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Business/Customer Service Supervisor - Parks & Community Services - City of Kirkland ( Job # 17-0104)

This job is closed.

Minimum Salary: $5,732.00 per month
Maximum Salary: $7,396.00 per month
Employment Type: Full Time
Department: Parks & Community Services
Closes: September 01, 2017 at 4:00 PM. Applications first reviewed on: Monday, July 31, 2017
(Open to current employees and the general public.)


Looking for a new opportunity in Parks & Recreation?

Join the Supervisory Management Team at the City of Kirkland!

The City of Kirkland, Washington, is located on the northeastern shoreline of Lake Washington east of Seattle. Regionally recognized as a City with a small town feel, a sense of history, and a strong appreciation for quality of life. Kirkland has a population of approximately 84,000 and a land area of eighteen square miles to include over 50 city parks, six athletic fields and over a dozen rental facilities.

The Business/Customer Service Supervisor position supervises and manages the business and customer service functions of the Parks and Community Services Department. This includes the supervision of full time and contingent staff, serving as the "business owner" for parks & recreation and facility booking software, development and implementation of customer service policies, procedures and pricing and acting as the primary marketing and communication liaison for the department. 

Principal Accountabilities
  1. Effectively manage customer friendly registration, allocations of athletic fields, rental, sales and service processes through effective development of policy, procedures, software configuration and customer communications. 
  2. Timely and effective resolution of community concerns and complaints.
  3. Accountable for creating and maintaining a positive work environment. Ability to attract, retain, lead and motivate a competent and professional staff.
  4. Oversees effective use of parks & recreation and facility booking software, serve as the primary “business owner” and coordinate functions with software vendor and city IT staff. Train staff of software operations.
  5. Oversees the effectiveness of the allocations of City of Kirkland and Lake Washington School District partnership Athletic field's.
Essential Functions
  1. Analyze user, operational needs and business requirements in relation to customer service processes and develop appropriate user-friendly policies, procedures and pricing.
  2. In cooperation with software vendor and pertinent city/department staff, configure recreation software to effectively deliver park and recreation programs, allocations of athletic fields, rentals, sales and services to the community. Train staff in the effective use of parks & recreation and facility booking software.
  3. Hire, train, evaluate and discipline various full-time (FTEs), part-time, seasonal, and volunteer staff as well as contracted staff (e.g., concessionaires, service providers, etc.).  Ensures adequate staffing for all services, events and activities.
  4. Develops a comprehensive publicity and outreach program through preparation and distribution of news releases, bulletins, announcements, brochures, web site and online materials and other promotional items.
  5. Manage the customer service office in a manner to provide centralized, one-stop shopping for customers and the timely and effective delivery of service to the community.
  6. Oversee effective cash handling functions in a manner consistent with best management practices for PCI compliance and cash management practices. Coordinate with Finance Department to create and maintain appropriate accounting, allocation and reconciliation procedures.
  7. Develops and administers policy on event and facility permitting.
  8. Oversees the issuance of RFP’s for park and recreation concessionaires and vendors. Negotiates fees and contracts for concessions, service providers, special events, etc.
  9. Creates and maintains reports and analyzes enrollment and revenue data. Assists department staff with data collection and analysis for reporting.
  10. Develops and administers expense and revenue budgets for existing and potential programs and facilities. Assists the Recreation Manager with division budget compilation, development and management.
  11. Acts as city liaison with various community and business groups, associations and individuals.
  12. Collaborates with other departments throughout the city to assist in Kirkland’s mission of providing efficient and effective levels of service.
  13. Stay abreast of industry standards, state and federal law, and attends trainings and meetings as appropriate.
Additional Responsibilities
  1. Often will act as a customer service agent when other staff are not available. Resolves escalated complaints or issues.
  2. Performs other duties as assigned by Recreation Manager. May act as the Recreation Manager in his/her absence.
  3. Works on regional issues as assigned.
  4. May be required to work occasional evenings and weekends attending meetings or events.
  5. Ability to provide public presentation to citizens, citizen boards, community groups and City Council. 
Skills, Knowledge & Abilities
  1. Demonstrated ability to work with parks recreation and facility booking software. Advanced computer proficiency, including Windows suite and Outlook.
  2. Ability to attract, retain, lead, mentor and motivate staff.
  3. Extensive experience with customer service. Advanced interpersonal and customer relations skills to build and maintain effective working relationships with a variety of internal and external customers and contacts.
  4. Advanced public relations and communication skills (both verbal and written) to interpret, and explain rules, regulations, legal requirements and policies.
  5. Advanced organizational skills to effectively manage multiple priorities.
  6. Demonstrated ability to bring a solutions-oriented approach to conflict resolution.
  7. Ability to remain flexible to changing priorities.
  8. Demonstrated ability to prepare and effectively manage a budget.
Minimum Qualifications

Bachelor’s degree in Parks & Recreation and or Business Administration or related discipline, plus 4 years increasingly responsible experience in the delivery of customer service and parks and recreation services. Experience in lieu of degree will be accepted under limited circumstances.  A minimum of 2 years supervisory experience.  Demonstrated experience with parks & recreation and facility booking software and computer proficiency. Must successfully complete a thorough background check as required by the Child/Adult Abuse Information Act.

Preferred Qualifications
  • Municipal Recreation Experience
  • Advanced experience with complex Registration and booking or similar software
  • Marketing experience - (brochure production)
  • Demonstrates experience in budgeting
Hours of Work

8:00 a.m. - 5:00 p.m., Monday - Friday

Working Conditions & Physical Activities

Work is primarily conducted in a typical office environment.  Incumbent may be required to visit program/activity site. Work is fast-paced with frequent interruptions from phone calls, staff and visitors.  Occasionally requires lifting of supplies and equipment of approximately 50 pounds.

Selection Process

Applicants who are invited to participate in the test and/or interview process will be notified by phone or email.

Candidates are encouraged to apply as soon as possible.  While final selection will not occur until after closing, screening may commence prior to the closing date.

A cover letter and resume are required to be considered as a candidate for this position; please note how you meet minimum qualifications within that letter.

This opportunity includes a full benefit package: medical/dental vision for employee and dependents, deferred compensation plan, 2x annual salary life insurance, vacation and sick leave accruals,  paid holidays, free on-site parking, ORCA Card and on site work-out facility.

Finalist(s) will be required to complete a Criminal History Release Form.  

This is a non-represented exempt position and a member of the Management and Confidential (MAC) group.






City Hall
123 5th Ave
Kirkland, WA 98033