Customer Service Supervisor

**City of Port Coquitlam**:
**Customer Service Supervisor**:
(Full-Time) - Job ID J0225-0506

**Organization**: Recreation Services
**Job Title**: 25-015e - Customer Service Supervisor (Full-Time)

**Job Type**: Regular Full Time

**Description**:
25-015e - Customer Service Supervisor (Full-Time)
- Find out why our AMAZING employees love working for the City of Port Coquitlam_
- Affectionately known as “PoCo”, we are an award-winning values-based organization made up of a diverse and dedicated team of people who care deeply about the community they serve._

This is leadership and administrative work in the area of recreation customer service at various recreation facilities. An incumbent of this class supervises, directs, guides and mentors the work of staff; enforces policies, rules and regulations and ensures that required standards, guidelines, procedures and policies are aligning with City strategic objectives; and maintains liaison with a variety of internal and external contacts on matters related to the work. Duties are performed in collaboration with a supervisor within established guidelines, practice and policies, however, independence of action and judgement are exercised in day to day operations. Work performance is evaluated by a superior in terms of the effectiveness of services rendered to the public. The successful incumbent to this position will be scheduled to work on both evening and weekend shifts.

**Some of the key responsibilities of this position include but are not limited to**:

- Supervises, guides and mentors the work of subordinates; assists in the recruitment process, trains and orients staff, prepares seasonal staff schedule and assists with shift coverage; and provides input into staff performance evaluation and follows up on related issues, with support from a superior
- Provides leadership and instruction on duty to ensure high quality customer service to the public
- Enforces policies, rules and regulations and ensures standards, guidelines, procedures and policies are being maintained with respect to City strategic objectives; and drafts related guidelines and procedures for the areas it oversees the work of
- Provides customer service and support to customers renting facilities on weekends and evening
- Responds to a variety of inquires; follows up and handles complex customer complaints from the public and customers with the established procedures; refers difficult or unusual situations to a superior
- Assists a supervisor in liaising with user groups and other Municipal staff regarding the use, availability and preparation of the facility and related services to meet user requirements
- Drafts recommendations for staff, system and operating efficiencies, promotional material and provides support on software related to customer service
- Completion of a post-secondary Leadership or Business Administration diploma or Certificate supplemented by courses in a related discipline, plus some leadership and supervisory experience in a customer service setting, preferably in a municipal setting; or an equivalent combination of training and experience
- Current Emergency First Aid with CPR Level “C”/Automated External Defibrillator (AED)
- Valid Class 5 Driver’s Licence

**Why should you consider working for us?**
- An hourly starting wage of $33.37 (2025 rate of pay)
- We take our work seriously but not ourselves
- We have a positive attitude about the work we perform
- We care deeply about our community
- Our organization is the ideal size for you to make a difference and have an impact
- We have a strong learning culture and want our people to grow and succeed
- We are a living wage employer

**The City wishes to thank all applicants for their interest and advise that only those to be interviewed will be contacted.**

**To be considered for this position, all certifications and licenses need to be uploaded with your resume and cover letter.**

**The City of Port Coquitlam will conduct a criminal record check.**

Education : College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
Experience : Experience an asset