Job Details

Customer Service Specialist II

The Customer Service Specialist II provides customer service and administrative support for the Boise Parks and Recreation Department (BPR). This position greets visitors, answers telephone calls, and responds to questions from community members.

Responsibilities include scheduling meetings, processing activity registrations, payments, and permits, and directing inquiries to appropriate staff or resources. The role supports daily office operations and assists the public with accessing department programs and services.

Essential Functions

• Performs routine or repetitive tasks with specific instructions and set procedures. Handles basic issues and problems and refers more complex issues to higher-level staff.
• Performs diverse administrative and customer service duties, including but not limited to clerical tasks and inventory management. Manages scheduling and resource coordination.
• Facilitates activity registration and assists with scholarship processing. Maintains records of permits, agreements and front office procedures.
• Provides information and guidance on programs, services and facilities. Distributes informational materials and participates in implementation of seasonal activity guides.
• Addresses inquiries, resolves complaints and manages payments. Ensures accurate reconciliation of transactions. Manages reservation system and assists with bookings.
• Oversees lost and found procedures and liaises with law enforcement.
• Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Requirements

Required Knowledge, Experience, And Training

• High school diploma or equivalent and two years of experience working in an office setting assisting customers.

• Basic accounting including cash handling and monetary reconciliations.
• General business office and telephone etiquette, equipment and procedures.
• Record keeping and filing practices.
• General customer service techniques.
• Organization and department operations, services and policies.
• Computer usage including related software.

• Independently work following established policies and procedures.
• Operate standard office equipment including a multi-line telephone system.
• Apply basic math.
• Read and understand written documents and instructions.
• Receive, comprehend and follow oral instructions.
• Operate in a fast-paced, high stress environment.
• Read and understand complex laws and other written documents.
• Assess varying situations, develop solutions and make decisions with minimal direction.
• Perform statistical research and analysis.
• Provide high-levels of customer service.
• Communicate effectively in the English language at a level necessary for efficient job performance.
• Perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without reasonable accommodation.
• Individuals must be capable of operating vehicles safely and have an acceptable driving record.

• Four years of prior office, customer service or receptionist experience including basic website development and maintenance and accounting duties.

• Valid state-issued driver's license.

• 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
• Driving Record Check

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 While performing the duties of this job the employee is occasionally lifting/carrying up to 50 pounds. The noise level is occasionally moderate. Work includes sensory ability to talk, hear, smell and touch. Work in this position also includes close vision, distance vision and peripheral vision. Employees will sit, stand, walk, stoop, kneel, crouch, crawl, reach, grasp, climb and balance. Position requires hand/finger dexterity. Working Environment The work environment will include inside conditions. Employees will also drive a vehicle as part of this position.