Customer Service Coordinator

3 weeks ago

Halifax, Canada Canada Games Centre Full time

The Canada Games Centre (CGC) is a vibrant multi-sport community and recreation centre in Halifax, Nova Scotia. We are a 176,000 sqft facility operated by a non-profit society committed to promoting physical literacy, fitness and wellness, and to supporting the needs of high performance sport & athlete development. The Centre runs sport and recreation programs, camps, fitness classes and so much more in an inclusive environment. Located in Mi’kma’ki, the ancestral and traditional lands of the Mi’kmaq people, the CGC acknowledges the Peace & Friendship Treaties signed in this Territory and recognizes that we are all Treaty People.

Together, we inspire healthy active living.

**Position Summary**

We are looking for an enthusiastic, recreation/sports-minded, positive individual to provide leadership in delivering exceptional customer service and support to our members and guests. This position is responsible for the overall day-to-day supervision and training of the Canada Games Centre Customer Service and Membership teams. Strong communication skills and relationship building are key to success in this role. The Coordinator will work within our Service Operations department to ensure members and guests have a quality experience in our Centre.

This position will report directly to the Manager, Service Operations and will aid in providing support and leadership to a staff team consisting of Customer Service staff, Membership Assistants, Gate Monitors, and Child Minding staff. In addition to a commitment to exceptional customer service and a positive customer experience, the Customer Service Coordinator must be highly organized, sales focused, manage time effectively, and complete correspondence with members and users in a timely, efficient, and professional manner. This is a client facing role where professionalism and building rapport are the keys to success.

**Responsibilities**
- Organize and administer customer service protocols and procedures
- Ensure staff scheduling for appropriate coverage and keep within budgetary allowances
- Identify training needs and build/conduct training as necessary for staff regarding memberships, service delivery, paperwork completion, and other relevant topics
- Assist with member services including, but not limited to check-ins, membership sales, daily cash-outs, facility tours, paperwork, and end of shift reconciliations
- Communicate policies, procedures, updates, and all other required information to guests
- Assist in the growth and development of memberships for the facility including the corporate membership program
- Accept and process payments
- Receive and manage all customer complaints or concerns (either directly or through other departments, depending on the specific issue)
- Act as the lead point of contact for Customer Management Software (Legend) at Customer Service
- Day-to-day coaching, recruitment, hiring, training, and development of part-time and full-time Membership, Customer Service, Child Minding and Gate Monitor staff
- Administer the organizations Performance Management system with all members of the Customer Service business unit
- Responsible for ensuring that staffing levels are appropriate for fluctuating business needs
- Assist in the planning and implementation of member appreciation events and marketing events to promote membership growth
- Assist in developing and expanding any procedural documents and training materials necessary for end-users and staff
- Assist in the organization’s member retention strategy, including working with the Marketing department on member communications, following up on cancellations,
- Maintaining inventory and ordering supplies for area
- Understanding and coordination of all financial responsibilities associated with Customer Service, including but not limited to ensuring change/cash floats are monitored and replenished, investigating discrepancies in staff daily balance sheets and payroll
- Liaise with all Canada Games Centre departments to ensure key messages are received and communicated to the Customer Service team
- Serve as an after-hours point of contact for Customer Service staff and provide desk coverage when needed
- Work in conjunction with other Canada Games Centre staff to develop best practices to maximize use of the Centre
- Communicate effectively and in a timely manner with public, user groups and staff
- Process payments and perform invoicing where necessary
- Prepare and submit payroll
- Complete additional projects and tasks as assigned by Manager, Service Operations

**Qualifications**

**_ Education & Experience_**
- Degree in Business Administration, Recreation Management, or equivalent combination of relevant education and experience
- 3+ years’ experience in supervisory role in similar environment
- Experience in cash handling and revenue reporting
- Experience working with the public in a customer service focused role including in conflict situations
- Experience and com

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