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Visitor Services Representative

3 weeks ago

North York, Canada Toronto and Region Conservation Authority (TRCA) Full time

**Position Details**:
**Current Rate of Pay**: Min = $28.43/hr, Max = $32.95/hr

**Employment type**: Temporary Contract

**Duration of employment**: May 1 - August 31

**Hours of work**: 35 hrs/week

**Work location**: Black Creek Pioneer Village

**Division**: Education & Training

**Business unit**: Black Creek Pioneer Village

**Travel**: 0

**Remote Work**: Hybrid - 1-2 days per week at home, some weekend work

**About TRCA**:
With more than 60 years of experience, Toronto and Region Conservation Authority (TRCA) is one of 36 Conservation Authorities in Ontario, created to safeguard and enhance the health and well-being of watershed communities through the protection and restoration of the natural environment and the ecological services the environment provides.

TRCA is considered the provincial leader in conserving, restoring, and managing natural resources to advance safe and sustainable development.

**How you will contribute as part of the TRCA team**:
The Visitor Services Representative carries out the customer service function for TRCA’s educational and recreational facilities and programs, including addressing enquiries and issues, program bookings, facility reservations, ticket sales, and membership purchases.

**Major Responsibilities**:

- Processes bookings and reservations for TRCA sites, functions, memberships and programs
- Monitors tentative, provisional, and waitlisted program bookings and facility reservations, and ensures that customer correspondence is recorded on the respective booking/reservation
- Processes sales, deposits, no-shows and cancellations using proper billing and payment methods, and in accordance with TRCA’s service standard and financial policies
- Collects and analyzes customer feedback and identifies opportunities for improving the visitor experience and enhancing customer service
- Regularly reviews booking/reservation schedules to monitor active transactions, ensure that payments have been processed, and verify that appropriate documentation has been provided (e.g., permits, insurance, etc.)
- Advises programming and/or facility staff of any important transaction notes, such as special requests or check-in instructions

**What will you need to succeed**:

- Completion of college diploma in Recreation or related field, or equivalent experience
- 2+ years of experience in customer service and/or customer relations
- Ability to communicate effectively with tact and courtesy
- Ability to prioritize and take action on the needs of both internal and external customers
- Demonstrated ability to proactively identify problems in a timely manner, seeking the appropriate level of support to solve issues
- Ability to identify and implement best practices and solutions to improve customer service
- Proficiency in MS Office suite including online software such as MS teams, WebEx, and SharePoint

**What TRCA has to offer you**:
As part of a progressive team you will have the opportunity to make a positive impact to preserving and protecting nature, while maintaining a balance between the natural environment and built environment. Working with experts within our field, you will join a team of colleagues that are committed to TRCA’s core values by demonstrating the following behaviours; integrity, collaboration, accountability, respect, and excellence (icare).

**You will be part of a diverse and inclusive organization that**:

- Makes a positive difference in the communities we serve.
- Fosters high performance and collaborative teams.
- Provides unique TRCA Perks.
- Provides flexible work arrangements.
- Offers potential for career growth and advancement.

While the Toronto and Region Conservation Authority (TRCA) thanks all applicants for their interest, only those under consideration will be contacted for interviews. Please be advised that successful incumbent(s) may be required to undergo a vulnerable sector screening and/or driver’s abstract check as a part of the final step in the hiring process.

Personal information you provide through the TRCA recruitment, selection, and onboarding process is collected under the authority of the Conservation Authorities Act, R.S.O. 1990, c. C.27. Collection of this personal information is necessary for the proper administration of this recruitment process for employment and volunteer positions with TRCA. Personal information is protected from disclosure pursuant to the Municipal Freedom of Information and Protection of Privacy Act. Any questions regarding this collection activity should be directed to the Manager of Records and Information, 101 Exchange Avenue, Vaughan, Ontario, L4K 5R6, (437) 880 2308.