Our Mission:

To ensure that the public has access to healthful clean and inviting facilities for recreation and healing purposes.

Position Overview:

The Customer Service Representative 1 provides friendly, professional customer service and specialized information, assists guests in accessing services, and performs related duties that help create a positive visitor experience in a fast-paced business.

EXAMPLE OF DUTIES

Employees in this classification will spend approximately 60% of their time greeting visitors, assisting customers, and answering the telephone at the World-Famous Hot Springs. Office support duties will generally comprise less than 40% of total work time and are not considered the primary function of the position. Incumbents must possess a good working knowledge of department programs and services in order to provide and obtain accurate information, explain and apply applicable rules, policies, procedures, and criteria, and refer individuals to the appropriate department or staff member. Employees question customers to determine their needs or the purpose of their visit and may interview customers to obtain detailed program-related information and assist in screening for available services including tourism related questions. The position involves frequent public contact with individuals from varying backgrounds and requires professionalism, sound judgment, and a high degree of confidentiality, particularly when working in a public-facing area. Incumbents independently apply program knowledge when responding to questions, reviewing information, and assisting individuals. Additional duties include reviewing documents, applications, shift reports, deposits, and records for accuracy and completeness; accessing and updating information using computerized recordkeeping systems; answering, screening, and channeling telephone calls; taking messages; receiving money, making change, and issuing receipts; and performing accounts payable and accounts receivable functions. Employees may also compile information, maintain records, prepare routine reports, and perform other related office support duties as assigned.

ADDITIONAL INFORMATION

Incumbents question customers to determine their needs or purpose of their visit. This position is responsible for monitoring patron safety in the pool area. CPR, AED, and First Aid training is required and is supplied through the employer. The position works rotating shifts such as days, night, weekends and holiday shifts. This position communicates activities, identifies potential problems, and recommends corrective actions to supervisor.

These positions:

May involve dealing with hostile or angry individuals.

MINIMUM QUALIFICATIONS

Experience:

Questioning customers to obtain detailed information in a public facing business setting. Explaining policies, procedures, or rules. Independently handling complaints and upset individuals in a business setting. Answering a business telephone using knowledge of business telephone procedures and etiquette. Reviewing documents and records for accuracy and completeness. Accessing data using a computerized records system. What the Lava Hot Springs Foundation offers: Excellent medical, dental, and vision insurance Participation in one of the Nation's best state retirement systems Generous vacation and sick leave accrual that begins as soon as you start (accumulate approximately 3 weeks of vacation the first year, and increasing with state longevity) Eleven paid holidays a year Eight weeks of Paid Parental Leave Multiple saving plans-optional 401k and 457 plans Group Life Insurance/Disability Insurance/Supplemental Life Insurance - state provided basic life insurance coverage and affordable supplemental plans Public Sector Student Loan Forgiveness (eligibility requirements may apply) Employee Assistance Program - confidential support, information, and resources for all of life's challenges State Wellness Programs Ongoing training opportunities For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.•

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws. The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (

TTY/TTD:

711), or email ada.coordinator@dhr.idaho.gov. 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