Aquatics Coordinator - Customer Service and Operations

Own the Front Door at CARD’s New Aquatics Facility

Chico Area Recreation and Park District is hiring an Aquatics Coordinator to run customer-facing operations at our new Chico Aquatics and Recreation Center -- a 50-meter competition facility opening in 2026. This role is the administrative and service backbone of a high-traffic public aquatics operation: front desk, facility rentals, private events, competition bookings, vendor contracts, and the staff who support it all.

You’ll serve as the primary year-round contact for customers, rental clients, and facility users, and work with our Administration Department to ensure consistent service standards, cash handling, and operational systems organization-wide.

POSITION SUMMARY

Under the general direction of the Aquatics Manager, the Aquatics Coordinator - Customer Service and Operations administers customer-facing operations at the Chico Aquatics and Recreation Center, including front desk services, facility rentals, field trips, and private events. This position administers vendor agreements for concessions and administers contracts with primary facility users, including competitive programs and partner organizations such as swim teams and the school district. The Coordinator directly supervises part-time and seasonal front desk and support staff and serves as the primary point of contact for aquatics customers and rental clients year-round.

This position works in close coordination with CARD's Administration Department to ensure consistency in customer service standards, point-of-sale system utilization, cash handling procedures, and service policies across the organization. The Coordinator is responsible for day-to-day operational execution in customer-facing areas, staff supervision, and the overall quality of the customer experience at the facility.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Front Desk and Customer Service

• Oversee daily front desk operations at the Chico Aquatics and Recreation Center; ensure consistent, high-quality service for all facility users
• Serve as the primary Aquatics customer service contact year-round; respond to customer inquiries, complaints, and service requests promptly and professionally
• Manage customer communications and booking confirmations; maintain accurate records of customer interactions and service outcomes
• Track customer feedback and implement service improvement initiatives in coordination with the Aquatics Manager
• Coordinates with the CARD Marketing team on social media content for customer-facing programs and facility updates.

Facility Rentals and Coordination

• Administer facility rental bookings across CARD aquatic facilities, including scheduling, logistics, customer communications, and contract execution
• Coordinate bookings and logistics for competition events
• Support internal special events, serving as the administrative liaison; coordinate with the events team on facility readiness, scheduling and staff coverage

Vendor and Contract Administration

• Administer aquatics vendor agreements, serving as primary operational contact, monitor contract performance, and coordinate on-site logistics
• Administer contracts and scheduling agreements with primary facility users including competitive programs, organized groups, and regular rental clients
• Coordinate with CARD's Administration Department to maintain consistency in service policies, point-of-sale system utilization, and customer service standards across the organization

Staff Supervision and Development

• Directly supervise part-time and seasonal front desk and support staff; provide clear direction, regular feedback, and structured performance evaluations
• Manage staff scheduling across customer-facing functions to meet operational demands year-round
• Participate in the recruitment, hiring and onboarding of part-time and seasonal staff in customer service areas

Administrative

• Oversee point-of-sale system operations, cash handling procedures, and financial reconciliation in accordance with CARD standards
• Prepare regular reports on rental activity, customer service outcomes, and vendor performance for the Aquatics Manager
• Review and process staff timesheets and related documentation in a timely manner
• Perform other duties as assigned

MINIMUM QUALIFICATIONS

Education and Experience

• Associate's degree in business administration, recreation management, or a related field, OR equivalent combination of education and professional experience
• Two (2) years of experience in customer service, front desk operations, or facility administration, including at least one (1) year in a lead or supervisory capacity
• Demonstrated experience with point-of-sale systems, cash handling, and financial reconciliation
• Experience with contract or rental administration preferred

Required Licenses and Other Requirements

• Valid California Class C Driver's License with satisfactory driving record
• Must pass pre-employment background check

Desirable Qualifications

• Experience in an aquatics facility, recreation center, or other public-facing venue setting
• Experience with facility rentals, private events, or competition booking administration
• Proficiency with recreation registration software (e.g., ActiveNet, CivicRec)
• Proficiency with Microsoft Office Suite

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Customer service principles and practices in a public-facing facility setting
• Front desk operations, point-of-sale systems, and cash handling procedures
• Facility rental coordination and contract administration processes
• Staff supervision, scheduling, and performance management
• Vendor coordination and service agreement oversight
• Record keeping, report preparation, and administrative documentation standards

Skills and Abilities:

• Deliver consistent, high-quality customer service across in-person, phone, and written interactions
• Supervise and develop part-time and seasonal staff; set clear expectations and hold the team accountable
• Manage competing priorities across rentals, events, front desk operations, and vendor coordination without losing accuracy or follow-through
• Administer contracts and rental agreements with attention to detail
• Operate point-of-sale systems, process cash transactions, and reconcile financial records accurately
• Communicate clearly and professionally with customers, vendors, staff, and internal departments
• Identify service gaps or process breakdowns and implement practical solutions
• Work a schedule that reflects the demands of a year-round public facility, including evenings and weekends

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Physical Demands:

• Extended periods of standing, walking, and moving through facility and event areas
• Frequent use of a computer and standard office equipment for a significant portion of the workday
• Occasional lifting, carrying, and moving of supplies and event materials up to 30 pounds
• Ability to remain alert and responsive in a busy, high-traffic public facility environment

Work Environment:

• Work is performed primarily at the Chico Aquatics and Recreation Center, with occasional travel to other CARD sites
• Regular exposure to outdoor pool environments including direct sun, wind, and variable weather conditions
• Work schedule includes evenings, weekends, and holidays, with extended hours during peak seasons and special events
• This is an at-will position. Employment may be terminated at any time, with or without cause or notice, by either the employee or the District.

EQUAL OPPORTUNITY EMPLOYER

CARD is an equal opportunity employer committed to creating an inclusive environment for all employees regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status.

This job description indicates, in general, the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. The incumbent may be asked to perform other duties as required.