Public Service
2 weeks ago
**Position**: Customer Service Representative (Part Time)
**Salary**: $26.45 to $28.59/hr
**Union**: CUPE
**Reports to**: Team Leader - Public Service
**Posting Open Date**: November 20, 2023
**Posting Close Date**: December 4, 2023
**Purpose of Position**:
Reporting to the Team Lead - Public Service, in support of a quality customer experience, the Customer Service Representative will answer, process, and escalate customer inquiries and feedback. Will work to communicate with all Atlas Tube Recreation Centre staff to ensure programs and facility rentals function efficiently.
**Qualifications**:
- Grade 12
- Experience in customer service is an asset
- Valid clear police clearance
**Knowledge**:
- Working knowledge of computer programs including MS Office (Outlook, Word, Excel) and Facility Scheduling Software (ex. ActiveNet) is an asset
- Customer Service and communication skills to properly communicate with the public and staff members.
- Ability to be friendly and cooperative to relay information and handle a variety of enquiries in a professional manner.
- Effective inter-personal and oral/written communication skills.
- Organizational skills to effectively prioritize assignments.
- Ability to work as a team and provide assistance to co-workers and the public as necessary.
**Major Responsibilities**:
- Receive and process recreation program registrations.
- Will monitor patrons, promote safety within the facility and will relay incidents of an emergency nature to 911 dispatch centre.
- Will work to communicate with all Atlas Tube Recreation Centre staff to ensure programs and facility rentals function efficiently. Will dispatch calls on two-way radio when required on site.
- Works to secure municipal assets throughout the Atlas Tube Recreation Centre by diligently opening and closing the facility, ensuring rooms not in use are locked and by monitoring the facility for safety hazards.
- Ensures smooth function of operations while adhering to fire safety regulations (i.e. patron movement flow). Advises users of applicable policies including safety.
- Scheduling and booking of rentals that are for the same day or within one week’s time.
- Assisting in documenting the set-up requirements for rentals and communicating with ATRC facility staff.
- Works to enhance customer experience through communication, and problem solving with customers, ATRC staff and the Leadership Team.
- Prepare daily bank deposits
- Acquaint new employees with job functions, as required.
- Complies with all internal policies regarding cash handling, internal controls, etc.
- Collects information and prepares all required reports (accident/incident, facility set up, etc).
- Perform other related duties as required.
**Decision Making and Judgement**:
- Work is performed under the general direction of the Manager of Recreation and Leisure, with access to the municipal policies, procedures, bylaws and regulations
- Works in conjunction with other staffs to resolve issues, improve processes and achieve best practices
- Must be able to assess situations and act quickly using good judgment. Must have strong ability to communicate feedback in a constructive manner to prevent future issues.
Physical Skill and Effort
- Manual dexterity to operate a computer
- Sitting, standing, walking, stooping, lifting up to 10 kgs
**Interpersonal Skills**:
Interpersonal skill to liaise with management and the public in a friendly and co-operative manner.
**Internal**:
- Staff in Recreation and Leisure
**External**:
- General public
- Organizations and user groups
**Working Conditions**:
Environment
- Atlas Tube Recreation Centre at an open desk and walking throughout the facility
- Works within a fast-paced, office/recreation environment
- Noise level is moderate to loud
- Shared workspace
- Working independently with mínimal supervision (sometimes alone at front desk, with facility staff elsewhere in the building)
Control over Work Schedule
- Minimum shifts shall not be less than 4 hours to a maximum of 24 hours per week
**Updated**: July 2017
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