Customer Experience Agent - FT Perm

Town of Canmore•Canmore, AB

5d•CA$27 - CA$30•Onsite

About The Position

Our team is professional, fun, dedicated and passionate about work, the community and the endless opportunities for outdoor and indoor recreation in our magnificent Rocky Mountain environment. Our Customer Experience Agents support the community as part of an energetic and dedicated recreation team committed to promoting a high level of community wellness and exceptional customer service. As members of the Recreation department and reporting to the Supervisor of Customer Experience, Customer Experience agents are responsible for ensuring the consistent delivery of exceptional service at Town of Canmore (“Town”) recreation facilities while supporting the effective day-to-day operations. The Customer Experience agent promotes a positive and professional image of the “Town” and is knowledgeable of all products and services offered. The agent is responsible for administering membership, drop-in sales, program registration and responding to customer inquiries. Additionally, this position supports the Customer Experience Team Lead with administrative tasks, staff training, cash reconciliations and leadership when needed.

Requirements

Current Intermediate First Aid (Standard First Aid) and CPR Certification, including AED – required
Minimum of two years’ experience in front line customer service in recreation, hospitality, or another similar field – required
Demonstrated ability to work effectively both independently and as part of a team – required
Able to manage a high volume of customer comments, inquiries, and requests (works well under pressure) while creating and maintaining a fun workplace – required
Intermediate level of computer skills in Microsoft Office programs, particularly Outlook, Word, and Excel – required
Strong written and verbal communication skills – required

Nice To Haves

Post-secondary education in a related field such as Recreation, Hospitality and Tourism Kinesiology, Physical Education – asset
Experience in programming and/or membership sales – asset
Previous experience with recreation management and facility booking software – asset
Able to work a variety of shift times and hours including evenings and weekends as required
Embodies the Town of Canmore Core Value of Wellness, Respect, Integrity, Service and Teamwork
Really enjoys helping and serving others
Remembers details, faces, and people
Is pleasant and welcoming
Has a calm demeanor and is comfortable addressing and resolving conflict situations and angry customers
Is positive and respectful in communication about others, prefers not to gossip and/or gripe
Creative and innovate in relation to problem solving
Detail-oriented and able to prioritize to accommodate ever-changing circumstances and urgencies
Sees what needs to be done without waiting to be told, and takes initiative to create accomplishment

Responsibilities

Is generally knowledgeable about all Town of Canmore services and is specifically able to respond to inquiries about recreation memberships, program registration, drop-in administration, and facility rentals
Proficiently and efficiently uses computer operating systems, software, and applications such as Microsoft Office and Intelli Leisure
Supports Recreation’s member retention strategy
Follows established departmental standard operating procedures and maintains confidentiality of all client information
Collects and responds to member feedback
Assists with facility booking inquiries and tasks as needed
Assumes specific key holder responsibilities associated with security and reconciliation of floats and the security of financial instruments and records
Assumes opening and closing responsibilities including revenue reconciliations and cashouts