Internal: Recreation Customer Service Representative Team Lead

PURPOSE:

This position is responsible for providing customer service to patrons in a warm and welcoming atmosphere. The Recreation Services Receptionist provides clerical and receptionist services in the Recreation Department and is responsible for the efficiency and effectiveness of the front office. This position is also expected to provide administrative support for the Supervisor of Recreation Services on a daily basis, as well as provide guidance to other part-time Customer Service Representatives. 

ROLES AND RESPONSIBILITIES:

1. Provides a broad range of accurate, professional receptionist services in accordance with divisional standards and in an efficient manner that emphasizes customer service excellence;
2. Greets visitors and answers incoming telephone calls. Provides appropriate and accurate information (print or verbal) to patrons, takes messages and transfers callers as required;
3. Receives and processes transactions for facility admissions, memberships, facility rentals, department program registrations and various miscellaneous items;
4. Ensures that cash is correct and dispenses correct amount of change;
5. Ensures all daily transactions balance with daily cash balance report totals;
6. Provides general facility use instructions, including facility policies and or rules, to patrons;
7. Provides exceptional customer service by greeting all customers, answering all questions and inquiries efficiently and accurately and resolving customer service issues. Any issues beyond scope are referred to appropriate staff member or manager;
8. Processes facility bookings to allow for proper set up and maintenance procedures;
9. Collects accounts according to prescribed standards excluding user groups;
10. Performs light custodial duties in the recreation offices as assigned;
11. Strives for continuous improvement of job function and makes recommendations;
12. Ensures that tasks are performed safely and in compliance with applicable legislation, policies and procedures;
13. Responsible for stocking and organizing supplies;
14. Creates and issues purchase orders Pos;
15. Provides leadership and direction to part time Customer Service Representatives on day to day operations of the control point;
16. Schedules part time Customer Service Representatives with assistance from the Supervisor, Recreation Services;
17. Trains part time Customer Service Representatives on recreation management software and day to day operations;
18. Prepares appropriate forms and balances and deposits cash receipts, as required;
19. Communicates effectively and professionally with patrons and staff at all times concerning daily operations and information sharing;
20. Stocks, organizes and orders office and vending supplies;
21. Prepares and processes divisional timesheets and other personnel system forms;
22. Attends meetings and takes meeting minutes;
23. Assists the department in fulfilling its responsibilities; and
24. Performs other duties as assigned.

EDUCATION AND EXPERIENCE:

1. Completion of a High School Diploma or equivalent;
2. Minimum of 1 to 3 years of cash handling and computer skills experience;
3. Equivalent combinations of education and experience may be considered
4. Previous cash handling and computer experience is an asset;
5. Previous office administrative experience is an asset;
6. Standard First Aid and CPR certificate is an asset;
7. Valid Class 5 Driver’s License;
8. Strong public relations and interpersonal skills;
9. Experience operating office equipment such as computer, printer, debit or credit machine;
10. Strong frontline communication skills and ability to deal with difficult customers
11. Proficient in Microsoft Word, PowerPoint and Excel
12. Experience using Laserfiche and Intelli recreation software is an asset
13. Ability to work independently with high accuracy and meet deadlines
14. Strong attention to detail, prioritization and multitasking
15. Ability to maintain confidentiality; and
16. Subject to a criminal record check.