Customer Service Specialist III - Senior Center Job at City of Boise (Boise)

Job Description

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.

Job Responsibility

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

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
Basic accounting, including cash handling and monetary reconciliations, basic bookkeeping and filing practices
Business office and telephone etiquette and equipment
General office practices and procedures
Business English (grammar, punctuation and spelling)
General customer service techniques
Computer usage including related software
Ability to: Supervise a diverse group of people
Effectively coach and mentor subordinates
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
Use 10-key by touch
Communicate effectively in the English language at a level necessary for efficient job performance, including basic grammar and spelling skills
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
Driving Record Check

Nice to have

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

What we offer

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, and 8 hours sick leave/month
10 weeks paid parental leave
$500 annual wellbeing incentive
Tuition reimbursement and free local bus pass
Basic life and long-term disability insurance at no cost

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Customer Service Specialist III - Senior Center

Job Description

Job Responsibility

Requirements

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