Customer Service Representative - Recreation (Cupe 42.23) (Ppt) External

Basic Function:
As Ambassador to the Simcoe Recreation Centre, Annaleise Carr Aquatic Centre and Simcoe Seniors Centre the Customer Service Representative will act as liaison between customers and staff and represent the municipality in a consistent and service-oriented manner. The Customer Service Representative - Recreation will ensure all residents and visitors are provided with a positive recreational experience while processing recreation program registrations and facility booking requests, completing and preparing deposits, and responding to inquiries regarding recreation programs and facilities.
Position Description:

• Assist in the consolidation of information to complete the annual Municipal Performance Measures Program as well as department specific statistics and reporting requirements
• Maintain a busy phone and email system in a courteous, timely manner
• Perform other duties as assigned
• Process Gear Shop Rentals and manage concession inventory
• Update and maintain client data base as needed
• Maintain/consolidate daily deposits for all locations utilizing Xplor Recreation system; maintain and process post-dated payments on a daily basis, balance, reconcile and prepare bank deposits
• Manage inventory of office supplies for the department; including responsible for office supply vendor ordering, receiving of supplies and distributing to proper staff members
• Monitor and process online facility booking requests when Facility Booking Clerk is unavailable
• Monitor use of lifts in facility and assist customers who are having difficulty in operating
• Maintain office equipment (copiers, printers, laminating machines, etc.) ensuring it is in good working order on a daily basis; contacting IT or maintenance support when required
• Ensure public is greeted in a prompt, professional and service-oriented manner and the County’s standards for customer contact and telephone protocol are not only met but also exceeded.
• Problem solve and handle customer complaints in a mature, calm and professional manner; escalate/refer inquiries as appropriate
• Monitor customer accounts to ensure collection of outstanding balances are followed up with on a regular basis
• Maintain program listings/schedules for marketing/advertising purposes
• Provide first aid and attend to emergency situations when needed
• Greet customers, respond to telephone, email, social media and counter inquiries
• Provide back up to the Facility Booking Clerk for the booking of all County Recreation facilities and following up on rental inquiries
• Process facility booking inquiries and manage allocation of rental space within the Simcoe Recreation Centre including, multi-purpose floor, pool and meeting rooms
• Receive, sort, prepare and disperse mail for distribution internally and externally
• Act as Deputy Division Registrar for the issuance of burial permits as delegated by the Clerks’ Department
• Provide support for customers using the online registration system
• Process program registrations, maintain customer memberships, book and attend participants into classes and programs, process all drop-ins and point of sale requests and issue necessary receipts

Requirements
Knowledge and Experience:

• Standard First Aid & CPR/AED required
• Over one year experience in customer service/public relations and working effectively within a team environment.
• Grade 12 graduation with a post secondary diploma in Business/Office Administration, Customer Service/Hospitality, Recreation & Leisure, or related discipline

Skills and Abilities:

• Ability to effectively communicate both verbally and in writing
• Knowledge of the Recreation Departments programs and operations
• Working Knowledge in the use of Microsoft Office Suite and demonstrated comfort level with Microsoft Teams and the Internet
• Must be aware of safe work practices as they relate to job responsibilities and work environment, and have the basic understanding of the Occupational Health and Safety Act
• Valid Ontario driver’s license and access to a reliable vehicle
• Broad-based knowledge of the County's municipal operations and services is an asset
• Outstanding customer service skills with an ability to maintain composure regardless of the demands of the environment
• Excellent interpersonal, public relations, negotiating, organization, analytical and problem/complaint resolution skills
• Ability to multi task under pressure, prioritize work tasks, problem solve and demonstrate attention to detail in order to meet customer service standards and deadlines
• General knowledge of accounting principles and a strong comfort level with completing financial transactions
• Experience with municipal software including Great Plains and CRM systems considered an asset
• Previous experience with Recreation Management Systems, Xplor Recreation (PerfectMind), is preferred

Benefits
Posting #: CUPE 42.23
Position: Customer Service Representative - Recreation
Job Code: 3RCCSR
Status: Permanent Part Time
Employee Group: CUPE Local 4700
Band / Wage: CUPE Band 03 / $21.58 - $26.95 per hour (2022 rate) (under review)
Division: Community Development
Department: Recreation Services
Reports To: Director, Recreation
Location: Simcoe
Posting Period: April 21, 2023 to May 4, 2023
The Corporation of Norfolk County is an equal opportunity employer. Accessibility accommodations are available for all parts of the recruitment process. Applicants need to make their needs known in advance.
Successful applicants are required to provide the Employer with a current Criminal Record Check, including a Vulnerable Sector where required and verification of education.
Thank you for your interest in this position. Only those to be interviewed will be contacted.