Pool Desk Reception Staff

6 months ago

Toronto, Canada SEAL Swimming Full time

Position Overview

The Reception Staff serves as a frontline ambassador for our company, promoting Seal Swimming to the community and carrying out all work in accordance with Seal Swimming’s mission, vision and Core Values.

Welcoming clients to our facilities and responding to customer inquiries in person, the Reception Staff responds to customer service and sales opportunities and queries and directs them to the appropriate team members, while also ensuring and maintaining customer satisfaction. This role reports to the Shift Lead.

**Responsibilities**:
The Position shall be measured against successful execution of tasks and responsibilities which include but may not be limited to the following:

- Customer Service- Address potential customer’s needs & expectations while presenting the services available from Seal Swimming.
- Responds to in-person customer support inquiries.
- Records customer feedback and document issues affecting the customer experience.
- Deliver communications in-person regarding promotions, registration periods, calendar events and other notifications as required.
- Responsible for reporting, documenting and escalating any system related issues and functionalities to the Shift Lead.
- Works closely with the Administration and Operations teams to resolve any customer questions or complaints in a timely manner.
- Ensure customer satisfaction and provide professional customer support.
- Learn about Seal Swimming’s programs and curriculum inside and out to be able to answer any questions from customers.
- Resolve customer concerns using a professional & empathetic approach.
- Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied.
- Direct feedback to Management to help improve sales, marketing, and business processes.

Maintain a professional, organized appearance.- Sales- Assist customers with purchases of merchandise & vending products.
- Learn to identify customer needs or desires in order to recommend the appropriate product or service.
- Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.

Keep a record of incoming inquiries to be able to reference at a later date.- Quality Assurance- Ensure that the highest standards are met at all times, in adherence with Seal Swimming’s customer service guidelines and standards.
- Adhere to Seal Swimming’s policies and procedures, and governing regulations at all times.
- Embody and promote Seal Swimming's mission, vision and core values at all times.
- Other- Performs additional duties as assigned by Management.

Technical Skills

The Position shall be measured against the job skills required to successfully fulfill the duties and responsibilities of the position which include but may not be limited to the following:

- Fluent in English both verbal and written.
- Demonstrated experience in customer service.
- Excellent verbal and written communication skills.
- Ability to prioritize and manage workload.
- Ability to work independently and as part of a team.
- Experience working with CRMs, Customer Support ticketing tools and Google Workspace would be preferred.
- Strong networking skills.
- Collaborative and customer-centric self-starter.
- Must thrive in a fast-paced environment with many competing priorities and deadlines.
- Creative problem solver, active listener and empathetic towards customers.

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