Client Services Coordinator

**CLIENT SERVICES COORDINATOR**

The City of Belleville, known as the ‘Friendly City’, is located at the mouth of the Moira River where it meets the picturesque Bay of Quinte. Experience world-class fishing, boating, cycling, and walking along approximately 14 kilometers of waterfront trails. Situated between Toronto and Montreal, and less than one hour from the U.S. border, the City truly is at the center of it all.

Currently, the City of Belleville has an exciting opportunity for a highly motivated, strategic, and dynamic individual to join our Community Services Department - Recreation Division as a Client Services Coordinator.

**Position Type**:Permanent Full Time
**Number of Positions**:One (1)
**Department**: Community Services Department - Recreation Division
**File Number**: SV25-98
**Location**: Quinte Sports and Wellness Centre (265 Cannifton Road, Belleville, ON)
**Hours**: 35 hours per week, on a schedule that is determined seasonally based on operational requirements. Incumbent will be expected to be available for evening and weekend shifts.
**Employee Group**: Non-Union
**Salary**:Grade 9 ($81,100.93 - $96,547.79 per year)
**Closing Date**:Friday, August 29, 2025**at 4:30 PM**

**PURPOSE AND SCOPE**:
Reporting to the Marketing & Client Services Supervisor, the Client Services Coordinator is responsible for supporting the daily customer service functions and providing direct oversight to the Jurisdiction C, Client Services Representatives (CSR) team to ensure exceptional service delivery.
The role supports emergency management, research, recreation software administration, training coordination, and marketing initiatives and is responsible for delivering exceptional customer experience to all stakeholders.
As part of the Community Services Department, the Client Services Team plays a vital role in promoting a healthy community by providing facilities, services, and opportunities that enhance the overall well-being of our citizens.

**KEY RESPONSIBILITIES**:
This position will:

- Provide timely, accurate information to the Marketing & Client Services Supervisor and respond appropriately to direction and decisions as required.
- Represent the City of Belleville in a professional manner with appropriate actions and conduct.
- Provide direct supervision of part-time client services team as well as students and volunteers as required, including onboarding, training, scheduling, and performance management.
- Provide functional guidance to full-time client services team to support the Marketing & Client Services Supervisor.
- Create effective schedules in a timely manner for the part-time and full-time Client Services Representatives ensuring appropriate seven-day per week operational coverage.
- As directed, establish, update, and implement standard operating procedures, ensuring training, compliance and necessary follow-up.
- Coordinate the administration of the recreation software program for the department, including compliance, training, and monitoring. Works with the vendor and staff on quality assurance as required.
- Respond to emergencies, assist in updating emergency procedures and ongoing staff training, and support staff during and following critical situations as needed, including supporting City policies and programs (e.g. Health and Safety Policy and Program, Harassment, Discrimination and Violence Policy and Program, RZone Program).
- Assist in resolving escalated client inquiries by providing timely, accurate and empathetic support, ensuring resolutions are both client-focused and compliant with City policies and procedures.
- As directed, conduct research, analyze trends to enhance client services and evaluate client satisfaction by conducting surveys to develop standardization and best practices and make improvements accordingly.
- Promote programs and services through various channels, including social media platforms and websites.
- Ensure compliance with purchasing by-laws and manage the procurement of supplies and equipment as needed including merchandise and swag, maintaining inventory and exploring revenue generation opportunities.
- Assist with budget preparation and monitor operational revenues and expenses.
- Work with the Accounts Payable Representative regarding cash handling, payment and financial management issues related to client services operations across Community Services as identified.
- Provide oversight of office operations and systems such as phone systems, payment mechanisms, and accessibility equipment.
- Assist with advertising and naming rights programs and other revenue generating opportunities.
- Contribute to Recreation Services Division strategic planning and support the development of annual Marketing and Client Services operational plans, including implementing Key Performance Indexes to assess customer service effectiveness and ensure alignment with departmental goals and standards.
- Foster positive relationships with staff, volunteers, and clien