Customer Experience Lead

Customer Experience Lead

Be the friendly face of Missoula Parks & Recreation! Help create positive, welcoming experiences for visitors while supporting a dynamic team across our recreation facilities.

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.

Working in a fast-paced, team-oriented environment, the Customer Experience Lead helps train staff, manage workflows, and support customer service functions including admissions, reservations, and program registrations. This role requires strong communication skills, attention to detail, and the ability to lead by example while maintaining a positive and professional experience for all patrons.

To Apply: All applicants must submit the City of Missoula application. Screening of applications will begin immediately. Applications will continue to be accepted until an adequate applicant pool has been established. Resumes will not be reviewed. All details should be entered on the application.

Essential Functions

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

Knowledge, Skills and Abilities

• Knowledge of, or the ability to learn, the principles, practices, and procedures of basic office and cash management, including point-of-sale, cash handling, 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.
• 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

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

Qualifications and Additional Application Materials

All Positions:

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

Customer Experience Lead:

• 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.

This summary outlines the benefit programs; actual benefits may vary depending on bargaining unit and employment status. The City of Missoula will reward your contributions to our community with competitive compensation and generous benefits, including but not limited to:

• 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. Look here to learn more and understand whether you may be eligible.