Customer Service Assistant

Classification: Casual

Weekly Hours: Up to 24 hours

Number of Existing Vacancies: 1

Closing Date: Open Until Filled

Position Summary:

Reporting to the Administrative Coordinator or designate, the Customer Service Assistant is responsible for promoting events and programs, collecting payment for admissions, and ensuring cash is balanced at the end of each shift. The Customer Service Assistant will also provide information to the public regarding activity schedules and admission rates, answer and direct phone calls, print reports and assist with administrative and light duty cleaning.

Core Duties and Responsibilities:

1. Provides information to the public and ensures patrons have a current membership to access facility amenities.
2. Facilitates the sale of facility passes and admissions, including point of sale, cash-handling, receipting and balancing, and data collection and entry.
3. Conducts facility orientations and provides a welcoming environment.
4. Performs light duty custodial activities within the facility.
5. Provides general administrative support as assigned.
6. Monitors and maintains a high level of cleanliness within the work area and the facility.
7. Assists with and promotes facility events and programs.
8. Responds to incidents, accidents and emergency situations, including assisting with directing patrons to safety.
9. Ensures that the facility is accessible and clear of obstacles to allow for use of mobility devices and patron safety.
10. Communicates safety protocols, guidelines, and rules to patrons and user groups and ensures that they are enforced, including correcting inappropriate or unsafe behaviours with patrons where required.
11. Champions the HIGH FIVE Principles of Healthy Child Development and Principles of Healthy Aging whenever possible, understanding their theoretical and practical significance as it relates to delivering high quality and transformative programming to individuals and the community.
12. Serves as a positive role model and leader. Models appropriate problem-solving techniques, providing opportunities for patrons to problem solve.
13. Provides an environment and activities that foster healthy relationships, celebrates individuals’ successes, and remains engaged and attentive to participant’s needs and requests during all programs engaging them to create a sense of community. Provides an opportunity for participants to be creative, competent, and confident.
14. Follows all Town policies and procedures and ensures all health and safety regulations are upheld.
15. Provides backup assistance to other staff in the Recreation Department, as required.
16. Maintains files in accordance with the Town’s Records Management By-law, Policies and Procedures and the Electronic Document and Records Management System (EDRMS).
17. Works in a respectful, friendly and courteous manner and communicates effectively with co-workers, supervisors, elected officials, and the general public.
18. Demonstrates a commitment to diversity, equity, and inclusion through continuous learning, modeling inclusive behaviours, and proactively managing bias.
19. Undertakes special projects and performs other duties as assigned in accordance with departmental or corporate objectives.

Qualifications Required:

1. Ontario Secondary School Diploma or equivalent, or in the process of obtaining.
2. Standard First Aid and CPR Level C or willingness to become certified.
3. Experience with cash handling, an asset.
4. Previous experience in a recreation operation is considered an asset.
5. HIGH FIVE - Principles of Healthy Child Development and HIGH FIVE - Principles of Healthy Aging certification or willingness to obtain, an asset.
6. Good working knowledge of the Occupational Health and Safety Act and WHMIS 2015.
7. Excellent interpersonal skills including the ability to work effectively in a team environment and to exhibit courtesy, tact, and diplomacy in dealing with the public, department officials and other members of staff. Ability to adhere to confidentiality requirements at all times.
8. Good written and verbal communication, administrative, customer service, organizational, problem-solving, and time management skills as well as excellent telephone manner.
9. Working knowledge of Microsoft Office software applications including Excel, Word, Outlook, and SharePoint. Experience using Point of Sale software is considered an asset.
10. Ability to provide a current and acceptable vulnerable sector police record check.
11. Possess the physical ability to perform the essential duties of the job.

Physical Demands and Working Conditions:

1. Extended periods of standing, sitting, walking, bending and lifting up to 40 lbs.
2. Conditions vary from an indoor environment to exposure to dust, verbal and physical behaviours from patrons and public criticism.
3. Ability to work schedule and shifts as stated. Work outside normal working hours may be required occasionally.