Customer Service Specialist III - Senior Center

City of Boise•Boise, ID

8d•Onsite

About The Position

Be the friendly face of Boise Parks and Recreation! In this customer-focused role, you’ll help connect community members with recreation programs, leagues, classes, and facilities while providing exceptional service and support. From assisting with registrations and answering questions to supporting marketing efforts, reporting, and daily operations, you’ll play a key role in creating a welcoming and positive experience for everyone who walks through our doors. To ensure internal equity and alignment with the approved budget for this position, offers are made within the posted hiring range. Although the hiring range is fixed, employees receive an exceptional benefits and total rewards package that enhances the overall value of employment with the City of Boise.

Requirements

High school diploma or equivalent and four years of experience performing administrative or customer service support duties in a departmental or operational group.
Valid state-issued driver's license.
Knowledge of Supervisory principles and practices.
Knowledge of Basic accounting, including cash handling and monetary reconciliations, basic bookkeeping and filing practices.
Knowledge of Business office and telephone etiquette and equipment.
Knowledge of General office practices and procedures.
Knowledge of Business English (grammar, punctuation and spelling).
Knowledge of General customer service techniques.
Knowledge of Computer usage including related software.
Ability to Supervise a diverse group of people.
Ability to Effectively coach and mentor subordinates.
Ability to Independently work in a high-stress environment.
Ability to Read and understand complex laws and other written documents.
Ability to Autonomously assess varying situations, develop solutions and make decisions with minimal direction.
Ability to Perform statistical research and analysis.
Ability to Use 10-key by touch.
Ability to Communicate effectively in the English language at a level necessary for efficient job performance, including basic grammar and spelling skills
Ability to Perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without reasonable accommodation.
Individuals must be capable of operating vehicles safely and have an acceptable driving record.
Applicants must be able to pass: City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation.
Applicants must be able to pass: Driving Record Check.

Nice To Haves

Bachelor's degree in public administration, business or a related field and four years of experience performing general administrative or customer service duties, including supervising a multifaceted staff and cash handling responsibilities, or an equivalent combination of education and/or experience.
Functional knowledge of RecTrac software, contemporary sports and basic accounting principles.

Responsibilities

Handles complex issues and problems and refers only the most complex issues to higher-level staff.
Is capable of performing all duties of a Customer Service Specialist I and II, and provides leadership, coaching, and/or mentoring to a subordinate group, as needed.
Greets and receives customers.
Processes customer registrations and answers recreation questions.
Schedules facility use and various recreational programs or activities.
Manages the attendance of activities through sign-up spreadsheets, payment of activities and tracking of actual attendance.
Enters reservation information into a database and tracks accordingly.
Adjusts customer balances.
Maintains mailing lists, generates reports and tracks other information, such as program rosters, facility reservation calendars and financial reports on an annual and monthly basis.
Performs system management functions for the department's database software.
Implements software enhancements, performs integrity checks, maintains database tables and assists and trains applicable users.
Generates and mails invoices.
Processes payments, daily cash reconciliation and bank deposits.
Codes customer receipts, submits journal vouchers to the accounting office and collects from or follows up with customers by telephone or email.
Informs visitors, vendors and family members of the services, activities and resources available.
Registers seniors and other participants for activities and trips through the scheduling system.
Performs other general clerical and administrative duties as required.
Maintains tracking and purchasing of office supplies.
Operates and maintains office equipment, including photocopiers and printers.
Provides backup support to other staff members as required.
Maintains multiple recreation program web pages by preparing format changes, updating fee structures and ensuring current and accurate information.
Utilizes recreation software to organize schedules and enroll participants.
Assists with editing and preparing the activity guide and monthly newsletter.
Performs review and analysis of completed work for accuracy and conformance to policies and procedures.
Identifies workflow and develops solutions and recommendations to increase productivity and efficiency.
Revises and develops office policies and procedures that ensure high-quality customer service transactions at all times.
Provides training and support to volunteers and staff at the Dick Eardley Senior Center.
Trains volunteers on the point-of-sale system and provides backup to the front desk as required.
Guides volunteers on how to improve performance and service delivery.
Informs attendees of upcoming activities through the creation of flyers, calendars or menu versions and assistance with announcement content.
Performs other duties as assigned.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Benefits

Zero-cost premium medical coverage for you and your family (an estimated $10,000 - 20,000 value)
PERSI retirement (11.96% Employer Contribution) plus employer-matched 401(k)/457b
10 hours vacation/month (grows with tenure)
12 paid holidays
8 hours sick leave/month
10 weeks paid parental leave
$500 annual wellbeing incentive
Tuition reimbursement
free local bus pass
Basic life and long-term disability insurance at no cost