Customer Service Supervisor – Missoula Parks & Recreation

Overview
You can make a positive impact in the lives of our customer each and every day. Become a member of the Parks & Recreation teams as the Customer Service Supervisor. This position will provide support, guidance and supervision for the customer service team within the Parks & Recreation offices and facilities.

Details: Priority screening will begin on Monday, November 14, 2022. It is in your best interest to apply by this date. Applications will continue to be accepted until an adequate applicant pool has been established.

Essential Functions
Oversee the customer service operations at Currents and Splash facilities, including hiring, onboarding, training, and supervising all customer service staff; conduct regular staff performance evaluations.
Greet and provide customer service to patrons, by phone or in person, regarding Parks & Recreation services, opportunities, including rules and regulations.
Process cash and credit card payments, refunds, and activity transfers; reconcile cash irregularities and daily cash-outs; make daily deposits and work out discrepancies with the Finance Department.
Manage and maintain the back end of Parks & Recreation customer service phone line.
Assist with maintaining customer service technology to ensure they are up to date, connected and operating properly, includes point-of-sale, credit card readers and other associated peripherals.
Conduct monthly staff meetings for customer service staff; communicate with staff using messaging applications.
Develop various customer service staff trainings, and track attendance and performance statistics, includes front end use of recreation software, phone etiquette, CPR, safety, and other customer service-related trainings.
Ensure aquatic signs at Currents and Splash are created and kept up to date.
Create invoices for department charges within registration software, including private group or school organization charges or front-line customer service discrepancies.
Maintain inventory and purchase office supplies for all facilities.
Create and format various marketing and informational materials including letters, memos, reports, manuals, fliers, comment cards and other materials.
Compile, create and organize front desk manuals, materials, and documents.
Oversee the cleaning duties in the office, lobby, hallways, and facility entrances.
Knowledge, Skills and Abilities
Knowledge of basic office and cash management policies, procedures, and practices, including point-of-sale, cash handling, reconciliation, and daily deposits.
Knowledge of recreation administration principles and practices, including supervising and training staff, customer service techniques, invoicing, data research and analysis.
Skill in utilizing various office equipment, computer software, databases, and social media platforms, including Microsoft 365, and the ability to learn job specific applications and equipment.
Skill in multitasking in a fast-paced environment, while providing effective customer service.
Skill in communicating, in person and writing, with the ability to establish and maintain positive effective working relationships with diverse individuals.
Skill in managing multiple projects while prioritizing tasks with shifting priorities and timeline demands.
Ability to learn City and departmental programs, operations, policies, and procedures.
Ability to resolve conflicts with facilitating outcomes while maintaining a calm demeanor.
Proven ability to participate in a customer focused and team-oriented environment, contributing as lead and collaborator, when necessary.
Working Conditions:

Position requires the ability to lift 50 lbs. or less.
Qualifications and Additional Application Materials
Any combination of education and experience equivalent to four (4) years’ experience in customer service, administrative support, or another relevant field.
Must have scheduling experience.
Must have a Basic CPR certification or the ability to obtain within six (6) months of hire.
Must have a valid Montana driver’s license with a verified acceptable driving record, or the ability to obtain within 30 days of hire.
Recreation or Special Event program experience, preferred.
Supervising experience, preferred.

To Apply: All applicants must submit the City of Missoula application AND a cover letter that address how your education and experience relates to the Customer Service Supervisor position.

Failure to attach the cover letter will result in your application being incomplete and therefore, not reviewed by the hiring manager.