Customer Service Centre Team Lead

**Job Description**:
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**About the Department of Athletics and Recreation**:
Mount Royal University Cougars Athletics and Recreation takes an inclusive, student-centered approach in offering groups and individuals opportunities to bolster their health and wellness through a wide range of programming and activities ranging from beginner sports enthusiast to our eight Cougars varsity athletic programs.

**About the Role**:
The Customer Service Centre (CSC) - Team Lead is a member of Cougars Athletics and Recreation which actively creates, promotes, and sustains an environment in which the Mount Royal University community is challenged and supported in pursuit of personal growth in the areas of Athletics and Recreation.

Reporting to the Fitness and Customer Experience Supervisor, the CSC Team Lead is an integral member of the programs and services team. The team is driven by their why: to inspire people to move so that they can be the best versions of themselves. We invite and welcome people to show up as their authentic selves; we develop people in ways that matter most to them; we build communities that connect people to what brings them joy; we create accessible and inclusive spaces, places, and programs; and we establish relationships that foster a sense of belonging.

The CSC Team Lead assists in the areas of staff development, member services, and Customer Service Centre operations. Areas of focus include the administration of day-to-day and monthly data management and reporting processes within Google Suite and ACTIVE Net recreation management platform. Key competency areas of the position include: Student Development, Human Resource Management, Conflict Resolution, Communication, Leadership and Mentoring.

**Note: There are two (2) openings for this position. This position works a rotating schedule which includes evening and weekend shifts. These roles are full-time, limited term roles, working 35 hours per week and ending August 31, 2025.**

***Responsibilities**:
**Customer Service Centre Operations (60%)**
- Administer the daily and ongoing functions of database management, memberships, point of sale (POS), lockers, equipment reservations, and equipment lending within ACTIVE Net recreation management platform.
- Coordinate and lead opening and closing duties in a timely and efficient manner to ensure reliability for all members and rental groups.
- Conduct daily facility walkthroughs to provide a safe and clean environment for all users.
- Responsible for responding to and providing first aid in emergency situations.
- Coordinate the evacuation of the Recreation Centre as directed by the MRU Emergency Response system.
- Support a culture that resolves concerns in a timely fashion following appropriate compliance, policies, and procedures.

**Staff Development (30%)**
- Model and reinforce service excellence standards and organizational culture to ensure customer satisfaction.
- Assist in training, coaching, and mentoring casual student employees at the Customer Service Centre.
- Assist in the development and delivery of performance appraisals that increase student employee core competencies.

**Departmental, Divisional, and Institutional Service and Planning (10%)**
- Support various strategic plan work teams and committees with delivery strategies that achieve desired outcomes and objectives.
- Assist with engagement strategies to promote department programs, services, and events.

**Qualifications**:
**Minimum Qualifications**
- Passion for inspiring people to move so that they can be the best version of themselves.
- Current Standard First Aid & CPR-C certification
- Demonstrated experience in front-line customer service roles
- Passionate about the customer and student development journey
- Commitment to and appreciation for equity, diversity and inclusion.
- Demonstrated ability to behave with integrity and ethics.
- Ability to effectively communicate and motivate others towards a shared goal.
- Ability to work flexible hours including evenings and weekends.

**Preferred Qualifications**
- Technical knowledge of and experience with ActiveNet recreation software.
- Specific knowledge and experience in recreation programs and facilities Previous customer service experience in a post-secondary recreation setting.

**Salary**: $ 42,572- $ 53,833 per annum.

**Closing Date**: March 09, 2025.

**A cover letter and resume should be submitted in one.pdf document. Please title your.pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 999999, CV.pdf).