General information

ROC Lead Customer Service Representative

(Posting #2025.113S)

Department: Community Services

Division: Recreation

**Location:**The ROC

**Status:**Seasonal (November 10, 2025 ¿ April 3, 2026)

**Hours of Work:**4 ¿ 25 hours per week

Number of Positions: 1-2

Hourly Wage: $18.20 - $19.20 per hour

Training Wage:$17.60 per hour

Date Posted: September 19, 2025

Date Closing: October 12, 2025

Come work with us!

Employment with the Town of Georgina offers an opportunity to make a positive difference in our community. We are a progressive, forward-thinking organization focused on continuous improvement, innovation and providing exceptional customer service. We offer a collaborative team environment and an excellent place to take charge of your career.¿

Position Purpose

Responsible for assisting the Recreation Services Supervisor with overseeing the daily**operations of the ROC Ticket Office, including but not limited to cash handling, cleaning, customer service, opening and closing the facility. For full details, please see attached job description.

Minimum Qualifications

• Possess a High school diploma or equivalent;
• Must be available to work flexible hours including daytime, evenings, weekends and holidays;
• Excellent customer service skills to deal effectively with the general public;

How to apply

Qualified applicants are invited to submit a resume and cover letter, identifying the Job Title and Job ID#. Please apply by visiting the www.georgina.ca/careers no later than 11:59 pm on the closing date. The assessment process may include a practical test and/or interview.

Committed to diversity and a barrier-free environment

The Town of Georgina is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments. We encourage applications from people with disabilities and will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Team if you require an accommodation(s) and we will work with you to meet your needs throughout any stage of the process. Please be advised that this information will be treated in a confidential manner.

We thank all candidates for their interest, however only those being considered will be contacted.

Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for the purpose of candidate selection. Further information concerning the collection of personal information should be directed to the Human Resources Manager, Town of Georgina, 26557 Civic Centre Road, Keswick, ON L4P 3G1 (905) 476-4301

JOB DESCRIPTION

POSITION: ROC Lead Customer Service Representative

DEPARTMENT: Community Services Dept.

**D****IVISION:**Recreation Services

DATE CREATED: November 13, 2013

DATE AMENDED: July 24, 2018, August 14, 2019, September 2, 2021; August 10, 2023; September 9, 2025

PRIMARY FUNCTION**:**

Responsible for assisting the Recreation Services Supervisor with overseeing the daily operations of the ROC Ticket Office, including but not limited to cash handling, cleaning, customer service, opening and closing the facility.

SUPERVISION RECEIVED**:**

Recreation Services Supervisor

INDIRECT SUPERVISON RECEIVED:

Parks Supervisor (ROC)

Recreation Programmer ¿ Challenge Course and Outdoor Education

DIRECTION EXERCISED**:**

ROC Customer Service Representatives

WORKING PROCEDURES**:**

• Opens and closes the ticket office;

• Assists with training, scheduling, and on-going guidance and support to customer service representatives;

• Follows all specified procedures to correctly handle all cash and credit transactions, ensuring accurate sales transactions, including counting start up cash and balancing at end of shift, authorizes refunds and provides petty cash as required and makes daily deposits at the end of each closing shift;

• Performs/oversees sales to customers and maintains a pleasant attitude in an effort to create a positive customer experience and responds to all customer requests in a timely and professional manner;

• Ensures weekly inventory control and documentation, daily restocking of merchandise and assist with ordering supplies as needed;

• Assists with coordination/facilitation of special events as required;

• Immediately report all concerns (including product), suspicious occurrences and hazardous conditions to the Recreation Services Supervisor or designate.

The above statements reflect the general details considered necessary to describe the principal functions and duties of the position and will not be construed as a detailed job description of the work requirements that may be inherent in the job.

SKILL/KNOWLEDGE REQUIREMENTS:

• High school diploma or equivalent required; post-secondary education in hospitality, recreation, or business administration is considered an asset.
• Experience with ActiveNET and FareHarbor booking/reservation systems is a strong asset.
• Strong computer literacy, including proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Comfortable learning and using new digital systems and tools (e.g., POS, radio communication, ticketing/rental equipment software).
• Demonstrated ability to provide outstanding customer service in a fast-paced, high-volume environment.
• Ability to remain calm and professional when dealing with customer inquiries, concerns, or complaints.
• Strong interpersonal skills; courteous, friendly, and approachable demeanor.
• Ability to provide guidance and support to front-line customer service team members.
• Assist with on-the-job training and mentoring of new or seasonal staff.
• Role modeling and enforcing company policies, procedures, and service standards.
• Effective conflict resolution and critical thinking skills to handle escalations and unexpected situations.
• Sound decision-making under pressure, with a proactive approach to problem-solving.
• Previous experience handling cash, credit/debit transactions, and balancing tills.
• Accuracy, accountability, and attention to detail when handling financial transactions or preparing reports.
• Highly reliable, punctual, and self-motivated.
• Ability to work independently with minimal supervision and take initiative as needed.
• Excellent verbal and written communication skills.
• Comfortable communicating with diverse audiences, including customers, staff, and management.
• Must be available to work a flexible schedule including weekdays, evenings, weekends, and holidays, particularly during peak winter season.
• Willingness to adapt to changing schedules or job duties as needed.
• Knowledge of ski hill operations or previous experience in a recreational or outdoor tourism