Job Description:

#About the Role

The Customer Experience department employs a team approach to deliver consistent, outstanding, and individualized experiences with lasting emotional connections throughout the Recreation Centre. The Customer Experience Shift Lead is an enthusiastic, positive individual who takes pride in a well-done job and maintains an outgoing, professional attitude. They will be responsible for providing outstanding front-line customer service to internal and external customers in support of our Recreational and athletic programs and facility spaces. This role is a leadership position that supports and mentors Customer Experience representatives and oversees daily operations.

##Responsibilities

• Provide exceptional customer service by interacting with members and guests in person or over the phone.

• Register and process payments for memberships and programs

• Provide information and retain knowledge about various memberships, programs, and services

• Facility Operations: Oversee the facility's opening and closing procedures, ensuring proper protocols are followed. Conduct facility checks to ensure safety, cleanliness, and readiness for members.

• Safety & Emergency Response: Ensure the safety and well-being of staff and members by providing first aid when necessary and leading evacuations during emergencies.

• Team Collaboration: Work closely with fellow team members, management, and other departments to achieve operational goals and provide a positive experience for all visitors.

• Perform various administrative tasks assigned by supervisors, including reporting, inventory management, and maintaining accurate records of customer memberships and registrations, as well as managing parking and lockers.

• ActiveNet Management: expertise in the ActiveNet software to register and process payments for memberships, programs, and events. Assist staff members in troubleshooting system issues and with ActiveNet-related tasks.

• Act as the shift supervisor and leader at the CSC and Recreation facility, enforcing access, rules, regulations and processes.

• Staff Supervision & Mentorship: Supervise, coach, and mentor casual staff, ensuring adherence to facility policies and procedures. Provide ongoing support and training to new and existing staff members.

• Team Collaboration: Work closely with fellow team members, management, and other departments to achieve operational goals and provide a positive experience for all visitors.

• Provide exceptional customer service by interacting with members and guests in person or over the phone.

• Act as the shift supervisor and leader at the CSC and Recreation facility

• Safety & Emergency Response: Ensure the safety and well-being of staff and members by providing first aid when necessary and leading evacuations during emergencies.

• Staff Supervision & Mentorship: Supervise, coach, and mentor casual staff, ensuring adherence to facility policies and procedures. Provide ongoing support and training to new and existing staff members.

• Team Collaboration: Work closely with fellow team members, management, and other departments to achieve operational goals and provide a positive experience for all visitors.

• ActiveNet Management: expertise in the ActiveNet software to register and process payments for memberships, programs, and events. Assist staff members in troubleshooting system issues and with ActiveNet-related tasks.

• Enforcing facility access guidelines, rules, regulations, and processes.

• By engaging effectively with customers, resolving complaints, and providing accurate information about programs, memberships, and services, the incumbent shapes customer satisfaction, retention, and the facility’s reputation. Choices made in responding to first aid situations and enforcing policies have significant implications for patron safety and organizational liability.

##Qualifications

• Minimum High School Diploma, Plus Additional Course Work

• 6-12 months related experience

• Possessing strong interpersonal skills and effective written communication

• Willingness to mentor staff and manage challenging internal and external conversations.

Salary:$15.00 - $18.16 per hour

**Closing Date:**April 2, 2026

A (optional) cover letter and resume should be submitted in one .pdf formatted document. Please title your .pdf document as follows: [Last Name], [Requisition Number].pdf (ex. Smith, Coordinator, 1234.pdf).