Customer Service Representative

3 months ago

Tillsonburg, Canada Town of Tillsonburg Full time

**Customer Service Representative**
Town of Tillsonburg is looking for a Customer Service Representative who would be responsible for providing high quality customer service on a daily basis for all in person, phone and online contact with the public regarding programs, services and facility rentals offered by the Department. Customer contact is a major part of the position including resolving customer complaints or issues regarding the daily operation of the programs and facilities.

This is a permanent full-time position with an excellent benefits package including immediate group benefits coverage, OMERS defined pension plan and free Employee Health Club Membership at the Tillsonburg Community Centre.

**Department**: Recreation, Culture and Parks
**Division**: Recreation Programs & Services
**Reports To**: Business Services Supervisor
**Hourly Rate**: $29.71 - $34.76/hour
**Weekly Hours**: 40

Vulnerable Sector Check is required for this position.

**Responsibilities**
- Acts as a customer solutions provider, offering accurate, timely solutions to customer questions, concerns or complaints, followed by communication to supervisor and/or documentation.
- Responds to a variety of inquiries, providing information, resolving issues and turning potential negative situations into positive ones.
- Deals with all areas of sales for the community centre covering merchandise, point of sale maintenance Deals with memberships (sales, account setup, transfers, extensions and suspensions, reports, payments, photo and card printing, membership pass validation and e-passes).
- General office tasks including good working knowledge of telephone etiquette and telephone operation, photocopying, maintaining well organized files and working binders, opens, distributes incoming mail, sorts and redirects mail
- Processes requests and issues and follows up with appropriate supervisor to ensure issues are addressed.
- Completes facility/arena bookings Including ensuring contracts are signed, proof of insurance is provided, room set-up is confirmed and payment is made. Knowledge of current recreation software modules consisting of point of sale, facility booking, program and membership registration, and website registration.
- Maintains and implements all phases of the recreation software at the Community Centre, Lake Lisgar Water Park
- Completes program registrations (registration, flex reg, withdrawals, amendments, transfers, new account setup and maintenance, payments, reports).
- Maintains/updates customer information in Legend.
- Assists in the development of the seasonal program guides
- Attends training sessions related to software and does software testing of new current recreation software versions for upgrades. Provides in-service support and training to staff, installation on workstations and data integrity.
- Assists training of part time staff on recreation software and general office procedures.
- Works with Community Centre staff to provide exceptional customer service.
- Assists in updating social media platforms for the purpose of marketing recreation programs and facility rentals.
- Provides support with accurate quarterly statistics; produces annual demographic reports.
- Maintains knowledge of services, products and organizations in the department as well as some provincial regulations (Board of Health, Alcohol & Gaming Commission for alcohol related events).
- Liaises with a wide variety of stakeholders such as residents, customers, town staff, area organizations and seasonal users of the facility (pool, diamonds, arena, etc.).
- Adheres to all policies and procedures for the Town.
- Performs other duties as assigned by Supervisor.

**Qualifications**
- Two year program from a community college.
- Two years of related experience within a recreation setting.
- Proficient in use of recreation management software, preferably Legend.
- Proficient in use of social media for marketing purposes
- The ability to work effectively in a multi-faceted office environment with many interruptions.
- Working knowledge of the philosophy and objectives of municipal recreation.
- Excellent oral and written communication skills.
- Ability to establish and maintain effective working relationships.
- Excellent customer service skills.
- Excellent team building skills.
- CPR/First Aid.
- Working knowledge of Occupational Health and Safety Act.
- Must be available to work evenings and weekends.

**About the recruitment process**

All new Town of Tillsonburg employees are required to complete a police record check.

The Town will accommodate any individual needs you have throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Please contact us if you require any accommodations.

The Town of Tillsonburg is an equal opportunity employer and all information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for the purpo

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