Customer Experience Representative

2 weeks ago

Spruce Grove, Canada The City of Spruce Grove Full time

Competition Number:
- RR 2023 0079- Position Title:
- Customer Experience Representative- Job Number:
- J0723-0442- Job Type:
- Permanent Part Time- Division - Department:
- Community and Protective Services - Recreation and Cultural Services - Recreation Administration- Date Posted:
- July 17, 2023- Closing Date:
- July 30, 2023 at 10PM MSTThe City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors and promotes future growth. Through the actions of the Values We Live By, accountability, communication, leadership, integrity and respect are encouraged, while maintaining a work, play balance.

**Position Overview**:
Provides quality customer experiences in assigned department facilities through the provision of accurate information, registration supports, point of sale and other corporate product and service sales. Following all required legislation and corporate policies and processes as it relates to collection of information, cash and payment handling and other services. Is the professional face/voice of the facility, department and corporation, making every effort to meet the customer’s needs in a respectful, efficient manner. This position reports to the Customer Experience Supervisor.

**Responsibilities**:

- Customer Experience and Relationships- Develop and foster positive relationships with tenants, visitors and customers within the assigned facility, creating welcoming environment for all facility users.
- Provide information and respond to questions regarding local programming, events, services, facility hours and processes for both the department and other corporate services.
- Act as the main representative of the department and the corporation to tenants, customers, volunteers and the general public during their assigned shift.
- Uses effective communication and listening skills to understand and assess customer requests and needs.
- Assist customers in answering questions and inquiries accessing and utilizing diverse sources of information or references.
- Stays informed of department and corporate events, programs and services, providing timely and accurate information to customers.
- Promptly resolve customer concerns or complaints using corporate standards and processes.

Safety- Participates in emergency drills and events, providing leadership as required to ensure the safety of self and facility users.
- Monitors and reports any issues, incidents or accidents requiring further investigation or follow up using department processes and tools.
- Account for visitors in an emergency situation in compliance with corporate policy and procedures.
- Comply with City’s policies and procedures and contribute to a positive safety culture.

Administration- Using corporately approved materials and messaging, update all identified information screens, displays and information tools within the assigned facilities.
- Complete administrative tasks and data entry to support department and/or corporate requirements.
- Maintain ongoing communication with other Customer Experience Representatives, supervisor(s) and other facility staff to ensure facility operation and customer service issues and needs are addressed.
- Maintain accurate inventories of tickets and bus passes as required.
- Track and re-direct complaints to the appropriate individuals, as per customer experience standards.
- Contribute to the communication and information sharing with other Customer Experience Representatives to ensure completed items or items requiring further attention are communicated effectively.

Cash Handling, Sales, Payments and Registrations- Process sales, registrations, payments, and where appropriate bookings, in a prompt, accurate and efficient manner, following all standards and processes.
- Collect and manage payments for services in accordance to corporate processes and policy.
- Complete all transactions accurately, reporting any and all discrepancies and issues.
- Complete the daily cash out/reconciliation procedures.

**Qualifications**:

- A High School Diploma;
- and 2-3 years of related experience.

OR- A College/Technical Diploma in Recreational Science, Office Administration or equivalent.
- Pro-serve

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