Customer Service Team Leader - FBC

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.

About the role

You will 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.

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, resolving 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 ensure 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 a high volume of phone calls and walk-in customers.
• Supports programs with waitlists and corrects all activities and/or refunds due to cancellation 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 requiring correspondence with internal and external partners to determine the 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 the registration system.
• Prints proof reports to review, mark, and edit as needed in the 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 reviews for direct reports.
• 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 workflow 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.

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.

Special Requirements

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.

Additional Knowledge and Abilities

• 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.
  • Perform all essential and marginal functions as assigned by an authorized employee, supervisor, and/or manager with or without a reasonable accommodation.

Preferred Qualifications

• Bachelor's degree in Public Administration, Business, or related field and 6 years of 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.

Working Conditions

The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Efforts: Work includes sensory ability to talk and hear. Work in this position also includes close vision, distance vision, peripheral vision, and depth perception.
• Working Environment: The work environment will include inside conditions and outdoor weather conditions.

Benefits

• Zero-cost premium medical coverage for you and your family.
• PERSI retirement 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.