Customer Service Coordinator Full-time Job

This position will lead a team of Customer Service Representatives by providing support, direction and exceptional customer service in a recreation atmosphere, as well as managing the day to day business of being the first contact within our recreation facilities and attractions. You will have the opportunity to work in a fast-paced and rewarding environment, so don’t delay in applying!

Some of the responsibilities of a Customer Service Coordinator include:

• Direct supervision of staff including hiring, training, evaluating employee performance, and coaching and mentoring teams of up to 30 Customer Service Representatives
• Direct responsible cash-handling, which includes ensuring the accuracy of daily deposits and completing weekly and monthly audits
• Provide a high level of customer service in-person, over the telephone and via email regarding hours of operation, fee schedules, programs, lost and found items and other general inquiries
• Establish staff schedules and shift work priorities Perform clerical work including word processing, data entry, processing of time records and statistical reports
• Perform Customer Service Representative duties which includes locking and unlocking the facility, updating displays and signage, monitoring and controlling patron access to the facility, and processing payments for facility admissions, memberships, and more
• Related tasks as required

Qualifications

• Completion of Grade 12, with an emphasis on general office practices or completion of an appropriate certificate program from an approved school/college
• Minimum 1 year experience as a Customer Service Representative or comparable equivalent, which includes full customer service and cash-handling responsibilities, inventory control, program information and registrations
• Experience in monitoring and evaluating the work of others, including scheduling, delegating work, coaching and evaluating performance would be an asset
• Excellent customer service skills, and demonstrated ability to effectively and courteously deal with the public. Customer service training would be considered an asset
• Demonstrated ability in conflict resolution and resolving escalated customers
• Proficiency with a variety of related computer software programs including Google Applications and recreation or attraction related registration and booking software
• Excellent knowledge in recreation facility practices, policies and procedures
• Demonstrated skill in accurate, efficient and secure cash handling
• Highly developed and demonstrated written and verbal communication skills including effective facilitation skills
• Proficient skills in organization, time management and prioritization
• Proven ability in decision making in accordance to established policies and procedures, with skill in monitoring business performance, including customer service and transaction measures
• Ability to develop and maintain effective working relationships, including proficient skills in interpersonal management, collaboration, sharing and solution creating while working with others
• Demonstrated ability to respond to emergency situations, including performing first aid treatment
• Possession of current Standard First Aid, CPR and AED certifications are required prior to employment
• Hire is dependent upon a Police Information Check including Vulnerable Sector check satisfactory to the City of Edmonton
• Demonstrate service excellence, embracing diversity and promoting inclusiveness
• Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
• Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator.  For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture
• Applicants may be tested

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: https://bit.ly/3hd2d95.

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact [email protected].

Up to 2 permanent full-time positions

Hours of Work: 40 hours per week. Facility operations are 7 days per week and 17+ hours per day. Shifts vary based on facility operating hours with evening and weekend work required. You must provide open availability for all operational hours for a minimum of five days/week including one weekend shift.

The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.

Salary: $22.361 - $27.765 (Hourly)

Talent Acquisition Consultant: DS/JF

Classification Title: Rec Facility Attendant II-8hrs
Posting Date: Apr 22, 2024
Closing Date: May 02, 2024 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union: CSU 52
Department: Community Services
Work Location(s): Various Locations Edmonton (City Wide)

Edmonton is the capital city of the Canadian province of Alberta. Edmonton is situated on the North Saskatchewan River and is the centre of the Edmonton Metropolitan Region, which is surrounded by Alberta's central region.