Customer Service Specialist III - Senior Center

About the role

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.

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.
• Affords assistance 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.

Qualifications

• High school diploma or equivalent and four years of experience performing administrative or customer service support duties in a departmental or operational group.
• Licensing and other requirements: Valid state-issued driver's license.

Skills

• 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.

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, 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.