Member & Guest Service Specialist

Position Type: Regular Full-Time (37.5 hours per week)

Department: Member & Guest Experience Manager

Application Closing Date: August 13, 2023

Anticipated Start Date: September 5, 2023

The Member & Guest Experience Team at the Richmond Olympic Oval is vital in creating a positive and lasting impression on both our members and guests. The Customer Service Specialist position will be responsible for providing customer care online, in-person, and over the phone including: providing basic tech support when needed, responding to customer inquiries/feedback, processing monetary payments and transactions, and keeping the account database up-to-date and accurate. The ideal candidate is detail oriented with strong written and verbal communication skills, and is committed to delivering service excellence.

Job Summary

• Providing basic customer support online, in-person, and over the phone, including technology support, responding to customer inquiries/feedback, processing monetary payments, and account collections.
• Perform operations for program registration, membership sales and inquiries, cash handling, weekly cash reconciliation, telephone reception, and general admissions.
• Provide support to all areas of the Member & Guest Experience department.
• Compiling daily, monthly and quarterly reporting metrics to analyse and track trends.
• Understand and apply all safety, security, and emergency response procedures including a thorough knowledge of the Member & Guest Experience team’s role and the required action plans.
• Utilize sale techniques to effectively sell Oval programs, services, and memberships.
• Ongoing understanding of the business including a strong knowledge of facility layout, programs, facility bookings, public and special events schedules, and facility and website updates with the ability to communicate any of these to all members and guests of the Oval.
• Coordinate with the Member & Guest Experience Manager, to ensure the completion of key tasks.
• Responsible for providing an excellent customer experience to all members and guests of the Richmond Olympic Oval.
• Keeping the account database up-to-date and accurate and assisting with account maintenance operations.

Examples Of Work

• Working alongside the frontline Guest Experience Team, this position uses Xplor Recreation/Perfect Mind and Mind Body Online to facilitate membership sales, identify and direct facility bookings, maintain account integrity, and register the sale of programs, services, and retail items.
• Administrator for the general email account as well as the tech support email account; fielding, tracking and delegating inquiries and comments from customers, ensuring they receive a timely response.
• Assists in the collection and reporting of department performance metrics.
• Completion of accurate daily cash outs and weekly cash reconciliations.
• Will activate the emergency procedures as directed by the Emergency Response Leader.
• Provide sales tours of the facility for prospective members and visitors of the Oval.
• Provides support to the Account Maintenance Clerk, assisting with processing membership holds, cancellations, and declined payments.
• Performs account maintenance duties including but not limited to account updates and transfers.
• Listens to client concerns with empathy and acts appropriately with an empowered and customer experience driven response embodying the Oval’s “Gold Medal Standard” mentality.

The qualifications and skills you bring to this role include:

• Proven track record of working independently and in a team environment.
• Interest and or previous work experience in digital marketing and online customer engagement an asset.
• Sound knowledge of clerical and record keeping procedures, including those pertaining to receiving and processing cash and credit cards.
• Ability to exercise initiative and make decisions in accordance with applicable rules, regulations, and policies established by the Richmond Olympic Oval.
• Experience in database and facility registration software; working knowledge of Xplor Recreation/PerfectMind and Mind Body Online preferable.
• Excellent communications skills both verbal and written.
• Valid Standard First Aid and AED certification is an asset.
• Completion of grade 12 and a minimum of two years of relevant customer service experience.
• Mandarin or Cantonese an asset.
• Excellent customer service and interpersonal skills with the ability to effectively resolve client concerns and issues in a positive manner.
• A high energy, outgoing, and personable individual with an ability to effectively balance competing priorities. You are enthusiastic, like to take initiative, and enjoy collaborating with others.
• Must be able to complete a successful Criminal Record Check.
• Intermediate/Advance knowledge of MS Office.
• Sound knowledge of the methods, principles, and practices used in operating computers, websites/apps, and peripheral equipment (photocopiers, printers).
• Experience with administrative budgets and tracking systems and inventory procedures.
• Will be required to work a flexible schedule including some evenings and weekends.

Work Schedule: Evenings and weekends - Sunday-Thursday

Salary and Benefits: $42,935-$53,670 per annum (Dependent on experience and qualifications). We provide a comprehensive extended health and dental plan, in addition to an individual Health Spending Account, Paid Sick leave, Vacation, Municipal Pension Plan (MPP). We offer a unique workplace with a fun, welcoming and collaborative culture as well as awesome Oval Perks including access to our fitness centre, enhanced fitness classes, basketball courts, two Olympic size ice rinks— and access to Metro Vancouver’s tallest climbing in addition to other Oval amenities!

The Richmond Olympic Oval is an equal opportunity employer and welcomes applications from all groups. This includes women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who may contribute to diversity. We also recognize unique styles, perspectives, beliefs, and creativity that support a diverse, respectful, inclusive, and collaborative work environment.

Our GOLD medal candidate is personable, has a great attitude, is passionate about delivering exceptional customer service, and has a genuine interest in contributing to the greater good of our organization and our community.