Guest Experience Ambassador

Why join us?

OMERS is the defined benefit pension plan for approximately 470,000 active, deferred and retired employees from nearly 1,000 municipalities, school boards, libraries, police and fire departments, and other local agencies in communities across Ontario.

The benefits and services we provide are funded by equal contributions from active members and their employers, and the investment earnings of our Fund. Our $85.2 billion of net assets are invested in a diversified global portfolio of public investments, private equity, infrastructure and real estate. We have OMERS employees in Toronto and other major cities across North America, the U.K., Europe and Australia. We work towards our vision to make OMERS a leading model for defined benefit pension plan sustainability. Our core mission is to deliver secure and sustainable pensions to our members.

**Position Scope**:
As an integral team member of the Guest Experience team and acting as a ‘corporate ambassador’ to OMERS, reporting to the Manager, Guest Experience, this position is responsible for providing reception and administrative services which support physical security protocols and provide professional, friendly and courteous greeting and registration of Visitors; provide live-answer telephone call processing and message centre functions and, ensure the effective coordination of the Conference Centre, Boardroom and Meeting Rooms. Incumbents will have the interpersonal skills and the ability to adapt quickly to changing business environments and possess strong customer service skills, which support OMERS Core Values and compliance.

**As a member of this team, you will be responsible for**:

- Provide reception services, which include the professional greeting of guests, logging and distribution of visitor badges. Notify employees to ensure visitors are properly directed and escorted, to support our physical security protocols.
- Provide call processing and telephone live-answering for the main telephone number, in an efficient and professional manner to determine call routing. Respond with appropriate questions and answers when necessary.
- Perform daily reviews of booked meeting rooms, to verify activities. Use discretion and conflict resolution skills when managing changes to room bookings. Research and present alternatives to the client when room revisions are necessary. Escalate when required.
- Work closely with the Meeting Services and Technology Solutions teams to ensure seamless provision of services, such as room configurations, audio visual requirements/set-ups, beverage and food supply.
- Report building maintenance and security issues to property management (310-MAXX) or Service Desk (x6555) respectively
- Document and maintain accurate records for monthly matrix reporting on meeting room bookings and meeting services charge-backs.
- Monitor internal directories and provide update information to appropriate support personnel
- Distribute and administer corporate taxi chits, as required; arrange for limousine pick-up and drop-off when requested.
- Ensure the Reception area is presentable at all times. Provide backup for Meeting Services to ensure meeting rooms in the Conference Centre are presentable at all times.
- Meet corporate attendance reliability standards by reporting to work punctually and working all scheduled hours and required overtime.
- Assist with special projects as assigned. Provide research material and support on special assignments as directed by the Manager

**To succeed in this role, you**:

- 3 to 5 years of customer service experience with a demonstrated history of sound judgment and diplomacy. Proven reliability to open and close a Reception type environment at scheduled times.
- Proven ability to communicate in verbal and written form to a variety of audiences internally and externally; skilled listener. Must have a strong, clear and pleasant telephone manner.
- Demonstrated ability to personally contribute to a positive team environment by working together to achieve results through cooperation with all OMERS employees and supporting organization goals.
- Must process the ability to read, analyze & interpret written and verbal requests. Be able to identify, assess and escalate issues or situations to the appropriate authority. Have the ability to work independently and as part of the team to achieve corporate and departmental objectives. - Possess a creative, proactive, service-oriented and solution based approach to meeting business objectives. Proven ability to handle and prioritize a variety of activities, ensuring work is tracked, monitored and followed-up, in a timely basis.
- Obtain and maintain First Aid and CPR qualifications

**Our story**:
Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $121 billion in net assets as at December 31, 2021. OMERS is a jointly-sponsored pension plan, with 1,000 participating employers ranging from large cities to local agen