Customer Service Team Leader - FBC

Customer Service Team Leader - FBC

Salary

$21.41 - $25.42 Hourly

Location

Parks & Rec Fort Boise Community Ctr, Boise, ID

Job Type

Full Time Regular

Job Number

23 -07690

Department

Parks & Recreation

Opening Date

08/10/2026

Closing Date

8/21/2026 12:00 PM Mountain

• Description
• Benefits
• Questions

Summary Statement

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.

You will also 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.

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
• 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

Required Knowledge, Experience, And Training

• 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

Essential Functions

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 and resolves 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 make sure 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 high volume of phone calls and walk-in

customers. Supports programs with waitlists and corrects all activities and/or refunds due to cancelation 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 which requires correspondence

with internal and external partners to determine 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 registration system. Prints proof reports to review, mark and edit as needed in 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 review for direct break.

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 work flow 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. Nothing in this job description restricts managements right to assign

or reassign duties and responsibilities to this position at any time.

Requirements

Additional Required Knowledge, Experience, And Training

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

Preferred Knowledge, Experience, And Training

• Bachelors degree in Public Administration, Business, or related field and
• 6 years 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.

Top talent deserves top-notch benefits. The City is among the best in the Treasure Valley when it comes to the benefits and perks we offer our employees.

Most positions are eligible for the general benefits listed here; firefighters, police officers, senior managers, command staff, and directors may be offered other benefit plans.

Healthcare:

• ZERO premium medical coverage option for you and your family
• Low-cost dental and vision options
• Post-employment health savings account

Retirement and Investment Plans:

• Required participation in PERSI Base Plan retirement benefits with standard employee and City contribution rates
• 401(k) or 457b pre-tax investment options with employer match
• 457b Roth after-tax investment options with no match

WellBeing Program:

• Up to $500 cash per year for participants
• Alternative transportation incentives

Paid Leave - City employees receive generous paid leave:

• 10 hours of vacation per month, and this increases the longer you stay with the City
• 12 paid holidays every year
• 8 hours of sick leave per month
• 10 weeks Parental Leave

Life & Long Term Disability:

• Basic Life insurance at no cost to you
• Long Term Disability insurance at no cost to you

Other optional benefits:

• Pre-tax Flexible Spending Accounts
• Supplemental Life Insurance
• Supplemental Disability Insurance
• Tuition reimbursement
• Free local bus pass
• Corporate discount programs
• AFLAC
• Employee Assistance Program for short-term counseling on work, family, finances, and personal issues

Please visit our website for further details mybenefits.cityofboise.org

01

Please indicate your years of experience of basic computer programs, i.e. Word, Excel, Outlook, internet skills etc.

• 6 months - 1 year of experience
• 1 - 3 years of experience.
• 3 - 5 years of experience.

02

Please indicate your years of experience in Customer Service and working in an office setting.

• 1 - 2 years of experience
• 2 - 3 years of experience
• 3 - 5 years of experience
• 5 - 8 years of experience

03

Please briefly describe your experience in supervision and training of customer service staff:

Required Question

Employer City of Boise

Address 625 W Idaho St

Boise, Idaho, 83702

Website http://www.cityofboise.org