CUSTOMER SERVICE Profile
The Customer Service division within the Recreation Department is responsible for a variety of customer service, clerical, administrative and technical functions relating to registration, membership sales, facility rentals, special events, customer communication and service desk operations. The division currently manages service desk operations at the Fort Hill Activity Center, the Alfred Rubin Riverwalk Community Center (ARRCC) and the Knoch Knolls Nature Center (KKNC). Customer Service staff complete phone-in, in- person, and online registrations for all of the District’s recreation and membership programs. In addition, the division manages indoor and outdoor rental requests, Free Speech Forum rentals, Mobile Stage rentals, Commercial Use Licenses, parking permits, Special Events rentals and the District’s Fee Assistance Program to name a few. The Customer Service division works cooperatively with several external groups,
including Western DuPage Special Recreation Association (WDSRA) to schedule inclusion aides for special needs participants within the District’s programs. The division works with WDSRA as well as the Districts’ Cooperative Schools to schedule facility usage. Providing customer service to internal departments is equally important and staff works together with Recreation Department staff to edit and update program information, assist Marketing Department staff at community events, and teams up with Parks and Park Police to schedule events. Staff also collaborate with community organizations to schedule use of the digital Community Events sign. In 2024 parking pass revenue and expenses have been transferred to the Customer Service Department budget. Over the past few years, parking pass revenue has slowly declined as students have more opportunities at their school or with a private establishment to fulfill their parking needs.
The Customer Service division is projected to end 2023 with a deficit of $731,300. Wages for staff comprise the majority of the expenses budgeted for the division. Regular and Regular OT wages are expected to exceed budget due to restructuring the department to include an additional full-time staff and moving two FTE positions (vacated by retirement) to full-time. Restructuring allowed for covering vacancies (both full- and part-time)/PTO/ Medical, additional hours at KKNC and increased customer support on the 5000 line and in person as a result of increased program registrations and use of facilities, such as Fort Hill. Short-term wages are projected to be substantially below budget due to vacancies and turnover. The deficit for the division reflects the increase of 12.0% or $85,800 in 2024. This increase is based on staff adjustments for short-term wages, investment in training for staff, increased costs of uniforms and mileage reimbursement.
CUSTOMER SERVICE FINAL 2021 FINAL 2022 BUDGET 2023 PROJECTIONS 2023 BUDGET 2024 2024 VS. 2023 PROJ % 2024 VS. 2023 BUDGET % REVENUE Rental Income $4,050 $3,800 $2,500 $2,500 $2,500 $0 0% $0 0% Miscellaneous 28,685 32,093 31,731 31,925 49,934 18,009 56% 18,203 57% Total Revenue 32,735 35,893 34,231 34,425 52,434 18,009 52% 18,203 53% EXPENSES Wages & Benefits 603,955 675,122 719,902 764,273 867,402 103,129 13% 147,500 20% Supplies 36 233 1,000 1,000 1,000 0 0% 0 0% Contractual Services 10 180 1,000 500 1,200 700 140% 200 20% Capital 664 0 0% 0 0% Total Expenditures 604,001 676,199 721,902 765,773 869,602 103,829 14% 147,700 20% Surplus/(Deficit) ($571,266) ($640,306) ($687,671) ($731,348) ($817,168) ($85,820) 12% ($129,497) 19%
2024 BUDGET 62
napervilleparks.org
Made with FlippingBook Digital Proposal Creator