Guest Services Representative

7 months ago


Cochrane, Canada SLS Centre Full time

**About Us**
Spray Lake Sawmills Centre is a leading-edge sport and recreational facility encompassing 325,000 square feet, including an aquatic centre, four arenas and a curling centre, fitness & climbing facilities, an indoor turf, track, and gymnasium. SLS Centre is a not-for-profit organization and a registered charity, governed by a volunteer board of directors. SLS Centre employs over 170 employees who help make a difference in our community’s physical and social well-being. We offer a dynamic and fast-paced work environment that promotes excellence in teamwork, community building, and an innovative customer-focus.

**About the Position**
Reporting to the Guest Services Supervisor, you will deliver exceptional customer service as part of the dynamic team. You will monitor/maintain safe and efficient daily operations of the facility, ensure exceptional customer service by supporting a fun, safe, and enjoyable environment, and represent SLS Centre in a friendly and welcoming manner as the first point of contact for most visitors. This position includes a technical component, working heavily with our CRM system to process customer transactions & memberships.

**Job Type**:Part-time, hourly (~10-20 hours/week) - This is an ongoing, year-round position.

**Availability Required**: Evening & weekend availablity is required

**Start Date**: ASAP

**Specific responsibilities**:

- Provide enthusiastic customer support in a sincere, professional and courteous manner, striving to exceed customer expectations within a collaborative team environment.
- Multitask with customers, program registration, membership sales, answering telephone calls and touring potential customers.
- Learn and become an expert at using our bookings/CRM software - ActiveNET.
- Perform all cash handling functions according to policies and procedures.
- Ensure all customer accounts are complete and accurate.
- Strong knowledge of products & services available at SLS Centre & ability to assist customers to make an informed choice.
- Understand various aspects of the business including knowledge of facility layout, programs, public and special events schedule and tenants.
- Utilize sale techniques to effectively sell SLS Centre programs, services and memberships.
- Operate equipment - POS, Ingenico, printers, copier & computer.
- Listen to customer complaints with empathy & act appropriately and with resilience in the face of conflict.
- Understand SLS Centre improvements and Guest Services accountabilities by regularly reading updates in the communication binder.
- Other tasks/duties that may change upon request.

**Qualifications**:

- A high-energy individual who thrives in a dynamic & ever-changing environment
- Excellent communication skills and experience delivering superior customer service
- A resilient approach to change, conflict, and difficult customer situations
- Computer & software proficiency is essential. Experience with CRM systems such as ActiveNET is an asset. (Interviews will include a technical assessment.)
- Ability to effectively problem-solve in unique situations
- Experience with cash outs and POS systems
- Positive attitude, maturity and enthusiasm, and a collaborative team player
- Detail oriented, quick learner, adaptable and flexible to changing priorities
- Criminal Record Check required upon hire
- Experience working in a fast-paced environment.



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