Customer Experience Lead

Customer Experience Lead
The City of Missoula is hiring Customer Experience Leads to help oversee front desk operations and deliver exceptional customer service across Parks & Recreation facilities. This position supports daily operations by assisting with staff coordination, handling customer transactions, and ensuring facilities operate efficiently and safely.

Responsibilities

Perform various customer service functions related to registration, admission, reservations, and payments through all forms of communication, such as in person, email, and phone.

Serve as Customer Experience Leader at Currents, Parks & Recreation, FMRP, and Splash Montana facilities to ensure quality front‑line customer service and accurate and consistent information is provided.

Ensure opening and closing procedures for all Parks & Rec facilities.

Comply with the Customer Experience Lead Handbook.

Reconcile cash irregularities for other cashiers; conduct daily cash‑outs; exchange currency for customer experience staff.

Assist with training aquatics, concessions, and customer service staff in customer experience and P&R related duties.

Provide support to various staff members while maintaining effective workflows with a focus on customer service.

Assist with work assignments to ensure daily tasks are completed.

Assist in tracking daily attendance and group entries for program attendees.

Perform general cleaning and maintenance functions, including snow removal.

Maintain organization of equipment, rosters, and supplies.

Organize and track lost and found items.

Provide administrative support by taking notes at staff meetings.

Communicate with Customer Experience Administrative team about front desk needs and procedures.

Assist with updating department boards (announcements, advertisements, etc.).

Provide support and leadership during emergency situations, such as assisting with rapid water rescues, first aid, crowd control, etc.

Perform other duties as assigned, based on training and qualifications.

Qualifications
All Positions:

Knowledge of, or the ability to learn, basic office and cash management practices, including point‑of‑sale, cash handling, and reconciliation of till.

Knowledge of, or the ability to learn, food preparation and sanitation requirements.

Knowledge of, or the ability to learn, waterpark and pool facility safety procedures, policies, and practices.

Knowledge of, or the ability to learn and promote, department safety considerations, City safety policies, OSHA standards and guidelines, and the Americans for Disabilities Act.

Skill in utilizing various computer software and databases, including Microsoft 365, and the ability to learn job‑specific applications and equipment.

Skill in following oral and written instructions.

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.

Ability to stay alert and identify potential and/or actual emergency situations.

Ability to work with both adults and youth of all ages.

Ability to participate in a customer‑focused and team‑oriented environment.

Ability to maintain and exhibit integrity and discretion in handling confidential and sensitive information.

Ability to maintain and foster a culture of professionalism, adhere to departmental and City standards and specifications, and support a positive team environment.

Ability to resolve conflicts with facilitating outcomes while maintaining a calm demeanor.

Ability to learn departmental and City of Missoula practices and procedures.

Customer Experience Lead:

Skill in providing quality customer service in person, writing, and over the phone.

Ability to lead and train staff in front desk, customer service, and P&R job‑related duties.

Ability to participate in a customer‑focused and team‑oriented environment, contributing as lead and collaborator.

Ability to develop and prepare reports, correspondence, and various documents.

Working Conditions
All Positions:

Position requires the ability to lift 50 lbs. or less.

Work environment may involve occasional exposure to occupational hazards, biohazards, and physical risks, including working in confined spaces, which require following basic safety precautions.

Duties are frequently performed where noise, heat, dampness, and/or cold are unavoidable.

Duties require the physical ability to occasionally perform bending, pulling, and squatting motions.

Must be of legal age to perform the duties of the position.

Customer Experience Lead:

Position requires schedule flexibility to accommodate opening, closing, and/or weekend shifts.

Any combination of training and education equivalent to three (3) years of experience with customer service, point‑of‑sale transactions, or another relevant field.

Must have a basic CPR/AED certification, or the ability to obtain within 60 days of hire.

Prior experience working at Missoula Parks & Recreation facilities, including Currents, Splash Montana, and Fort Missoula Regional Park, preferred.

Experience with Rectrac Software Management, preferred.

The City of Missoula does not sponsor employment visas (e.g., F‑1, H‑1B, TM). Applicants must be authorized to work in the United States on a full‑time basis at the time of application.

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