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Department Supervisor, Customer Service

3 months ago

Langford, British Columbia, Canada Langford Lanes Full time

JOB TITLE:

Customer Service Supervisor

LOCATION:
City Centre Park located at 1097 Langford Parkway Victoria BC.

DEPARTMENT:
Langford Lanes, Customer Service

REPORTS TO:
Manager of Customer Service

HOURS:
Full-time; Evenings and Weekends with closing shifts (11:30pm-12:30am) required. Exact shift times vary to support needs of the business. Starting wages commensurate with experience.

GENERAL JOB DESCRIPTION


The Customer Service Supervisor's primary responsibility is to ensure that the needs of customers are being satisfied at the Langford Lanes Bowling Alley, Eagle Ridge Centre, Westhills Ice Arena, Playzone and Mini Golf.

Other responsibilities would be to oversee greeting and signing in customers for bowling and other facility reservations, table service and opening/closing bills correctly, customer service, and general administrative tasks.

Over time, this role would be expected to train to support with our Bowling Leagues, working closely with our Bowling Operations Specialist and Department Managers to ensure that they and all staff are familiar and confident in following all policies regarding day-to-day operations of the Bowling alley.

This position offers a lot of room for growth and development within the company.

This role would be ideal for someone who enjoys a fast-paced work environment, has great time management skills, pays attention to detail and can multitask, is outgoing and has a genuine enjoyment of connecting with people.

If this job sounds like something you would enjoy, we would love to hear from you

TYPICAL DUTIES AND RESPONSIBILITIES:

  • Supervise staff in completing daily tasks. Coaching staff on policies and working with management to ensure consistency in service excellence.
  • Completing daily cleaning tasks and ensuring that the bowling alley and customer service areas are maintained to a high level of cleanliness, organization and appearance.
  • Check in with guests and address customer complaints. Escalating customer service issues to management when appropriate, and problemsolving in the moment to create great customer experiences.
  • Provide overrides and/or discounts in POS system as needed (per policy guidelines)
  • Assist the Department Manager in training new employees and stay up to date on all communications and policies. Coaching staff on performance and policies as needed.
  • Meet and Greet customers as they arrive and as they leave.
  • Provide a fun, safe environment for customers and staff. Address and help deescalate and customer service issues, offering in the moment solutions where possible and bringing issues forward to senior management when required
  • Familiarize yourself on upcoming daily/weekly/reservations upon arrival and prepare the bowling alley for the various types of reservations.
  • Complete daily cleaning cadence using operational tools and checklists
  • Stay calm and collected during busy peak times, and delegate tasks to other staff in order to maintain a smooth business operation

REQUIREMENTS

  • First Aid OFA Level 1 (required to be obtained within first 90 days of employment) We reimburse for reasonable expenses related to obtaining OFA Level 1 once an employee has completed their 90 day probation.
  • Criminal Record Check. Required within first 30 days of employment to retain status of employment. Costs for obtaining Criminal Record check is reimbursed once received.
  • Serving it Right is an asset, but not required
  • Supervisory experience of a team of at least 4 is required (2 years minimum)

WHAT WE OFFER

  • Facility and meal discounts.
  • Health and dental benefits for fulltime employees after 6 months of service
  • Opportunities for crosstraining in other areas/departments as part of a performance development plan for longterm employees
  • Access to a number of free dropin recreation programs
  • Free staff parking
  • A fun, engaging environment with passionate, hardworking team members

Job Types:
Full-time, Permanent

Salary:
$18.50-$22.00 per hour

Benefits:

  • Casual dress
  • Dental care
  • Extended health care
  • Vision care

Schedule:

  • 8 hour shift
  • Evening shift
  • Night shift
  • Weekend availability

COVID-19 considerations:


We follow all Public Health guidelines including enhanced cleaning procedures of all high-touch surfaces and have a Communicable Disease Prevention Plan in place to prioritize staff safety.


Work Location:
One location