Customer Experience Team Leader - FT Temp

Town of Canmore•Canmore, AB

5d•Onsite

About The Position

As a leader in the Customer Experience Team, you will have the opportunity to 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. The primary focus is overseeing the effective day-to-day operations of the customer service desks and front-line activities at Elevation Place and the Canmore Recreation Centre. Team Leaders provide ongoing training, support and mentorship to the Customer Experience team to ensure consistent delivery of service standards. This is the perfect job for someone who is a friendly, confident, team player looking for a leadership development role where they can showcase and further develop their mentorship and exceptional customer service skills! The successful applicant will need to have excellent written and verbal communication skills as they liaise with many talented people inside and outside the organization to ensure efficient and effective front desk operations and exceptional delivery of recreation programs and services. The incumbent will need to employ their exceptional problem-solving skills, keen attention to detail and ability to manage a fast-paced environment as they enthusiastically support and cooperate with others to develop solutions to customer service and programing challenges daily.

Requirements

Current Standard First Aid and CPR Certification, including AED – required
Minimum of 2 years in Recreation and/or Front Desk Customer Service – required
Ability to manage a high volume, fast-paced customer service environment including bookings, walk-ins, membership sales, inquiries and complaints – required
Ability to work well under pressure, while creating and maintaining a fun workplace – required
Intermediate level of computer skills in Microsoft Office software and database entry/reporting – required

Nice To Haves

Post-secondary education in Recreation, Kinesiology, Physical Education, Business or Hospitality, Travel and Tourism – asset
Experience in leading people, customer service, and membership sales/services – asset
Previous experience with recreation or hospitality management software for activity and facility management – preferred

Responsibilities

Enhance and customize the user experience by implementing strategies and best practices that engage users and align with the unique needs, interests and goals of users
Participate in the daily operations of the Customer Experience service desk
Assist with the day-to-day administrative work related to the customer experience and operations
Oversee the processing of membership sales including; tracking, closing the sale, follow-up, statistics and reporting
Manages ordering, receiving, and management of retail items
Implement, monitor and update standard operating procedures that ensure the delivery of outstanding customer service and enhance user relationships and sales targets
Proficiently and efficiently use computer operating systems, software and applications such as MS Office (Word, Excel, Outlook) and Recreation Management Software
Update data in the Recreation Management System and assist in the preparation of activity reports showing weekly, monthly, quarterly and annual sales reports
Support program scheduling and registrations by ensuring regular communications with all recreation departments
Support the facility booking team
Maintains confidentiality of all client information
Assume specific key holder responsibilities associated with security and reconciliation of floats and the security of financial instruments and records
Assume opening and closing responsibilities
Possess certain software permissions which exceed those of Customer Experience Agents
Assist in completing daily cash deposits and cash reconciliation
Monitor HR Learning Calendar and ensure staff are up to date on all training requirements
Responsible for membership administration including the completion of bi-weekly payment runs, Accounts Receivable, etc.