Customer Care Centre Associate

Job Responsibility:

TELUS Spark Science Centre (Spark), a registered educational charity, exists to entertain and inspire people of all ages through creative encounters with science, engineering, technology, math, and art. Spark exists to lift people up with the power of curiosity through creative encounters with science!

Calgary's science centre is a pioneer in science entertainment and programming, with roots dating back to 1967. Home to one of Western Canada's largest dome theatre, the Digital Immersion Gallery, VR experiences, and innovative spaces like Steven's Lab, where interactive experiments unfold before your eyes. From the robot-dog Flint to Canada's first robot-coa5ter, R05iE, and a 15-acre park surrounding the science of the developing brain, Spark is a hub for creative encounters.

Position Overview

Spark is currently recruiting a part time hour Customer Care Centre Associate. The Care Centre Associate will report directly to the Interim Manager.

The Care Centre Associate is accountable for providing excellent customer service to all guests in the care centre environment - from Spark Members and new potential guests to educators booking programs for their students, and everyone in between.

As a primary point of contact for the public, the Associate must be a professional and lively brand ambassador for Spark. The Care Centre Associate communicates clearly with guests and within the organization. They are confident, organized and sales positive. They also have the ability to research and respond to the complexity of each guest service issue and all requests for information.

Embedded within the larger Brand and Marketing team but sitting within a centralized care centre environment, each Customer Care Centre Associate is accountable for providing first contact for the Spark Membership Program, as well as delivering and maintaining a service excellence program that supports acquisition, fulfillment, and membership renewals. Candidates must be available to work schedules between Monday-Sunday, including evenings weekends and holidays.

Key Responsibilities

• Respond to all incoming requests for information, answering questions and resolving issues.

• Work closely and collaboratively across departments to meet objectives, creatively solve issues, anticipate challenges and respond to opportunities.

• Actively participate in the creation of a strong sales-positive culture at Spark. Knowledgeable about Spark programs, exhibits, experiences and products, as well as personal selling techniques.

• Synthesize information and resources from multiple sources to communicate and transact effectively with guests and internal departments.

• Primary point of contact for school bookings and member services.

• Point of contact for general inquiries, registered public programs and birthday party bookings.

• Responsible for all database transactions and accurate transactional reporting from the Spark database.

• Troubleshoot ticketing and reservation issues from all sales channels.

• Carry out the day-to-day administration of the membership program. Data entry, data export and maintain data integrity. Provide knowledgeable information for inquiries directed to memberships.

• Participate in a culture of consistent upgrading, focused on exceeding guest expectations.

• Work in compliance with the Occupational Health and Safety Act (and its regulations) and comply with Spark's health and safety guidelines.

• Ensure personal and team activities are aligned with business and strategic goals of Spark as a whole.

• Model high performance, flexibility, and kindness in a rapidly changing growth environment.

• Other duties as required and assigned.

Qualifications & Knowledge

• 1-2 years of direct or related experience within sales, call centre, customer service, marking, communication, database administration or fundraising (within a non-profit environment is an asset).

• Competent with organizational/database/reservation software systems.

• Prepared to learn new software applications to coordinate and deliver team projects.

• Prepared to meet weekly training targets and expectations.

• Prepared to work in a fast-paced environment.

• Proficient using Microsoft Office (especially Word, Excel, Outlook and Teams), as well as the Galaxy point-of-sale and order entry interface, and the EventPro event management interface.

• Proficient with internal reporting.

• Proficient with payment transactions.

• Proficient with multi-line phone systems.

• Strong ethics and ability to manage confidential data if required.

• A proven track record of adding value to an organization's culture and initiatives.

• A positive attitude!

• Desire to work on a high performing team with a continuous upgrading culture to achieve high impact results. Fluidity and a desire to work hard and grow are essential.

• A high degree of creativity with the ability to leave your ego at the door.

• Willingness to learn and adapt to change.

Hourly range: $16.95 to $ 19.72 per hour depending on experience.

Closing Date: Open until the right candidate is found.

We thank all applicants for their interest. Only those selected for an interview will be contacted.

Don't meet every single requirement? Studies have shown that women, people of colour, and persons with disabilities are less likely to apply to jobs unless they meet every single qualification. At Spark, we are dedicated to building a diverse and inclusive workplace so if you are excited about this role please apply! An excitement and passion for science can go a long way here so you may be just the right candidate for this or other roles at Spark.