Customer Service Representative Sports

Overview

This is a temporary position (up to 35 hours per week) from approximately June 29th to September 7th. Priority for interviews will be given to current and returning staff. Interviews for new applicants will follow

Contributes to the safe and efficient operation of Aquatic Facility and Field House. Attends to day-to-day customer service needs, rental needs, facility needs and performs assigned duties.

Responsibilities

Registers, Amend and withdrawal patrons for all programs and memberships in person, or over the phone and processes credit card payments (aquatics, leisure, older adult, neighborhood associations, camps, rentals) at any facility in the aquatics and sport development program area.

Welcomes the public, provides aquatic and leisure program information, facility rentals information; resolves problems; provides direction to related City services.

Contacts patrons (via phone, letter and email) to advise of program changes, cancellations of class due to instructor availability, account errors or balances owing.

Conducts facility tours for new patrons, upon request.

Assist with unlocks and ensures setting up rooms for rental groups.

Monitors, address and report any patron behavior. Contacts security and emergency services as required.

Completes accident/incident reports.

Participate in regular staff team meetings and necessary training sessions.

Process payment for admissions uses point of sale module, for transactions for items and programs registration. This may include items set out by the City of Kitchener and the Region of Waterloo.

Reconcile cash at the end of each shift.

Provides office support (e.g., photocopying, filing, redirecting messages, updating bulletin boards and brochure racks).

Records attendance of all activities and maintains record keeping as assigned.

Distributes room keys to contractors, instructors, and ensures keys for deposit safe and petty cash box are secure.

Completes accident/incident report when required.

Awareness of City policies, procedures and documents including emergency procedures, programming requirements, facility rental policies and the Municipal Alcohol Policy, to monitor user functions and activities at the facility.

Take action to deal with incidents, problems and emergencies; contacts appropriate staff as required.

Reports general facility maintenance issues to Head Guards or Custodians as applicable.

Performs walkabout and sight inspections of facility throughout the workday and attends to issues of concern.

Provides general facility upkeep (e.g., setting up of tables and chairs, spot cleaning, shoveling, and hand salting).

When required to open/closes the facility at the beginning/end of the day and disables/enables building security system.

Performs other related duties as assigned.

Education

Equivalent to partial secondary school education.

Experience

1 month of related experience including customer service, cash handling, and balancing a till.

Additional Requirements

Knowledge, Skills, and Abilities

Proven ability to work independently with an ability to manage multiple tasks and job functions.

Proven communication, problem solving, and customer service skills to work effectively with the public, staff, and volunteers in a diverse community setting.

A working knowledge of computers to take registrations, perform cash handling, process payments, and provide community information to patrons.

Mathematical skills and the ability to reconcile funds for partner agencies and City monies collected during shift.

Ability to work effectively in a team environment.

Physical ability to perform duties requiring lifting and moving of equipment, shoveling, cleaning etc.

The ability to speak multiple languages would be considered an asset.