Public Service - Customer Service Representative
About the role
Help Lakeshore build the best team to serve the residents of Lakeshore!
Due to a temporary vacancy, the Municipality is hiring for a temporary part time Customer Service Representative. The position is temporary for up to 6 months. The Municipality uses an online questionnaire to screen candidates.
Position: Customer Service Representative (Part Time)
Salary: $28.06 to $32.83/hr
Union: CUPE
Reports to: Team Leader – Public Service
Purpose of Position:
Reporting to the Team Lead - Public Service, in support of a quality customer experience, the Customer Service Representative will answer, process, and escalate customer inquiries and feedback. Will work to communicate with all Atlas Tube Recreation Centre staff to ensure programs and facility rentals function efficiently.
Qualifications:
- Grade 12
- Experience in customer service is an asset
- Valid clear police clearance
Knowledge:
- Working knowledge of computer programs including MS Office (Outlook, Word, Excel) and Facility Scheduling Software (ex. ActiveNet) is an asset
- Customer Service and communication skills to properly communicate with the public and staff members.
- Ability to be friendly and cooperative to relay information and handle a variety of enquiries in a professional manner.
- Effective inter-personal and oral/written communication skills.
- Organizational skills to effectively prioritize assignments.
- Ability to work as a team and provide assistance to co-workers and the public as necessary.
Major Responsibilities:
- Answer and process incoming inquiries by phone, email or in person in a professional and courteous manner maintaining customer satisfaction.
- Receive and process recreation program registrations.
- Will monitor patrons, promote safety within the facility and will relay incidents of an emergency nature to 911 dispatch centre.
- Will work to communicate with all Atlas Tube Recreation Centre staff to ensure programs and facility rentals function efficiently. Will dispatch calls on two-way radio when required on site.
- Works to secure municipal assets throughout the Atlas Tube Recreation Centre by diligently opening and closing the facility, ensuring rooms not in use are locked and by monitoring the facility for safety hazards.
- Ensures smooth function of operations while adhering to fire safety regulations (i.e. patron movement flow). Advises users of applicable policies including safety.
- Scheduling and booking of rentals that are for the same day or within one week’s time.
- Assisting in documenting the set-up requirements for rentals and communicating with ATRC facility staff.
- Works to enhance customer experience through communication, and problem solving with customers, ATRC staff and the Leadership Team.
- Prepare daily bank deposits
- Acquaint new employees with job functions, as required.
- Complies with all internal policies regarding cash handling, internal controls, etc.
- Collects information and prepares all required reports (accident/incident, facility set up, etc).
- Perform other related duties as required.
Decision Making and Judgement:
- Work is performed under the general direction of the Manager of Recreation and Leisure, with access to the municipal policies, procedures, bylaws and regulations
- Works in conjunction with other staffs to resolve issues, improve processes and achieve best practices
- Must be able to assess situations and act quickly using good judgment. Must have strong ability to communicate feedback in a constructive manner to prevent future issues.
Physical Skill and Effort
- Manual dexterity to operate a computer
- Sitting, standing, walking, stooping, lifting up to 10 kgs
Interpersonal Skills:
Interpersonal skill to liaise with management and the public in a friendly and co-operative manner.
Internal:
- Staff in Recreation and Leisure
External:
- General public
- Organizations and user groups
Working Conditions:
Environment
- Atlas Tube Recreation Centre at an open desk and walking throughout the facility
- Works within a fast-paced, office/recreation environment
- Noise level is moderate to loud
- Shared workspace
- Working independently with minimal supervision (sometimes alone at front desk, with facility staff elsewhere in the building)
Control over Work Schedule
- This position is subject to evening and weekend shifts 7 days per week between the hours of 5:30 am and 10:00 pm. Normally scheduled for weekends.
- Minimum shifts shall not be less than 4 hours to a maximum of 24 hours per week
Updated: July 2017
As an inclusive employer, the Municipality of Lakeshore is committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need. The Municipality is also committed to ensuring that personal information will remain confidential under the authority of the Municipal Freedom of Information and Protection of Privacy Act.
