Customer Service Coordinator
This opportunity is now closed
The Canada Games Centre serves the community and the province’s athletes and will continue to do so for generations to come. As a first class multi-purpose sport and recreation facility, it provides a new centre for the community promoting healthy and active living for citizens and a major new sports training and competition facility in Atlantic Canada. The Canada Games Centre is a 176,000 square feet state-of-the-art community recreation facility.
Position Summary
We are looking for an enthusiastic, recreation/sports-minded, positive individual to provide leadership in delivering exceptional customer service and support to our members and guests. This position is responsible for the overall day-to-day supervision and training and of the Canada Games Centre Customer Service team. Strong communication skills and relationship building is key to success in this role. The Coordinator will work with our Service Operations department to ensure members and guests have a quality experience in our Centre.
This position will report directly to the Manager, Service Operations and will aid in providing support and leadership to a staff team consisting of customer service staff, gate monitors and child-minding staff. In addition to a commitment to exceptional customer service and a positive customer experience, the Customer Service Coordinator must be highly organized, sales focused , manage time effectively, and complete correspondence with members and users of the Canada Games Centre in a timely and efficient manner. This is a client facing role where professionalism and building rapport are the keys to success.
Responsibilities
- Organize and administer customer service protocols and procedures
- Ensure staff scheduling for appropriate coverage and keep within budgetary allowances
- Identify training needs and build/conduct training as necessary for staff regarding memberships, service delivery, paperwork completion, and other relevant topics
- Assist with member services including, but not limited to check-ins, membership sales, daily cash-outs, facility tours, paperwork, and end of shift reconciliations
- Respond to inquiries – on-site, emails, and phone calls/texts
- Communicate policies, procedures, updates, and all other required information to guests
- Assist in the growth and development of memberships for the facility including the corporate membership program
- Accept and process payments
- Receive and manage all customer complaints or concerns (either directly or through other departments, depending on the specific issue)
- Act as the lead point of contact for Customer Management Software (Legend) at Customer Service
- Day-to-day coaching, recruitment, hiring, training, and development of part-time and full- time Membership, Customer Service, Child Minding and Gate Monitor staff
- Administer the organizations Performance Management system with all members of the Customer Service business unit
- Responsible for ensuring that staffing levels are appropriate for fluctuating business needs
- Assist in the planning and implementation of member appreciation events and marketing events to promote membership growth
- Assist in developing and expanding any procedural documents and training materials necessary for end-users and staff
- Assist in the organization’s member retention strategy, including working with the Marketing department on member communications, following up on cancellations,
- Maintaining inventory and ordering supplies for area
- Understanding and coordination of all financial responsibilities associated with Customer Service, including but not limited to ensuring change/cash floats are monitored and replenished, investigating discrepancies in staff daily balance sheets and payroll
- Liaise with all Canada Games Centre Departments to ensure key messages are received and communicated to the Customer Service team
- Serve as an after-hours point of contact for Customer Service staff and provide desk coverage when needed
- Work in conjunction with other Canada Games Centre staff to develop best practices to maximize use of the Centre
- Communicate effectively and in a timely manner with public, user groups and staff
- Process payments and perform invoicing where necessary
- Prepare and submit payroll
- Serve on the evening and weekend duty schedule as the Person on Duty (POD)
- Complete additional projects and tasks as assigned by Manager or Designate
Qualifications
Education & Experience
- Degree in Business Administration, Recreation Management, or equivalent combination of relevant education and experience
- 3+ years’ experience in supervisory role in similar environment
- Experience in cash handling and revenue reporting
- Experience working with the public in a customer service focused role including in conflict situations
- Experience and comfort using computers and various software programs
- Experience processing financial transactions
- Experience in staff training and coaching for success
- Understand and appreciate the important role that sport, and recreation plays in healthy communities
- Strong interpersonal and communication skills
- Strong listening skills
- Detail and solution oriented
- Good decision-making skills
- Experience dealing with various publics (individuals, families, corporate, seniors, youth, etc.)
- Ability to pass a Criminal Record and Child Abuse Registry background check
- Schedule flexibility required – weekdays and weekends + day and evening shifts
Working Conditions
- This is a full-time, salaried position
- Hours for this position require flexibility. Flexible days of the week, with evening and weekend coverage weekly
- Work environment includes physical, emotional, and mental demands on infrequent occasion
- Safe lifting, carrying and first aid techniques must be adhered to
- Exposure to loud noises and ability to concentrate in a busy environment
Notes
- Criminal Record & Child Abuse Registry checks will be required as part of the hiring process
- The Canada Games Centre has a Mandatory COVID-19 Vaccination Policy which requires all employees to be fully vaccinated against COVID-19. Proof of full vaccination will be verified prior to the commencement of employment.
What’s in it for you?
- Group benefits and RRSP plan
- Education allowance
- Free facility membership
- Free parking and close proximity to Halifax Transit
- Amazing team environment
- Organization committed to extraordinary staff and customer experience
Compensation
Salary will be based on a range from $39,000–$46,000 commensurate with education and level of experience.
Applications Instructions
To apply, please submit a covering letter and résumé, outlining how you meet the specific qualifications listed in the job posting to careers@canadagamescentre.ca by Friday, August 12th, 2022.
Please include the position you are applying for in your subject line. Failure to properly identify your application or attach working documents will result in your application being omitted.
We are a welcoming and supportive environment whose goal is to be a diverse workplace representative of the citizens we serve. Indigenous people, persons with disabilities, African Nova Scotians, racially visible persons, women in occupations where they are under-represented, and the LGBTQIA2S+ community are encouraged to self-identify on your application.
This opportunity is now closed