JOB POSTING
About the City
Lafayette has an inescapable small-town feeling that provides a sense of belonging and connection. Whether it’s eclectic Old Town, distinctive neighborhoods, or unique arts and outdoors spaces, the City has a warmth and character all its own, offering a unique vibe and spirit. Lafayette has appeared on numerous national lists of top places to live and safely raise a family.
We are a full-service City, which means services are provided directly to our community such as Police, Fire, Public Works, Economic Development, Parks and Recreation, Library and Community Arts Center. These types of services offer employment opportunities for a wide array of interests. The City’s mission is to recruit, develop and retain a diverse, well-qualified and professional workforce that reflects the unique personality of the community we serve.
Exceptional City Provided Benefits:
- Medical, Dental, Vision
- 401A Retirement Plan (10.2% City, 8% Employee, immediately 100% vested upon hire)
- Life Insurance (One year’s salary up to $150,000. AD&D coverage in equal amount)
- Tuition Assistance (up to $5000 per year for approved expenses)
- Employee Assistance Program (free counseling, travel assistance, legal aid, etc)
- Short and Long-Term Disability
- Bilingual Pay
Additional Benefits:
- Deferred Compensation and Roth Options
- Voluntary Life Insurance/AD&D
- Identity Theft Program
- Recreation Center Pass
- Wellness Punch Card (100 punches per year to use at golf course, waterpark, etc)
Leave:
- First year employees will accrue 80 hours Vacation
- Sick Leave
- Floating Holiday Leave
- 11.5 paid City holidays.
- Other leave programs are offered to include FMLA, Parental and Bereavement Leave
SUMMARY OR GENERAL PURPOSE
Responsible for daily front line customer service operations within recreation facilities ensuring consistent, high-quality service delivery. This position supervises customer service staff, supports membership and billing functions, maintains recreation software accuracy, and ensures smooth point of sale and customer-facing processes. The supervisor works closely with the Operations Manager to uphold customer experience standards, resolve issues and ensure that facilities are welcoming and inclusive.
ESSENTIAL FUNCTIONS The following duties are illustrative only and are not intended to be all inclusive:
- Supervise, train, schedule, and evaluate guest services staff, ensuring consistent application of customer service standards and procedures.
- Oversee daily front desk operations, including membership sales and management, billing, refunds, payment processing, and account updates using recreation management software.
- Provide customer support and resolve escalated issues, conflicts, and inquiries related to memberships, facility access, billing, and general information.
- Ensure accuracy and compliance of financial transactions, point‑of‑sale procedures, and customer account records.
- Support administration of financial assistance programs for income-qualified residents, including processing applications, customer communication, and staff training on related procedures.
- Oversee policies and processes for all recreation rentals, including year-round and seasonal facilities Reservations processes, customer communication, and onsite support to ensure positive rental experiences.
- Monitor customer service workflow and staffing levels; adjust assignments to meet operational needs.
- Ensure customer service is welcoming, accessible, and aligned with organizational values of equity, access and inclusion.
- Train staff in software usage, customer engagement, communication skills, and facility policies.
- Assist with tracking facility usage data.
- Collaborate with the Operations Manager to evaluate processes, recommend improvements, and support organizational goals.
- Assist with customer communications, updates to policies, and coordination of service-related messaging.
- Other related duties as assigned.
REPORTING RELATIONSHIPS
SUPERVISION RECEIVED: Works under general supervision of the Recreation Operations Manager
SUPERVISION EXERCISED: Supervises guest services staff, including full-time, part-time, and seasonal employees.
QUALIFICATIONS______________________________________________________________________
KNOWLEDGE: Principles and practices of customer service, recreation facility operations, and public-facing service delivery. Membership administration, billing processes, payment procedures, and point-of-sale operations. Recreation management software, registration systems, and customer account management. Staff supervision, training, scheduling, and performance management practices. Financial assistance program administration, eligibility requirements, and confidentiality standards. Cash handling, financial controls, and recordkeeping procedures. ADA requirements and principles of accessibility, equity, and inclusion. Conflict resolution, complaint management, and customer engagement techniques.
SKILL: Supervising, training, and developing customer service staff. Delivering exceptional customer service and resolving customer concerns professionally. Managing multiple priorities in a fast-paced environment. Using recreation management, registration, point-of-sale, and/or business software systems. Communicating effectively with customers, staff, community members, and partners. Monitoring workflow, staffing levels, and operational performance. Analyzing service issues and implementing process improvements. Maintaining accurate financial, membership, and customer records. Coordinating facility rentals, reservations, and customer communications.
ABILITY: Lead a customer-focused team that provides consistent, high-quality service. Supervise, motivate, evaluate, and support full-time, part-time, and seasonal staff. Exercise sound judgment when addressing customer concerns and operational issues. Maintain accuracy and confidentiality in financial, membership, and customer records. Interpret and apply policies, procedures, and operational guidelines consistently. Foster an inclusive, accessible, and welcoming environment for all patrons. Adapt to changing priorities, staffing needs, and customer demands. Collaborate effectively with staff and community partners. Identify opportunities to improve customer service processes and operational efficiency. Prepare clear reports, correspondence, and documentation.
EVIDENCE OF QUALIFICATIONS
TRAINING: High School Diploma.
EXPERIENCE: Two years of increasingly responsible customer service experience including one year of supervisory or lead-worker experience. Experience with customer account management, registration systems, billing, and point-of-sale operations. Experience handling customer concerns, conflict resolution, and service recovery. Experience using recreation management software and Microsoft Office applications.
Equivalent combinations of education and experience may be considered.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is performed primarily in a standard office environment. Work involves working closely with others, hearing, speaking, complex report creation, and writing; intermittently sitting, standing, and walking. Occasionally working alone, light lifting, pulling, pushing, and carrying objects weighing up to 25 pounds, reaching, bending, crouching or stooping, twisting, squatting. Work requires reading, detailed work, confidentiality, problem-solving, reasoning, customer contact. Ability to communicate effectively orally and in writing, manage multiple concurrent tasks.
Please ensure your application is complete and submitted prior to 11:59 pm on November 19, 2026, to be considered. Incomplete applications will be withdrawn from the process.