Customer Service Representative, Recreation

The Corporation of the Town of Ajax•Ajax, ON

5d•CA$34 - CA$37•Onsite

About The Position

Reporting to the Supervisor of Customer Service, the Customer Service Representative achieves an exceptional level of customer service, resolving the majority of client issues, complaints and requests. Communicates with facility staff, instructors and other organizational contacts to ensure customer service needs are met and all activities and functions proceed as scheduled. Promotes and facilitates the sale of Town of Ajax programs, activities, facility rentals and memberships. Supports and mentors part-time Customer Service Representatives, promoting teamwork through encouragement and leadership. Manages Accounts Receivables and verifies Accounts Payable. Performs numerous other administrative tasks in a timely manner, according to Department policies and procedures.

Requirements

One year type Business Certificate within Recreation & Leisure Services, Business Administration (emphasis on accounting is an asset), or Office Software.
Minimum 2 years progressively responsible experience in relevant field.
Experience in the municipal public sector.
Municipal sport and recreation experience in large multi-use recreation centres.
Excellent experience in front line customer service, preferably in a recreation environment.
Proficient experience in accounts payable and receivable management required.
Advanced experience and knowledge of the ActiveNet recreation software.
Proficient knowledge of Word, Excel, Outlook, internet use and other related technologies.
Currently hold Standard First Aid with CPR C certification.
Ability to independently prioritize responsibilities and multi-task.
Proven interpersonal and leadership skills.
Superior organization, time management and planning skills.
Excellent oral and written communication skills, including presentation skills.
Able to provide a clear Criminal Reference Check, including Vulnerable Sector Search that is current (completed within the last 6 months), upon hire.

Nice To Haves

Excellent analytical skills and experience with budgets are a definite asset.
Experience with database management an asset.

Responsibilities

Provide exceptional level of service to clients, receiving customer feedback, resolving complaints immediately when possible and referring others to appropriate personnel.
Front desk agent for all sections within the department; providing accurate response to public inquiries, creating positive first contact experiences for all users.
Respond to numerous phone calls daily, reply to voice mails and emails promptly – monitor [email protected] to ensure customer service standards are met.
Provide up-to-date information of all Town activities, programs, memberships, events.
Process sales and registrations, update subsidy accounts, and perform all cash transactions accurately and efficiently.
Enhance client experience by offering alternative solutions in collaboration with program coordinators.
Research and offer alternatives to resolve client issues.
Ensure security, integrity and confidentiality of data collected at the front desk.
Ensure that all information updated and accurate, including work instructions, binders, fee sheets, schedules, and all promotional material.
Verify accuracy of transactions through analysis, reports, and quality checks.
Provide support, coaching and mentoring to part-time CSRs.
Demonstrating leadership, integrity and professional ethics at all times.
Assist in new employee training and orientation; guide new employees through ActiveNet, review work instructions, demonstrate procedures, train on relevant policies, model appropriate interactions with customers, review job related materials.