Customer Service Team Leader - FBC

City of Boise•Boise, ID

2d•Onsite

About The Position

Join our team and become the welcoming face of a vibrant community hub: the Fort Boise Community Center. In this role, you’ll deliver friendly, professional customer service while guiding visitors through a wide variety of programs and amenities. You’ll help customers find the right department, manage facility registrations, and share information that helps community members make the most of what we offer. You will also support several divisions with key administrative tasks, including assisting with marketing and promotions, generating reports, daily cash reconciliation, and providing dependable support to recreation coordinators and managers. As the supervisor of our customer service staff, you’ll foster a positive, service-focused environment. This position works under general direction with the opportunity to contribute ideas and improve processes.

Requirements

High school diploma or equivalent and 9 years of experience performing administrative or customer service support duties in a departmental or operational group, or an equivalent combination of education and/or experience.
Knowledge of: supervisory principles and practices; basic accounting including cash handling and monetary reconciliations; business office and telephone etiquette and equipment; general office practices and procedures; business English (grammar, punctuation and spelling); general customer service techniques; and basic bookkeeping and filing practices.
Ability to: operate a computer with demonstrated proficiency using contemporary and related database, word processing, and spreadsheet software applications; independently work in a high stress environment; read and understand complex laws and other written documents; autonomously assess varying situations, develop solutions, and make decisions with minimal direction; perform statistical research and analysis; display an attitude of cooperation and work harmoniously with all levels of City employees, the general public and other organizations; communicate effectively in the English Language at a level necessary for efficient job performance; and perform all essential and marginal functions as assigned by an authorized employee, supervisor and/or manager with or without a reasonable accommodation.
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

Nice To Haves

Bachelor's degree in Public Administration, Business, or related field and 6 years progressively responsible experience performing general administrative or customer service duties including supervising a multifaceted staff and cash handling responsibilities.
Functional knowledge of Safari software, contemporary sports and basic accounting principles.

Responsibilities

Coordinates day-to-day work, delegates tasks and sets deadlines for the assigned team and facility.
Provides guidance, direction and support for training and reviews work.
Ensures effective collaboration with other teams across multiple programs and divisions of the department.
Supports facility manager with building maintenance and emergency incidents.
Listens to team members' input and public input and feedback and resolves any issues or conflicts.
Serves on records specialist/file management team.
Directs inquiries and grievances to the proper staff for a timely response.
Maintains, tracks and purchases office supplies and maintains office equipment.
Provides back-up support to front desk staff and other staff members as needed.
Processes customer registrations, facility reservations, and answers recreation questions.
Reviews calendars to make sure reservations have been completed and communicates setup and breakdown.
Adjusts customer balances, generates reports, and tracks program rosters, facility reservation calendars, and financial reports on an annual and monthly basis.
Performs technical system work, analyzes workload processes and implements appropriate changes for improvement.
Works as part of a collaborative team to handle high volume of phone calls and walk-in customers.
Supports programs with waitlists and corrects all activities and/or refunds due to cancelation or changes in activities.
Provides guidance and direction to customers from outside agencies in an expedited manner.
Coordinates department scholarship requests for youth (Kristin Armstrong), seniors (Silver), and people with disabilities (Adventure).
Reviews documents and other information which requires correspondence with internal and external partners to determine appropriate course of action in complex situations.
Works with school counselors, state agencies and non-profits to provide scholarships.
Collaborates with case workers for the self-direction program.
Coordinates seasonal activity guide across the department.
Works across multiple divisions and programs to ensure accuracy and punctuality.
Receives and enters activities into registration system.
Prints proof reports to review, mark and edit as needed in database.
Transfers rosters from previous sessions to archive.
Reviews activity guide for accuracy of prices, dates, notes on receipts, and makes corrections.
Supervises and hires customer service staff.
Counsels, trains, and guides employees to promote improvements in performance and service delivery.
Schedules employees and works with facility manager to achieve budgeted labor costs.
Meets regularly, provides progress feedback and completes quarterly review for direct break.
Confers with coordinators and community engagement on a regular basis to maintain multiple recreation program web pages and online registration by preparing format changes, updating fee structures, and ensuring information is current and accurate.
Performs review and analysis of completed work for accuracy and conformance to policies and procedures.
Researches work flow problems and develops and implements solutions to increase productivity and efficiency.
Revises and develops office policies and procedures that ensure high quality customer service transactions.
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.