Customer Service Specialist III - Senior Center

Customer Service Specialist

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.

Why the City of Boise?

The benefits are real and among the best in the Treasure Valley:

• 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

Disclaimer:
This job posting may close earlier than the listed closing date. If this occurs, a minimum of 24 hours' notice will be provided prior to closing.

Required Knowledge, Experience, And Training

• 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.

Essential Functions

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…