Public Service - Customer Service Representative
About the role
Help Lakeshore build the best team to serve the residents of Lakeshore!
Due to a temporary vacancy, the Municipality is hiring for a temporary part time Customer Service Representative. The position is temporary for up to 6 months. The Municipality uses an online questionnaire to screen candidates.
Position: Customer Service Representative (Part Time)
Salary: $28.06 to $32.83/hr
Union: CUPE
Reports to: Team Leader – Public Service
Purpose of Position:
Reporting to the Team Lead - Public Service, in support of a quality customer experience, the Customer Service Representative will answer, process, and escalate customer inquiries and feedback. Will work to communicate with all Atlas Tube Recreation Centre staff to ensure programs and facility rentals function efficiently.
Qualifications:
- Grade 12
- Experience in customer service is an asset
- Valid clear police clearance
Knowledge:
- Working knowledge of computer programs including MS Office (Outlook, Word, Excel) and Facility Scheduling Software (ex. ActiveNet) is an asset
- Customer Service and communication skills to properly communicate with the public and staff members.
- Ability to be friendly and cooperative to relay information and handle a variety of enquiries in a professional manner.
- Effective inter-personal and oral/written communication skills.
- Organizational skills to effectively prioritize assignments.
- Ability to work as a team and provide assistance to co-workers and the public as necessary.
Major Responsibilities:
- Answer and process incoming inquiries by phone, email or in person in a professional and courteous manner maintaining customer satisfaction.
- Receive and process recreation program registrations.
- Will monitor patrons, promote safety within the facility and will relay incidents of an emergency nature to 911 dispatch centre.
- Will work to communicate with all Atlas Tube Recreation Centre staff to ensure programs and facility rentals function efficiently. Will dispatch calls on two-way radio when required on site.
- Works to secure municipal assets throughout the Atlas Tube Recreation Centre by diligently opening and closing the facility, ensuring rooms not in use are locked and by monitoring the facility for safety hazards.
- Ensures smooth function of operations while adhering to fire safety regulations (i.e. patron movement flow). Advises users of applicable policies including safety.
- Scheduling and booking of rentals that are for the same day or within one week’s time.
- Assisting in documenting the set-up requirements for rentals and communicating with ATRC facility staff.
- Works to enhance customer experience through communication, and problem solving with customers, ATRC staff and the Leadership Team.
- Prepare daily bank deposits
- Acquaint new employees with job functions, as required.
- Complies with all internal policies regarding cash handling, internal controls, etc.
- Collects information and prepares all required reports (accident/incident, facility set up, etc).
- Perform other related duties as required.
Decision Making and Judgement:
- Work is performed under the general direction of the Manager of Recreation and Leisure, with access to the municipal policies, procedures, bylaws and regulations
- Works in conjunction with other staffs to resolve issues, improve processes and achieve best practices
- Must be able to assess situations and act quickly using good judgment. Must have strong ability to communicate feedback in a constructive manner to prevent future issues.
Physical Skill and Effort
- Manual dexterity to operate a computer
- Sitting, standing, walking, stooping, lifting up to 10 kgs
Interpersonal Skills:
Interpersonal skill to liaise with management and the public in a friendly and co-operative manner.
Internal:
- Staff in Recreation and Leisure
External:
- General public
- Organizations and user groups
Working Conditions:
Environment
- Atlas Tube Recreation Centre at an open desk and walking throughout the facility
- Works within a fast-paced, office/recreation environment
- Noise level is moderate to loud
- Shared workspace
- Working independently with minimal supervision (sometimes alone at front desk, with facility staff elsewhere in the building)
Control over Work Schedule
- This position is subject to evening and weekend shifts 7 days per week between the hours of 5:30 am and 10:00 pm. Normally scheduled for weekends.
- Minimum shifts shall not be less than 4 hours to a maximum of 24 hours per week
Updated: July 2017
As an inclusive employer, the Municipality of Lakeshore is committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need. The Municipality is also committed to ensuring that personal information will remain confidential under the authority of the Municipal Freedom of Information and Protection of Privacy Act.