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NEOGOV · 1 day ago

Customer Experience Supervisor

Missoula, Montana

Full-time

Onsite

Mid, Senior Level

$61K/yr - $67K/yr

6+ years exp

NEOGOV is seeking a Customer Experience Supervisor for the Missoula Parks & Recreation department to create welcoming experiences for community members. The role involves frontline customer service leadership, staff supervision, and operational oversight across multiple locations.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

Train and provide daily supervision of assigned staff, including developing workflow and schedules, monitoring performance; assist in the hiring, onboarding, evaluation, and discipline process; work to correct deficiencies and build strengths within team members; review, update, and propose job descriptions for program positions

Review, enter, and approve employee timecards and payroll data into the City’s payroll system to ensure accuracy in accordance with established deadlines and polices

Enforce City policies, procedures, and code of conduct standards

Oversee program and event schedules, facility rentals, concessions, participant communication, marketing and community outreach, on-site evaluations of programs and special events, including coordinating volunteers for events and other programs, as necessary

Develop proposed program budgets, and fee schedules; apply for and administer grants

Monitor adherence to safety and risk management policies and procedures; assist with coordinating safety and training for aquatics, facilities, and recreation programs

Conduct follow-up evaluations with program participants and staff; assess program success rates and recommend future changes; develop and implement various measurement tools for evaluating programs

Oversee safety and sanitation of facilities and equipment, including maintenance, repair, and custodial management, to ensure cleanliness and safety for participants and staff; manage inventory and purchase equipment and supplies

Oversee invoicing for user groups, organizations, and/or outstanding balances relevant to program area of focus

Prepare and analyze various statistical reports from program areas to better develop customers understanding and program needs to assist the manager in making informed decisions

Organize and assist with department policies, goals and objectives, including reviewing operations, recommending and implementing organizational and/or procedural changes, etc

Prepare a variety of reports, correspondence, and other documents

Perform other duties as assigned, based on training and qualifications

Greet and provide customer service to patrons, by phone and in person, regarding Parks & Recreation services, and opportunities, including rules and regulations

Process cash and credit card payments, refunds, and activity transfers; reconcile cash irregularities and daily cash-outs; oversee daily deposits and work out discrepancies with the Finance Department and Customer Experience Manager

Manage and maintain the back end of Parks & Recreation phone line

Assist with maintaining customer experience technology to ensure smooth operations, proper connections, and regular software updates for point-of-sale, credit card readers and other associated peripherals

Compile, create and organize front desk manuals, materials, and documents

Maintain inventory and purchase of office supplies for all facilities

Schedule and lead staff meetings

Plan, coordinate, and oversee food and beverage programs at multiple locations to ensure compliance with health, safety, and operational standards

Qualification

Recreation management experienceCustomer service leadershipBudget developmentCPR certificationMicrosoft 365Staff supervisionConflict resolutionTime managementCommunication skillsOrganizational skills

Required

Any combination of education and experience equivalent to six (6) years of recreation management, resource management, experience management, aquatics, recreation program lead experience, or another relevant field

Must have a valid Montana driver's license with a verified acceptable driving record, or the ability to obtain within 60 days of hire

Will be required to pass a fingerprint background check, if 18+ years old and working with youth

Supervisory experience

Preferred

Supervisory experience, preferred

Must have basic CPR certification, or the ability to obtain within six (6) months of hire

Recreation or Special Event program experience, preferred

Benefits

Market-Competitive Salary

Work/life balance, including the possibility of flexible schedules and remote work opportunities

$0 premium for health and dental coverage for employees and affordable premiums for family coverage

$10,000 Employer-sponsored Accidental Death and Dismemberment Life Insurance Policy

Options for supplemental life, disability, critical illness, and accident

Constitutionally guaranteed retirement plan with the City contributing 8.77% of salary on your behalf and the ability to contribute to a supplemental deferred compensation program

Generous paid vacation, sick leave, and holidays

Pre-tax flexible spending accounts

The City of Missoula may qualify you to receive student loan forgiveness under the Public Service Loan Forgiveness.