Customer Service Representative Ii-recreation Services

Employment Status: Regular Full-Time
- Pension - Dental Insurance - Disability Insurance - Health Insurance - Life Insurance
- Weekdays - Weekends - Days - Mornings - Afternoons - Evenings - Rotating - Assigned Shift

**Customer Service Representative II- Recreation Services**

**Competition Number**:15916

**Primary Work Location**: Waterloo Memorial Recreation Complex (WMRC)**

**Posting Status**:Internal / External Job Posting

**Salary / Hourly Range**:$48,654 -$60,815 (Band: K)

**Number of Positions**: 1

**Employment Group**: Staff Association

**Job Status**:Regular, Full-Time

**Posting Release Date**:February 18, 2025

**Hours of Work**: 35 hours / week*

**Posting Closing Date**:February 27, 2025

**Why work with us**:
The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.

Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.

For more information about the City of Waterloo’s **Strategic Plan, Vision, Values & Guiding Principles,**please click here**:City of Waterloo 2023-2026 Strategic Plan**.

**What we offer**:

- Supportive and caring organization that promotes respect, inclusivity, health, safety and wellness;
- Dedication to the organization’s commitment for Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey;
- Certification as a Living Wage Champion;
- Fulsome employer-paid benefits package (extended health and dental care), including paid sick days, long-term disability, life insurance and an Employee and Family Assistance Program;
- Defined Benefit Pension Plan (OMERS) eligibility for all employees;
- Substantial internal and external training and development opportunities;
- Opportunities to get involved and give back to the community;
- Employee-wide events, activities, site visits, BBQs, etc.;
- Complimentary FitPass for City of Waterloo employees and family members for leisure, swim, and fitness drop-in programs; and,
- So much more

**What you will do**:
Reporting to the Supervisor, Customer Service and Tenant Relations your primary responsibilities will include, but are not limited to, the following:

- Respond promptly to customer inquiries and requests, resolves customer concerns and complaints
- Daily cash handling and associated reporting; reconcile and balance revenues
- Provide administrative support to the facility and other RS teams as required
- Provide input into programs, services and event performance evaluation; recommend changes to programs, services and events to support goals and objectives of section, division or department
- Work collaboratively with managers, supervisors and others to ensure seamless delivery of facility activities, services and programming
- Work with internal and external customers, including affiliated groups to support section/division goals and objectives
- Participate in the development of office policies, procedures and best practices
- Ensure compliance with accessibility and health and safety legislation
- Other duties as assigned

**What you will bring**:

- Minimum of two (2) years of front line customer service or administrative experience, preferably in a recreation services or public sector environment
- Excellent interpersonal and communication skills to deal effectively with internal and external customers
- Demonstrated ability to work collaboratively and independently as required
- Strong commitment to providing quality customer service and supporting teamwork
- Ability to handle changing priorities and frequent interruptions
- Strong organizational skills to deal with fluctuating volumes and pace of work
- Understanding of facility operations, sports and/or event administration
- Experience with cash handling, point of sale transactions and deposit systems
- Ability to assess, diffuse or take appropriate action when dealing with difficult/challenging situations
- Must be proficient with demonstrated experience in using Microsoft Word, Excel and Active Net
- First Aid, CPR, AED certification or willingness to obtain
- A passion for promoting and maintaining a healthy and safe workplace and the ability to work respectfully and effectively in a team environment
- Strong commitment to delivering quality customer service
- Demonstrated commitment to Reconciliation, Equity, Accessibility, Diversity and Inclus