Guest Services Representative

**About Us**

Spray Lake Sawmills Centre (SLSC) is a leading-edge sport and recreational facility encompassing 325,000 square feet, including an aquatic centre, four arenas and a curling centre, fitness & climbing facilities, an indoor turf, track, and gymnasium. SLSC is a not-for-profit organization and a registered charity, governed by a volunteer board of directors. SLSC employs over 230 employees who help make a difference in our community’s physical and social well-being. We offer a dynamic and fast-paced work environment that promotes excellence in teamwork, community building, and an innovative customer-focus.

**About the Position**

Reporting to the Guest Services Manager, you will deliver exceptional customer service as part of the dynamic team. You will monitor/maintain safe and efficient daily operations of the facility, ensure exceptional customer service by supporting a fun, safe, and enjoyable environment, and represent SLSC in a friendly and welcoming manner as the first point of contact for most visitors. This position includes a technical component, working heavily with our Bookings system to process customer transactions & memberships.

**Job Type**:Part-time, hourly (~2-3 shifts/week) - This is an ongoing, year-round position.
- Weekdays M-F daytime (7:45am-3:30pm)
- Weekend Sat/Sun (shift hours vary)

**Start Date**: Late Sept / Early October
**Wage Range**: $16.50-$17.50, depending on relevant experience
**Specific responsibilities**:

- Provide enthusiastic customer support in a sincere, professional and courteous manner, striving to exceed customer expectations within a collaborative team environment.
- Multitask with customers, program registration, membership sales, answering telephone calls and touring potential customers.
- Learn and become an expert at using our bookings/CRM software - ActiveNET
- Perform all cash handling functions according to policies and procedures.
- Ensure all customer accounts are complete and accurate.
- Develop and utilize a strong knowledge of products & services available at SLSC & ability to assist customers to make an informed choice.
- Understand various aspects of the business including knowledge of facility layout, programs, public and special events schedule and tenants.
- Understand sale techniques to effectively sell SLSC programs, services and memberships.
- Operate equipment - POS, Ingenico, printers, copier & computer.
- Listen to customer complaints with empathy & act appropriately.
- Understand improvements and accountabilities by reading updates to communication binder.

**Competencies**:

- Confident and effective communicator (written & verbal) and strong interpersonal skills
- Adaptable and comfortable with ambiguity and change
- Highly service-oriented with exceptional organizational and follow-up skills
- Highly organized, able to multi-task, detailed, efficient, dependable and reliable
- Positive attitude, helpful manner, mature and enthusiastic
- Ability to maintain a high-level of professionalism and confidentiality
- Coachable with a strong desire to grow, learn, improve, excel and offer peak performance
- Able to grasp new concepts and skills quickly

**Qualifications**:

- A high-energy individual who thrives in a dynamic & ever-changing environment
- Excellent communication skills and experience delivering superior customer service
- A resilient approach to change, conflict, and difficult customer situations
- Ability to effectively problem-solve in unique situations
- Experience with cash outs and POS systems
- Computer & software proficiency is essential. (Experience with ActiveNet or other CRM systems is an asset.)
- Positive attitude, maturity and enthusiasm, and a collaborative team player
- Detail oriented, quick learner, adaptable and flexible to changing priorities
- Criminal Record Check required upon hire
- Experience working in a fast-paced environment, and the ability to stand for up to 8-hours