The Recreation, Cultural and Facility Services department is responsible for building a healthy, inclusive and vibrant City, as well as ensuring that communities, residents and visitors have access to the recreation and cultural places, programs, events and services that allow them to experience all the benefits the City has to offer, and overseeing Buildings and Facilities Management for improved service delivery integration, ensuring the best possible client experience in City facilities.

You are responsible for providing customer services in a recreation or cultural facility, acting as the first point of contact, including: processing registrations, memberships, bookings and point of sales operations; providing functional supervision and training of part-time staff and volunteers; and providing related administrative support to facility programs, as assigned.

EDUCATION AND EXPERIENCE

Completion of Grade 12

Minimum of 1 year of experience providing customer service by phone and in person in a recreation setting, using computers to perform program registrations, membership, booking processes and point of sale operations.

Experience working in one of the relevant fields based on key functions to be performed and primary facility program focus, i.e. Aquatics, Sports/Fitness, Special Needs, Arts and Culture, etc. or related field

CERTIFICATIONS AND LICENCES

KNOWLEDGE

• Customer service delivery mechanisms, practices and strategies, including the resolution of customer related complaints.
• Corporate Microsoft computer applications MSWord, Outlook, Excel, Internet Explorer/Ozone, and job specific programs including, CLASS Program Registration and Facility Booking systems, SAP.
• Corporate cash handling procedures, operation of cash register, balancing cash and preparing daily deposits
• Knowledge of recreation and culture programs and service delivery related to a recreation setting
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.

COMPETENCIES, SKILLS AND ABILITIES

• Ability to advise clients as to appropriate programs and program levels, program alternatives, available services, etc. specific to the department.
• Strong interpersonal and communication skills combined with excellent customer service skills especially during busy periods, stressful situations or emergencies.
• Ability to communicate clearly and concisely to clients, peers and supervisors both verbally and in writing.
• Ability to work independently and in a fast paced team environment and must be able to manage multiple demands.
• Organize, multi-task and prioritize work.
• Ability to coach, support, guide and mentor peers.
• Strong interpersonal skills are required to communicate effectively with all external and internal work related contacts