Customer Service Representative

**Department**

Recreation & Culture

**Affiliation**

Non-Union

**Compensation Range**

$32.65 - $35.18

**Job Summary**

Reporting to the Supervisor of Customer Service, the Customer Service Representative achieves an exceptional level of customer service, resolving the majority of client issues, complaints and requests. Communicates with facility staff, instructors and other organizational contacts to ensure customer service needs are met and all activities and functions proceed as scheduled. Promotes and facilitates the sale of Town of Ajax programs, activities, facility rentals and memberships. Supports and mentors part-time Customer Service Representatives, promoting teamwork through encouragement and leadership. Manages Accounts Receivables and verifies Accounts Payable. Performs numerous other administrative tasks in a timely manner, according to Department policies and procedures.

**Job Duties Include**

The following responsibilities and duties of this position include but are not limited to:

- Provide exceptional level of service to clients, receiving customer feedback, resolving complaints immediately when possible and referring others to appropriate personnel.
- Front desk agent for all sections within the department; providing accurate response to public inquiries, creating positive first contact experiences for all users.
- Provide up-to-date information of all Town activities, programs, memberships, events.
- Process sales and registrations, update subsidy accounts, and perform all cash transactions accurately and efficiently.
- Enhance client experience by offering alternative solutions in collaboration with program coordinators. Research and offer alternatives to resolve client issues.
- Ensure security, integrity and confidentiality of data collected at the front desk.
- Ensure that all information updated and accurate, including work instructions, binders, fee sheets, schedules, and all promotional material.
- Verify accuracy of transactions through analysis, reports, and quality checks.
- Provide support, coaching and mentoring to part-time CSRs. Demonstrating leadership, integrity and professional ethics at all times.
- Assist in new employee training and orientation; guide new employees through ActiveNet, review work instructions, demonstrate procedures, train on relevant policies, model appropriate interactions with customers, review job related materials.

Qualifications/Skills
- One year type Business Certificate within Recreation & Leisure Services, Business Administration (emphasis on accounting is an asset), or Office Software.
- Minimum 2 years progressively responsible experience in relevant field.
- Experience in the municipal public sector.
- Municipal sport and recreation experience in large multi-use recreation centres.
- Excellent experience in front line customer service, preferably in a recreation environment.
- Proficient experience in accounts payable and receivable management required.
- Advanced experience and knowledge of the ActiveNet recreation software.
- Proficient knowledge of Word, Excel, Outlook, internet use and other related technologies.
- Currently hold Standard First Aid with CPR C certification.
- Ability to independently prioritize responsibilities and multi-task.
- Proven interpersonal and leadership skills.
- Superior organization, time management and planning skills.
- Excellent oral and written communication skills, including presentation skills.
- Able to provide a clear Criminal Reference Check, including Vulnerable Sector Search that is current (completed within the last 6 months), upon hire.

Nice to Have
- Excellent analytical skills and experience with budgets are a definite asset.
- Experience with database management an asset.

What is Offered to Staff
- Compensation: We offer competitive pay that reflects the responsibilities of the position.
- Hours of Work: This is a unionized position that works 35 hours per week. The Customer Service Representative will work rotating shifts including days, evenings, and up to 6 Saturdays, between the hours of 5:15 a.m. to 10:30 p.m. This position can be shifted at the Ajax Community Centre, McLean Community Centre and the Audley Recreation Centre as needed. The hours of work are in accordance with the CUPE Collective Agreement.

**How to Apply**

October 22, 2025

**Are you a current Town of Ajax employee?**

**Equal Opportunity Employer