Supervisor, Client Experience

3 weeks ago

Halifax, Canada Dalhousie University Full time

**Position Details**:

- Position Information**Position Title**
- Supervisor, Client Experience

**Department/Unit**
- Dalplex

**Location**
- Halifax, Nova Scotia, Canada

**Posting Number**
- S168-23

**Employee Group**
- NSGEU Local 77

**Position Type**
- Regular, On-Going

**Duration of Contract (if applicable)**

**Employment Type**
- Full Time

**Full-time Equivalency (FTE)**
- 1

**Salary**
- $23.70 - $30.06 per hour ($40,061- $50,808 per annum, 32.5 hours per week)

**Classification**
- C5

**Provisional Statement**
- This is a provisional classification. Formal classification procedures will be initiated by the Job Design Unit in approximately six months.

**About Dalhousie University**
- Dalhousie University is Atlantic Canada’s leading research-intensive university and a driver of the region’s intellectual, social and economic development. Located in the heart of Halifax, Nova Scotia, with an Agricultural Campus in Truro/Bible Hill, Dalhousie is a truly national and international university, with more than half of our almost 21,000 students coming from outside of the province. Our 6,000 faculty and staff foster a vibrant, purpose-driven community, that celebrated 200 years of academic excellence in 2018.

**Job Summary**
- Athletics and Recreation takes a holistic approach to enhancing the Dalhousie experience by creating and sharing ways to engage and connect students through physical activity and wellness, to contribute to student success. Reporting to the Manager, Client Experience, the Client Experience Supervisor, shares responsibility for the operation and delivery of the frontline and retail services provided to Dalplex and Sexton Gym members, students, guests and visitors.

**Key Responsibilities**
- Facilitate a positive customer relations strategy through professional delivery of membership sales, program registration and overall information dissemination for all inquiries while building exceptional client relationships.
- Operate a positive primary point of interaction for all visitors including students, faculty, staff, and the community assuring an in-house client experience presence at all times and ensure that all Client Experience casual student staff project a positive public image and perform their tasks to a high standard.
- Hire, train and supervise a team of 20-40 casual student staff. Schedule staff shifts, and adjust schedules as necessary.
- Resolve client and guest issues and concerns using knowledge of Athletics and Recreational and University policies, regulations, and programs in order to deal with the broad range of issues that will be encountered.
- Assist in maintaining the inventory of sales and service items such as beverages, locks, rental equipment and other sundry items.
- Participate in the promotion of Dalplex products & services, special promotions and marketing materials at trade shows and networking events (on and off-campus) etc. as required.

**Note**
Due to operational requirements, the successful applicant is required to work in-person on campus.
Dalhousie’s vaccine mandate has been suspended at this time, and employees no longer need to provide proof of full vaccination. However, health and safety risks to our community will continue to be monitored and a vaccine mandate may be reinstated if necessary.

**_Work Schedule:_**:

- Sunday 8:30am-4:30pm, Monday 5:30am-1:30pm, Tuesday 2pm-10pm or 3pm-11pm, Wednesday 2pm-10pm or 3pm-11pm, Thursday 10am-6pm_

**Required Qualifications**
- Business/Office Administration, Hospitality, Tourism or related program, with two to three years’ experience in a frontline customer service or hospitality environment (or equivalent combination of training and experience).
- Experience supervising large teams (20-40 casual staff).
- Excellent communication, interpersonal and organizational skills.
- Proficient in Microsoft Office, especially Outlook, Excel and Word.

**Assets**
- Experience working within sport and recreational facilities.
- Experience working in a university environment.
- Experience with Fusion or similar recreation management software. (Fusion is the enterprise recreation management software system currently in use by Athletics & Recreation).

**Job Competencies**

**Additional Information**
- Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes a defined benefit pension plan, health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program._

**Application Consideration**

**Diversity Statement**
- Posting Detail Information**Number of Vacancies**
- 1

**Open Date**
- 05/10/2023

**Close Date**
- 05/24/2023

**Open Until Filled**
- No

**Special Instructions to Applicant

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