Customer Experience Lead

City of Missoula; Missoula (MT); On-site; USD 42,000 - 65,000; Full time

Job summary

City of Missoula is seeking a Customer Experience Lead to oversee front desk operations and deliver welcoming service across Parks & Recreation facilities, including Currents, Splash Montana, and Fort Missoula Regional Park.

You will train staff, manage admissions and registrations, handle cash and transactions, and help maintain safe, smooth daily operations with a focus on positive patron experiences.

Qualifications

• 3 years of experience in customer service or related field.
• CPR/AED certification or ability to obtain within 60 days of hire.
• Experience at City of Missoula Parks & Recreation facilities preferred.

Responsibilities

• Perform customer service functions related to registration, admissions, reservations, and payments.
• Lead and train front desk staff in customer service and P&R duties.
• Oversee daily operations, including opening/closing procedures and cash handling.
• Provide administrative support and assist with reporting and documentation.

Skills

Customer service

Cash handling

Staff training

Communication

Front desk operations

Emergency response

Team coordination

Microsoft 365

Rectrac Software

POS systems

Tools

Rectrac Software

Microsoft 365

Job description

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.

CUSTOMER EXPERIENCE LEAD

• 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.

ALL POSITIONS

• 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.

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.

CUSTOMER EXPERIENCE LEAD

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

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.

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.