Customer Experience Agent - FT Perm

Town of Canmore•Canmore, AB

22h•CA$28 - CA$30•Onsite

About The Position

The Customer Experience (CE) Agent creates a welcoming, inclusive, and positive experience for all visitors to Town of Canmore recreation facilities. This position is accountable for delivering exceptional customer service while accurately administering memberships, drop-in admissions, program registrations, and responding to customer inquiries in a professional and timely manner. As a key member of the Recreation team, the CE Agent maintains a strong knowledge of recreation programs, services, and facility operations, contributing to the efficient and effective delivery of day-to-day services. The CE Agent also supports the development and success of the Customer Experience team by assisting the Customer Experience Team Lead with staff training, administrative functions, and cash reconciliation processes. Through consistent adherence to service standards, operational procedures, and Town values, the CE Agent fosters a professional, collaborative, and customer-focused environment while supporting continuous improvement in service delivery.

Requirements

Two years of customer service experience in a public-facing role, demonstrating ability to manage high-volume interactions and resolve concerns professionally
Intermediate First Aid certification with CPR and AED, or willingness to obtain certification
Strong proficiency with Microsoft Office applications, particularly Outlook, Word, and Excel
Demonstrated ability to handle cash and electronic payment transactions accurately and with integrity
Knowledge of Alberta health and safety legislation and commitment to workplace safety practices
Excellent verbal and written communication skills with ability to provide clear, accurate information to diverse audiences
Ability to work collaboratively with team members and support interest holders in achieving shared goals
Availability to work shift work in a seven-day-a-week operation, including mornings, evenings, weekends, and holidays

Nice To Haves

Experience working in a recreation facility, municipal service environment, or similar community-focused organization
Knowledge of or experience with fitness, wellness, or recreation programming
Proficiency with recreation management software or similar booking and membership systems
Experience managing multiple priorities simultaneously in fast-paced environments
Experience with deescalation training and/or experience recognising and addressing problematic behavior with patrons

Responsibilities

Deliver Exceptional Customer Service: Create a welcoming and inclusive experience for all facility visitors through consistent, professional interactions. Respond promptly and courteously to customer inquiries and requests in person, by phone, and via email. Resolve customer concerns professionally while maintaining composure in high-volume situations. Embody Town values of respect, integrity, and service in all customer interactions.
Administer Memberships, Admissions, and Program Registrations: Accurately process membership applications, renewals, and drop-in admissions using recreation management software. Register participants in programs and maintain detailed records in the booking system. Handle cash and electronic payment transactions with accuracy and integrity. Verify eligibility and apply appropriate fees, discounts, and waivers according to established procedures.
Maintain Strong Knowledge of Programs and Facility Operations: Stay current on all recreation programs, services, facility hours, and operational procedures. Provide accurate information to customers about facility amenities, program offerings, and registration requirements. Communicate updates and changes to the team to ensure consistent information delivery. Support continuous improvement by identifying gaps in customer knowledge or service delivery.
Support Team Operations and Development: Assist the Customer Experience Team Leader with staff training and onboarding activities. Participate in cash reconciliation processes and administrative functions. Contribute to a collaborative, professional, and fun workplace culture. Support team members and share operational best practices to enhance service quality.
Operate Recreation Management and Computer Systems: Use recreation facility booking software proficiently to manage registrations, memberships, and inquiries. Maintain accurate data entry in Microsoft Office programs, particularly Outlook, Word, and Excel. Follow documented procedures and troubleshoot common technical issues.
Health and Safety: Fulfill worker responsibilities under the Town of Canmore Health & Safety Directive. Participate in the Town's health and safety program by following all safety legislation, policies, and procedures. Perform work safely and protect the health and safety of yourself and others. Refrain from causing or participating in harassment or violence. Report incidents, injuries, and unsafe or harmful worksites, acts, or conditions promptly to leadership.