Customer Service Representative

6 months ago

Simcoe, Canada Norfolk County Full time

**Basic Function**:
As Ambassador to the Simcoe Recreation Centre, Annaleise Carr Aquatic Centre and Simcoe Seniors Centre the Customer Service Representative will act as liaison between customers and staff and represent the municipality in a consistent and service-oriented manner. The Customer Service Representative - Recreation will ensure all residents and visitors are provided with a positive recreational experience while processing recreation program registrations and facility booking requests, completing and preparing deposits, and responding to inquiries regarding recreation programs and facilities.

**Position Description**:

- Ensure public is greeted in a prompt, professional and service-oriented manner and the County’s standards for customer contact and telephone protocol are not only met but also exceeded.
- Act as Deputy Division Registrar for the issuance of burial permits as delegated by the Clerks’ Department
- Problem solve and handle customer complaints in a mature, calm and professional manner; escalate/refer inquiries as appropriate
- Provide support for customers using the online registration system
- Update and maintain client data base as needed
- Process program registrations, maintain customer memberships, book and attend participants into classes and programs, process all drop-ins and point of sale requests and issue necessary receipts
- Process facility booking inquiries and manage allocation of rental space within the Simcoe Recreation Centre including, multi-purpose floor, pool and meeting rooms
- Monitor customer accounts to ensure collection of outstanding balances are followed up with on a regular basis
- Provide back up to the Facility Booking Clerk for the booking of all County Recreation facilities and following up on rental inquiries
- Monitor and process online facility booking requests when Facility Booking Clerk is unavailable
- Process Gear Shop Rentals and manage concession inventory
- Receive, sort, prepare and disperse mail for distribution internally and externally
- Manage inventory of office supplies for the department; including responsible for office supply vendor ordering, receiving of supplies and distributing to proper staff members
- Maintain/consolidate daily deposits for all locations utilizing Xplor Recreation system; maintain and process post-dated payments on a daily basis, balance, reconcile and prepare bank deposits
- Maintain office equipment (copiers, printers, laminating machines, etc.) ensuring it is in good working order on a daily basis; contacting IT or maintenance support when required
- Maintain program listings/schedules for marketing/advertising purposes
- Monitor use of lifts in facility and assist customers who are having difficulty in operating
- Provide first aid and attend to emergency situations when needed
- Assist in the consolidation of information to complete the annual Municipal Performance Measures Program as well as department specific statistics and reporting requirements
- Perform other duties as assigned

**Requirements**:
**Knowledge and Experience**:

- Grade 12 graduation with a post secondary diploma in Business/Office Administration, Customer Service/Hospitality, Recreation and Leisure, or related discipline
- Over one year experience in customer service/public relations and working effectively within a team environment.
- Standard First Aid and CPR/AED required

**Skills and Abilities**:

- Knowledge of the Recreation Departments programs and operations
- Broad-based knowledge of the County's municipal operations and services is an asset
- Working Knowledge in the use of Microsoft Office Suite and demonstrated comfort level with Microsoft Teams and the Internet
- Previous experience with Recreation Management Systems, Xplor Recreation (PerfectMind), is preferred
- Experience with municipal software including Great Plains and CRM systems considered an asset
- General knowledge of accounting principles and a strong comfort level with completing financial transactions
- Ability to effectively communicate both verbally and in writing
- Ability to multi task under pressure, prioritize work tasks, problem solve and demonstrate attention to detail in order to meet customer service standards and deadlines
- Outstanding customer service skills with an ability to maintain composure regardless of the demands of the environment
- Excellent interpersonal, public relations, negotiating, organization, analytical and problem/complaint resolution skills
- Valid Ontario driver’s license and access to a reliable vehicle
- Must be aware of safe work practices as they relate to job responsibilities and work environment, and have the basic understanding of the Occupational Health and Safety Act

**Benefits**

**Posting #**:CUPE 47.24

**Position**:Customer Service Representative - Recreation

**Status**:Temporary Part Time (date of hire to approximately January 15, 2026)

**Employee Group**:CUPE

**Salary**:$22.87 - $28.57 per hour

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