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Customer Service Supervisor

4 months ago

Scarborough, Canada Toronto Pan Am Sports Centre Inc. Full time

Toronto Pan Am Sports Centre Inc. is currently seeking a full-time **Customer Service Supervisor **to join our team

The Customer Service Supervisor will be responsible for providing customer service to all guests of the Toronto Pan Am Sports Centre, implementing daily work duties for customer service staff as well as providing facility tours, membership information and program and registration information. They will schedule and process payroll and work with the Customer Service Manager on recruitment, training and performance management for the department.

The key accountabilities of the role include, but are not limited to:

- Assist Manager with evaluating customer service systems and processes and overseeing all aspects of supervising staff to maintain an efficient positive work environment;
- Assist the Manager to address personnel issues by analyzing data, investigating issues, identifying solutions and recommending actions;
- Assist in the recruitment, selection, orientation and training of full-time and part-time staff;
- Lead the Customer Service team to understand the expectations and objectives of Toronto Pan Am Sports Centre; assist managing performance of staff when needed;
- Scheduling of part time customer service staff;
- Supervise daily cash handling, accurately reconcile cash and ensure secure handling of access cards, parking passes and floats;
- Complete weekly payroll verification and assist other associated payroll duties as needed;
- Act as liaison between Toronto Pan Am Sports Centre, City of Toronto, UTSC and all other stakeholders to ensure efficient coordination and dissemination of information;
- Participate in the delivery of services to Toronto Pan Am Sports Centre members to ensure excellence;
- Assist Customer Service Representatives in their administrative tasks and at the front counter during peak times and for break coverage when required;
- Communicate in a friendly and courteous manner at all time, in person and on the phone;
- Communicate and promote health and safety awareness to coworkers and facility users;
- Oversee member access and respond appropriately to resolve any issues or conflicts;
- Oversee locker rental designation, reporting, organization and troubleshooting;
- Understand, support and adhere to Toronto Pan Am Sports Centre policies, programs, and procedures and other duties as required.

What we need from you:

- Completion of a high school diploma with some post-secondary education. A degree in health, fitness or recreation is preferred.
- Minimum of four (4) years of experience in membership services, retail or marketing with two (2) years in a supervisory capacity with demonstrated leadership experience.
- Excellent problem solving, multitasking and time management skills;
- Outstanding interpersonal and communication skills;
- Ability to handle difficult situations and customer complaints with confidence;
- Current Standard First Aid and CPR C/AED;
- Strong computer skills (Word, Excel, PowerPoint);
- Experience in CLASS, EZ Facility, Fusion, Slack and Desk software considered an asset;
- Ability to motivate and lead a team of full-time and part-time staff members;
- Ability to work flexible hours including weekend and extended hours as required;

**At the Toronto Pan Am Sports Centre Inc. We Can Offer You**:

- A Comprehensive Benefits Package including Medical, Dental, Vision, Life, AD&D
- Insurance, Disability coverage, and Travel Insurance
- Employer RRSP Contribution
- Complimentary Fitness Centre Membership
- Training and Development including Education Assistance Reimbursement
- Employee Assistance Program
- Experience in working large scale events, tournaments, and competitions
- Corporate Events
- Staff discounts on items such as mobility, clothing, events, etc.

**How to Apply**

Please submit your cover letter and resume to the attention of: Customer Service Manager, **by 11:59pm on February 2, 2024.**

Our History:
A legacy of the 2015 Toronto Pan Am and Parapan Am Games, Toronto Pan Am Sports Centre is operated by a corporation co-owned by the City of Toronto and the University of Toronto. The world-class facility was the largest sport new-build for the Games and the largest infrastructure investment in Canadian amateur sport history. Toronto Pan Am Sports Centre delivers extensive programming that serves recreational and community groups, university students, high performance athletes, as well as fitness centre clientele. The building’s 312,000 square-feet includes two internationally sanctioned 10-lane 50-metre pools, a world-class dive pool and dry
- land dive training facilities, a four-court gymnasium, a rock climbing wall, an indoor running track, conditioning rooms, a high performance testing centre, studio spaces, and a state-of-the-art fitness centre for members. The Canadian Sport Institute Ontario (CSIO) is located at Toronto

Toronto Pan Am Sports Centre Inc. is committed to creating an inclusive and diverse work environ