Contact Centre Associate

2 weeks ago

North York, Canada Canlan Sports Full time

Canlan Sports is the largest private-sector owner and operator of recreational sports complexes in North America. The company's success in the sports and recreation industry is attributed to a focus on innovative programming, service excellence, world-class sports communities, and an understanding of its customers’ expectations and the commitment needed to deliver industry-leading participant experiences.

**Job Summary**:
The Contact Centre Associate provides professional, efficient, and courteous service to our customers. They are natural communicators, responsible for creating genuine connections with our customers as they process sales for spot rentals and programs, leagues, and drop-in registrations.

**Accountabilities**:

- Customer Service Focus
- Adopt a sales-and-service approach to ensure a high level of customer support.
- Answer incoming calls, resolve customer questions and concerns, or escalate to the appropriate department.
- Process sales, accept payments and provide receipts to customers for drop-in programs, spot sales, programs and league or tournament.
- Take the initiative to actively upsell and cross-sell Canlan Sports products and maintain a strong understanding of current Canlan Sports offerings.
- Take casual/spot rental bookings, prepares contracts and collects fees.
- Resolve general customer inquiries and collect customer feedback.
- Process credits or refunds as directed by Customer Contact Centre Manager.
- Understand current promotions and take initiative to actively sell and products and services.
- Proactively resolve or escalate any guest, staff, or personal concerns to manager.
- Assist in training of new employees and mentor junior staff members.

**Abilities, Attributes and Experience**:

- Willingness and ability to work flexible hours (evenings & weekends).
- At least one year office and customer service experience.
- Experienced handling credit card payments.
- Comfortable working with new systems and technology point of sale, CRM).
- Able to work well under pressure and pay particular attention to deadlines.
- Basic understanding of accounting principles and practices.
- Demonstrated computer skills, notably in Microsoft Word and Excel.
- Thorough, organized, articulate and punctual.
- Great communication skills and professional and positive attitude.
- Able to manage and diffuse difficult situations.
- This is a remote position
- NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. We are an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, provincial, and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices_

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