Customer Experience Agent

Why work for the Town of Canmore: Our team is professional, fun, dedicated and passionate about work, the community and the endless opportunities for outdoor and indoor recreation in our magnificent Rocky Mountain environment. Our Customer Experience Agents support the community as part of an energetic and dedicated recreation team committed to promoting a high level of community wellness and exceptional customer service.

Position Overview: The Customer Experience (CE) Agent creates a welcoming, inclusive, and positive experience for all visitors to Town of Canmore recreation facilities. This position is accountable for delivering exceptional customer service while accurately administering memberships, drop-in admissions, program registrations, and responding to customer inquiries in a professional and timely manner. As a key member of the Recreation team, the CE Agent maintains a strong knowledge of recreation programs, services, and facility operations, contributing to the efficient and effective delivery of day-to-day services.

The CE Agent also supports the development and success of the Customer Experience team by assisting the Customer Experience Team Lead with staff training, administrative functions, and cash reconciliation processes. Through consistent adherence to service standards, operational procedures, and Town values, the CE Agent fosters a professional, collaborative, and customer-focused environment while supporting continuous improvement in service delivery.

Core Accountabilities: Deliver Exceptional Customer Service

Create a welcoming and inclusive experience for all facility visitors through consistent, professional interactions

Respond promptly and courteously to customer inquiries and requests in person, by phone, and via email

Resolve customer concerns professionally while maintaining composure in high-volume situations

Embody Town values of respect, integrity, and service in all customer interactions

Administer Memberships, Admissions, and Program Registrations

Accurately process membership applications, renewals, and drop-in admissions using recreation management software

Register participants in programs and maintain detailed records in the booking system

Handle cash and electronic payment transactions with accuracy and integrity

Verify eligibility and apply appropriate fees, discounts, and waivers according to established procedures

Maintain Strong Knowledge of Programs and Facility Operations

Stay current on all recreation programs, services, facility hours, and operational procedures

Provide accurate information to customers about facility amenities, program offerings, and registration requirements

Communicate updates and changes to the team to ensure consistent information delivery

Support continuous improvement by identifying gaps in customer knowledge or service delivery

Support Team Operations and Development

Assist the Customer Experience Team Leader with staff training and onboarding activities

Participate in cash reconciliation processes and administrative functions

Contribute to a collaborative, professional, and fun workplace culture

Support team members and share operational best practices to enhance service quality

Operate Recreation Management and Computer Systems

Use recreation facility booking software proficiently to manage registrations, memberships, and inquiries

Maintain accurate data entry in Microsoft Office programs, particularly Outlook, Word, and Excel

Follow documented procedures and troubleshoot common technical issues

Health and Safety

Fulfill worker responsibilities under the Town of Canmore Health & Safety Directive

Participate in the Town's health and safety program by following all safety legislation, policies, and procedures

Perform work safely and protect the health and safety of yourself and others

Refrain from causing or participating in harassment or violence

Report incidents, injuries, and unsafe or harmful worksites, acts, or conditions promptly to leadership

Key Competencies

Takes initiative to deliver timely, effective, and appropriate service that meets the needs of clients and interest holders. Anticipates needs, responds proactively, and follows through on commitments to ensure a high standard of service. Demonstrates a respectful, solution-oriented approach, building trust and positive relationships

Demonstrates integrity through consistent, competent performance, ethical decision-making, and clear, values-based communication that reflects what is best about the organization

Applies self-awareness and emotional regulation to remain effective and composed in a variety of situations, recognizing and responding appropriat