Customer Service Coordinator

1 week ago

University of British Columbia Okanagan campus, Canada University of British Columbia Full time

Staff - Union

Job Category

BCGEU Okanagan Support Staff

Job Profile

BCGEU OK Salaried - Support Services Coordinator II

Job Title

Customer Service Coordinator

Department

UBCO | Recreation | Athletics and Recreation

Compensation Range

Posting End Date

November 20, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Aug 16, 2024

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary:
This position is responsible for overseeing the operations of the Customer Service Desk and Hangar Fitness Centre, managing Athletics & Recreation facility bookings, and assisting the department with administrative duties. This position is responsible for the management of all Customer Service Desk student staff and Hangar Fitness Centre Monitors; responsible for working with internal and external parties to facilitate facility bookings & equipment rentals; assisting with facility, department, sport club, and varsity event hosting, venue preparation, and varsity admission gate; as well as assisting with summer camp operations. This position oversees all general operational aspects of the customer service desk and bookings of programs and spaces including cash reconciliation, cash handling, inventory management, sales reporting, and booking contracts.

Organizational Status:
This position directly reports to the Campus Recreation Manager and works in collaboration with other members of the Athletics & Recreation department to ensure smooth, daily operations of facility, Varsity, Recreation, sport club programs. The position directly supervises all Customer Service Desk & Hangar Fitness Centre student staff.

Major Responsibilities:
Oversees the general operations of the Customer Service Desk:

- Provides accurate, courteous and professional service to all customer contacts within the Athletics and Recreation department and ensuring all student/casual staff are doing the same.
- Uses ActiveNet in the most efficient and productive manner, properly training frontline staff to help with business processes including but not limited to: maintaining a working knowledge of how to process memberships, completing program/event registrations, locker sales and assignments, POS sales, merchandise sales, equipment loans, etc.
- Acts as an ActiveNet System Administrator, enters, maintains and evaluates memberships, POS sales, locker sales, basic equipment inventory, etc.
- Reports on Athletics & Recreation employee and student staff memberships to HR for tax purposes.
- Prepares facility cash deposits and reconciliations; processes and reconciles regular cash deposits, ensures day end bank deposits are complete and accurate, and maintains accurate floats.
- Ensures the accuracy of all cash management operations and makes recommendations for policy and/or procedure changes where appropriate.
- Approves and performs refunds, ensures that all approvals and rejections are based on established criteria.
- Communicates with UBCIT & UBC Treasury to ensure all PCI compliance policies are adhered to & develops staff training, oversees operations and makes policy and/or procedure changes when appropriate.
- Ensures current Workplace Hazardous Materials Information System (WHMIS) and Workers’ Compensation Board (WCB) safety standards are met with regards to chemical handling/use/storage and ensures all current staff members are trained and follow proper safety procedures.
- Relays any necessary information reported to the customer service desk to the appropriate channel.
- Oversees any facility services that fall within the Customer Service Center including, but not limited to: massage and athletic therapy appointments, towel and uniform laundry, locker rentals, team rooms, managing and ordering cleaning supplies, etc.
- Ensures the general tidiness of the facilities by assigning, managing, and inspecting daily tasks to the Customer Service Desk staff.
- Manages inventory and purchasing of sport and fitness equipment and supplies for the Customer Service desk, intramural sports, and Hangar Fitness Centre.
- Prepares reports with regards to staff budget requirements and membership/program utilization and revenue/expenses for budget preparations.

Responsible for recruitment, interviewing, hiring, training, scheduling, supervising and evaluation of the Customer Service and Hangar Monitor student staff:

- Coordinates department student staff hiring process for over 100 student positions. This includes coordinating panel/group interviews, recruitment of student and professional staff volunteers, and screening applicants.
- Ensures the completion of paperw

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