Customer Care Associate

5 months ago

Scarborough, Canada Canlan Sports Full time

Canlan Sports is the largest private sector owner and operator of recreational sports complexes in North America. The company's success in the recreation-entertainment & hospitality industry is attributed to a combination of innovative programming, service delivery leadership and world-class sports complexes. We understand our customers’ need for service excellence and are committed to it.

**Job Summary**:
The Customer Care Associate (CCA) maintains the health & safety of our customers whilst providing professional, efficient, and courteous service in person, at the complexes. This role is responsible for upholding any health and safety legislative requirements and reducing health and safety risks through adherence to strict protocols and physical barriers based on the information available to Canlan Sports management at the time it was approved. They are strong communicators providing exceptional customer service ensuring a safe and healthy environment for all. They provide information for walk-in customers about all products and services offered at the Sports Complex. The CCA will also be the primary point of contact for the Contact Center and will field all calls. The CCA’s will have communication set up (a cell phone) and schedules set with the Contact Center.

**Accountabilities**:
**This role is accountable for**:

- Minimizing health & safety risks
- Individual Customer Feedback & Satisfaction
- Providing information on programs and registration.
- Registering and selling as required.

**Responsibilities**:

- **Welcome and provide service for walk-in customers in a friendly and competent manner.**:

- Answer customer questions and concerns or escalate to the appropriate department.
- Accept payments and provides receipts to customers for drop-in programs, contract, programs and league or tournament payments.
- Take casual/spot rental bookings, prepare contracts and collects fees.
- Be the primary point of contact for the Contact Center.
- Report repair and maintenance requirements to Operations department personnel.
- Maintain a safe environment for customers and employees, by identifying and managing potential risk situations or escalating to the appropriate manager.
- Manage traffic into, out of and in each Zone (viewing zones, ice level zones), ensuring athletes /coaches/spectators maintain physical distancing.
- Guide traffic in the Zone to the change rooms and get the athletes from their rooms to the ice and vice versa.?
- Enforce the physical distancing rules and the other sport complex rules (no spitting, water bottles filled, wear mask, face shield, etc.).
- The main point of contact in emergency situations and is aware of all emergency contact details.
- May be required to provide 1st Aid in the event of an incident.
- May be required to carry-out disinfection duties such as cleaning door handles, benches, and other high-touch points.
- Adhere to Risk Management policies and procedures as governed by legislative requirements.
- Comply with the Sports Complex Health and Safety Committee and report any unsafe Health & Safety conditions.
- Is "WHMIS" (Canada) or “HAZCOM” (US) and "Workplace Violence" trained.
- Is aware and understands implementation of the Complex Emergency Plan, Incident Reports and knows the location and how to use the First Aid Kit, Eye Wash Station and Defibrillator.
- Wear appropriate Personal Protective Equipment (PPE) when required.
- Assign high priority on Customer Satisfaction and display a solid “service attitude”.
- Participate in keeping all areas of the complex neat, tidy, and safe at all times.
- Adhere to and support: The Canlan Sports Mission, Vision and Culture Statements, Company policies, procedures, and best practices, The Customer Service Charter, and Canlan Sports Central priorities.
- Understand current promotions and take initiative to actively sell and products and services.
- Proactively resolve or escalate any guest, staff, or personal concerns to manager.
- Assist in training of new employees and mentor junior staff members.
- Take responsibility to help and assist in other departments / areas as needed (based on ability).

**Abilities, Attributes and Experience**:

- Willingness and ability to work flexible hours (evenings & weekends).
- At least one year office and customer service experience.
- Experienced handling credit card payments.
- Comfortable working with new systems and technology (iPads, point of sale, CRM).
- Able to work well under pressure and pay particular attention to deadlines.
- Basic understanding of accounting principles and practices.
- Demonstrated computer skills, notably in Microsoft Word and Excel.
- Thorough, organized, articulate and punctual.
- Great communication skills and professional and positive attitude.
- Able to manage and diffuse difficult situations.
- NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. We are an Equal Empl

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