills all ice, turf, and room rentals as well as assigns locker rooms and addresses special accommodation requirements for events. B. Maintains room rental request database for prospective clients. Page 43 of 254 Administrative AssistantPage 2 C. Follows up with events for feedback and potential future bookings. D. Communicates weekly scheduling notes at staff meetings highlighting special accommodation needs and event details. E. Serves as liaison for large event customers. 4. Performs other essential job duties. A. Regular and timely work attendance. B. Follows all safety procedures. C. Participates in safety training. Required Knowledge, Skills, and Abilities Skilled in proofreading written material for proper grammar and punctuation usage. Skilled in interpersonal and public relation skills. Skilled in organization and maintaining order of supplies. Skilled in paying attention to detail. Ability to work as a team member. Ability to adapt to and introduce change. Ability to be creative. Ability to present a positive and professional image of the city to the public. Ability to read, write, and comprehend basic instruction. Ability to work independently. Minimum Qualifications High school diploma or equivalent. Two years of related work experience including experience with Microsoft Office software, specifically Excel, Outlook, Word, and Publisher. Valid driver’s license and good driving record. Preferred Qualifications Receptionist experience. General accounting experience or education. Experience working in a Community Center or similar facility. This Position Description is not intended to be all-inclusive. It is within the City of Elk River’s discretion to assign additional duties and responsibilities or remove duties and responsibilities at any time. This Position Description does not constitute a Contract of Employment. Page 44 of 254 Page 1 City of Elk River Building Supervisor Position Description Department/Division: Business Services/Multi-purpose Facility Immediate Supervisor: Assistant Manager Last Updated: (date) 5/2024 Pay Grade: Per Comp Plan FLSA Status: Non-Exempt Employment Status: Part-Time Positions Supervised: None. Position Summary The Building Supervisor is responsible for the evening and weekend operations and supervision of the facility including basic building maintenance, staff supervision, and guest services. Essential Functions 1. Provides overall supervision of the facility, staff, members, and guests in the absence of management staff. 2. Responds to safety and emergency situations, using the emergency action plan, and follows up with a detailed accident/incident report. 3. Provides customer services to facility users by giving tours and answering questions and concerns. 4. Assists building staff with duties related to cleaning, maintenance, providing work breaks to staff when needed, and room setup/takedown. 5. Informs management of staff or guest issues and projects as requested as well as related code of conduct issues or problems that occurred such as: reporting staff absences, tardiness, scheduling changes based on needs, etc. 6. Monitors the building cleanliness and cleans when issues are found. 7. Ensures that all policies, procedures, and practices are adhered to by all staff and guests. 8. Works primarily nights and weekends to ensure the facility is fully operational and opening and closing routines are followed. Page 45 of 254 Building SupervisorPage 2 9. Performs other essential job duties as directed. a. Regular and timely work attendance. b. Follows all safety procedures. c. Participates in safety training. d. Sets up and takes down chairs, tables, etc., for meetings. e. Assists in operating and maintaining ice resurfacing equipment. f. Assists in identifying and correcting ice surface defects. g. Keeps supervisor informed of important developments to effectively maintain operations. h. Takes initiative to perform other duties or assume other responsibilities as time allows. Job Expectations Ensures a high level of service and commitment towards operational success. Empathetically listens and communicates for understanding when navigating conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support. Provides others with frameworks for making decisions. Holds staff accountable for high-quality results, frequently following up with management. Shares new insights and ideas based on experiences. Facilitates changes; models adaptability and an awareness of the impact of change. Required Knowledge, Skills, and Abilities Ability to communicate effectively. Ability to work well in a team-oriented, fast-paced, event-driven environment. Ability to handle cash accurately and responsibly. Ability to lift 50 pounds. Minimum Qualifications Valid Minnesota driver’s license and good driving record. High school diploma or equivalent. Experience in facility management or a related field. Skills in supervision and customer service. CPR, First Aid and AED certifications are required within 30 days of employment. Preferred Qualifications Supervisory experience. This Position Description is not intended to be all-inclusive. It is within the City of Elk River’s discretion to assign additional duties and responsibilities or remove duties and responsibilities at any time. This Position Description does not constitute a Contract of Employment. Page 46 of 254 Page 1 City of Elk River Customer Service Associate Position Description Department/Division: Business Services/Multi-purpose Facility Immediate Supervisor: Assistant Manager Last Updated: (date) 5/2024 Pay Grade: N/A FLSA Status: Non-Exempt Employment Status: Part-Time Positions Supervised: N/A Position Summary The Customer Service Associate performs a variety of duties including, but not limited to, answering phones and welcoming visitors to the facility. Also performs registration, fee collection, and clerical duties as assigned. Essential Functions 1. Performs receptionist duties. A. Receives incoming calls. B. Answers routine questions. C. Greets the public with a smile and positive, helpful attitude. D. Explains services, programs, and procedures. E. Opens, closes, and secures the building. 2. Performs clerical support duties. A. Sorts and delivers mail. B. Accepts registrations and facility use applications. C. Performs general filing. 3. Performs registration duties. A. Processes class and facility registration. B. Processes cash and check deposits, credit card transactions, and refunds. 4. Performs other essential job duties. A. Regular and timely work attendance. B. Follows all safety procedures. C. Participates in safety training. Page 47 of 254 Customer Service AssociatePage 2 Required Knowledge, Skills, and Abilities Skilled in interpersonal and public relation skills. Skilled in paying attention to detail. Ability to work as a team member. Ability to adapt to and introduce change. Ability to present a positive and professional image of the city to the public. Ability to read, write, and comprehend basic instruction. Ability to work independently. Minimum Qualifications High school diploma or equivalent. One year of experience with Microsoft Office, specifically Excel, Outlook, Word, and Publisher. Valid driver’s license and good driving record. Preferred Qualifications Receptionist experience. Experience working in a Community Center or similar facility. This Position Description is not intended to be all-inclusive. It is within the City of Elk River’s discretion to assign additional duties and responsibilities or remove duties and responsibilities at any time. This Position Description does not constitute a Contract of Employment. Page 48 of 254