Customer Experience Lead

ABOUT US

The 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.

The “Values, We Live By” are accountability, communication, leadership, integrity, and respect while we work towards maintaining a work/play balance.

We are an organization that cares, an organization that is committed to our city and committed to you. The City of Spruce Grove is committed to public service, where everyone feels empowered to contribute their best work. We believe that by working together in a spirit of collaboration and respect, we can achieve great things.

THE OPPORTUNITY

The Customer Experience Lead is responsible for providing quality customer experiences in the Recreation and Culture.
This is achieved through the provision and coordination of accurate information, registration supports, point of sale and other corporate product and service sales.
The incumbent will provide day-to-day supervision, training, and scheduling of all department Customer Experience Representatives (CERs). This includes, ensuring that all applicable legislation, corporate policies and processes are followed, providing feedback, making recommendations, and drafting new or revised procedures and processes for the Customer Experience Area.
The incumbent will provide and set the standards for exceptional customer service related to signage, displays, assigned media updates and in-person customer services. As well as support the Facility Bookings Specialist for meeting room bookings and other amenities and completing the reporting and daily account reconciliations.

This is a permanent full-time position, with a salary range of $57,740.80 - 68,640.00.

This selection process may be used to fill other permanent, temporary and/or casual Customer Experience Representative positions (underfill).

RESPONSIBILITIES

Leadership
- Trains CERs on use of systems, software, and equipment.
- Create reference documents referencing materials relevant to the CER role.
- Review, draft, and recommend policies and procedures directly related to the Customer Experience scope and provide to the supervisor for consideration.
- Draft and recommend CER schedule to the supervisor considering bookings, holidays, and operational coverage requirements.
- In the absence of the supervisor, make recommendations and decisions that are required to support the CERs daily responsibilities, ensuring that the supervisor is updated and informed.

Customer Experience and Relationships
- Develop and foster positive relationships with tenants, visitors, and customers, while creating a 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 frontline response for the department and corporation by assisting CERs in effectively answering customer questions and inquiries.
- Use effective communication and listening skills to understand and assess customer requests and needs.
- Assist customers in utilizing the services within the facilities, including meeting room set ups and technical support such as log-in assistance, navigation, and basic training (meeting spaces, Rec Hub).
- Stay informed of department and corporate events, programs, and services, and provide timely and accurate information to customers and other CERs.
- Promptly resolve customer concerns or complaints using corporate standards and processes.
- Resolve and track customer issues and concerns wherever possible for self and other CER’s, elevating to the supervisor or other department representatives, when necessary, with details and customer contact information.
- Greet, register, and announce visitors attending meetings, programs, or events.
- Professionally direct or answer inquires via in-person, by phone, in writing or electronic correspondence.
- Receive and direct client who wish to meet with staff or other agencies /tenants leasing space in the facility.
- Maintain confidentiality and follow all FOIP regulations.
- Represent the City and the department in a professional manner.

Safety
- Participate in emergency drills and events, providing leadership, to ensure the safety of self, CER’s and facility users.
- Monitor and report any issues, incidents or accidents requiring further investigation or follow up using department processes and tools.
- Account for visitors in an emergency, in compliance with corporate and department policy and procedures.
- Comply with City’s policies and procedures and contribute to a positive safety culture.
- Take all practical steps to always work safely and ensure other staff members are also working safely.
- Report all health and safety incidents and near misses in a timely fashion.
- Participate in regular Health and Safety meetings and training.

Administration