POSITION SUMMARY:
- Customer Service Associates are responsible for front line customer service and reception duties at recreation facilities within the Town of Fort Frances.
DIRECTION RECEIVED:
- Works under direction and supervision of the Community Services & Facilities Manager
DIRECTION OF OTHERS:
- None, but may provide task direction to others on occasion.
GENERAL RESPONSIBILITIES:
- Ensures an exceptional customer experience for all visitors to the Memorial Sports Centre (MSC).
- Addresses general inquiries from members of the public and helps to address any issues or concerns that may arise.
- Provides in-depth and up-to-date information on the Centre’s programs, policies, procedures, events/activities, and maintains all promotional material for the MSC.
- Assists patrons and processes all transactions associated with all aspects of program registration, facility booking, and membership purchase/renewal.
- Supports and promotes the Memorial Sports Centre and its programs to engage the public, boost interest, and raise overall participation levels in the facility.
- Answers telephones and provides direction to customers as required; responding to all inquiries in a timely manner.
- Follows all daily cash handling/cash out procedures, including the preparation of the daily deposit reconciliation, while ensuring accuracy and thoroughness throughout.
- Maintains a safe and clean working environment for coworkers and the general public, including identifying and immediately reporting any safety hazards or damage to the facility or equipment.
- Communicates and interacts effectively with other facility staff and coworkers.
- Completes all opening and closing duties, as per established procedures.
- Assists in the maintenance of an organized and effective filing system.
- Maintain composure in escalated situations as they arise. Immediately report incidents to the Recreation Supervisor or designate
- Be responsible to work in compliance with the Occupational Health and Safety Act and Regulations, the Town’s Policies and Procedures, as well as established industry guidelines and requirements
- Completes other duties as assigned.
EDUCATION AND QUALIFICATIONS:
- Secondary School Diploma
- Minimum six (6) months of relevant experience in a customer-facing role.
- Skills in building strong working relationships with coworkers and the public.
- Experience providing front line customer service, handling cash and completing related administrative duties.
- Customer-service orientation with the ability to handle difficult situations tactfully and professionally.
- Demonstrated problem-solving skills and the ability to work well both independently and in a team setting.
- Strong organizational skills and attention to detail, with ability to effectively multi-task and handle changing priorities.
- Proficient with computers and associated software applications (MS Office, etc.).
- Previous experience operating a Point of Sale (POS) terminal would be considered an asset.
- Previous experience using booking and registration software. (i.e. CLASS or ActiveNet) would be considered an asset.
- A satisfactory Criminal Record Check will be required as a condition of hire.
- Demonstrated ability to establish effective working relationships with fellow employees and the general public.
- Valid First Aid and CPR certification (or willingness to obtain prior to start date)
EFFORT:
- Office and clerical work require concentration for short to moderate periods of time, and work is subject to continuous interruptions and priority shifts.
- Critical demands relate to short timelines to meet deadlines for assignments.
- Muscular and sensory strain along with sensory exertion for moderate to long periods while inputting data via keyboard.
- The employee must occasionally lift and / or move up to 25 pounds.
WORKING CONDITIONS:
- The hours of work is a minimum of 10 hours per week.
- Must have availability to work daytime, evening and weekend shifts
- The employee works 95% of their days inside a climate-controlled public area. They seldom face unpleasant outdoor conditions, except for occasional trips to buy items or collect mail from the Civic Centre.
- Occasional exposure to minor disagreeable conditions, such as noise, and occasional difficult behaviour from clients
Pay: $25.47-$31.27 per hour
Work Location: In person
