Customer Service Attendant

Classification: Part-Time, Permanent (Job Share)

Weekly Hours: Up to 24 hours

Number of Existing Vacancies: 1

Closing Date: Open until filled

Position

Summary

Reporting to the Recreation Business Services Coordinator or designate, the Customer Service Attendant is responsible for providing high quality customer service while assisting in the delivery of Town services. Duties include answering and/or redirecting telephone inquiries, greeting visitors, assisting with wayfinding, processing payments, receiving, and distributing mail and courier packages, and ordering office supplies, as required. The Customer Service Attendant is also responsible for processing program registrations, point of sale, facility and park bookings and selling memberships and passes.

Core Duties and

Responsibilities

1. Responsible for timely, professional, courteous, and effective handling of Department inquiries and service requests.
2. Provides excellent customer service regarding program, facility, and membership information with ability to multi-task in a fast-paced environment by way of direct communication with patrons, telephone, and email.
3. Receives and responds to high volume of complex inquiries and customer complaints using established customer service policies and procedures.
4. Serves as the main contact and administrator for program registrations, memberships and passes, facility and park bookings, and provides support for customers using the online registration system. Determines appropriate fee schedule to use by understanding payment category definitions, user groups, required facilities, insurance, policies, and customer requirements.
5. Receives and processes payments for program registration, facility bookings, memberships, rock wall entry, daily passes, transit passes and special events and ensures that all monies are recorded accurately in the database. Reconciles cash drawers, opens, and closes tills, balances cash register, and prepares receipts for bank deposits.
6. Receives and processes Leisure Access Pass applications for required information, communicating with the applicant, and approving the pass.
7. In the absence of the Recreation Programmer, communicates with and guides and supports Facility Monitors.
8. Provides general administrative assistance and support to the Administration team, including ordering office supplies with the approval of the Recreation Business Services Coordinator, and sorting and processing mail and deliveries.
9. Participates in team meetings and provides input as it relates to the administration area.
10. Designs marketing materials for department advertising (TV), program updates, upcoming events, with creativity to promote and communicate with public, and performs digital media screening.
11. Maintains facility resources and ensures proper information is documented for all assets signed out by patrons and/or staff.
12. Liaises with the general public, staff, council members, professional peers, colleagues, members, volunteers, schools, contractors, suppliers, community/special interest groups, and inter-municipally as required; and acts as an ambassador for the Town supporting and championing corporate goals and decisions and facilitating public education/relations within the community.
13. Assists with and promotes memberships, facility events/rentals, and programs.
14. Assists with health and safety tasks including, performing updates and conducting follow-up with MSDS reporting, filing, emailing and ensuring up to date MSDS are circulated to appropriate areas.
15. Responds to incidents, accidents, and emergency situations, including assisting with directing patrons to safety.
16. Ensures that the facility is accessible and clear of obstacles to allow for use of mobility devices and patron safety.
17. Communicates safety protocols, guidelines, and rules to patrons and user groups and ensures that they are enforced, including correcting inappropriate or unsafe behaviours with patrons where required.
18. Champions the HIGH FIVE Principles of Healthy Child Development and Principles of Healthy Aging whenever possible, understanding their theoretical and practical significance as it relates to delivering high quality and transformative programming to individuals and the community.
19. Serves as a positive role model and leader. Models appropriate problem-solving techniques, providing opportunities for patrons to problem solve.
20. Provides an environment and activities that foster healthy relationships, celebrates individuals’ successes, and remains engaged and attentive to participant’s needs and requests during all programs engaging them to create a sense of community. Provides an opportunity for participants to be creative, competent, and confident.
21. Follows all Town policies and procedures and ensures all health and safety regulations are upheld.
22. Provides backup assistance to other staff in the Department, as required.
23. Maintains files in accordance with the Town’s Records Management By-law, Policies and Procedures and the Electronic Document and Records Management System (EDRMS).
24. Works in a respectful, friendly, and courteous manner and communicates effectively with co-workers, supervisors, elected officials, and the general public.
25. Demonstrates a commitment to diversity, equity, and inclusion through continuous learning, modeling inclusive behaviours, and proactively managing bias.
26. Undertakes special projects and performs other duties as assigned in accordance with departmental or corporate objectives.

Qualifications Required:

1. Ontario Secondary School Diploma with post-secondary education from an accredited college in Business Administration, Hospitality or Recreation and Leisure or a related field of study, or equivalent.
2. Minimum one (1) year of progressive, related experience in a recreation setting or equivalent, required.
3. Standard First Aid and CPR-C or willingness to become certified, an asset.
4. HIGH FIVE - Principles of Healthy Child Development and HIGH FIVE - Principles of Healthy Aging certification or willingness to obtain, an asset.
5. Good working knowledge of the Occupational Health and Safety Act, and WHMIS 2015.
6. Excellent interpersonal skills including the ability to work effectively in a team environment and to exhibit courtesy, tact, and diplomacy in dealing with the public, department officials and other members of staff. Ability to adhere to confidentiality requirements at all times.
7. Excellent written and verbal communication, administrative, customer service, cash handling, organizational, analytical, problem-solving, research, and time management skills.
8. Strong ability to work independently, multi-task, manage competing priorities and demonstrate attention to detail, required.
9. Excellent knowledge of Microsoft Office software applications including Excel, Word, Outlook, and SharePoint. Experience using Xplor Recreation software and Point of Sale systems is considered an asset.
10. Ability to provide a current and acceptable vulnerable sector police record check.
11. Possess the physical ability to perform the essential duties of the job.

Physical Demands and Working Conditions:

1. Extended periods of sitting, computer usage, phone/switchboard usage, walking, bending, reaching, and lifting up to 25 lbs.
2. Conditions vary from a noisy, indoor public facility environment to exposure public criticism.
3. Ability to work schedule and shifts as stated. Work outside normal working hours may be required occasionally.