Customer Experience Agent – PT Perm

Canadian Rocky Mountain Resorts; Canmore; On-site; CAD 40,000 - 52,000; Full time

Job summary

Town of Canmore is seeking a Customer Experience Agent to create a welcoming, inclusive environment for visitors to recreation facilities. You will deliver exceptional service, administer memberships, admissions, and program registrations, and respond to inquiries in person, by phone, and by email.

As a key member of the Recreation team, you will maintain knowledge of programs and facility hours, support staff training, handle cash transactions, and contribute to continuous improvement in

Qualifications

• Demonstrate welcoming, inclusive service to all visitors.
• Accurately process memberships, renewals, drop-in admissions, and program registrations.
• Respond to inquiries in person, by phone, and by email with professionalism.

Responsibilities

• Deliver exceptional customer service and maintain a welcoming atmosphere.
• Maintain accurate records and process registrations, memberships, and admissions.
• Stay current on programs, facility hours, and procedures to inform customers.
• Support training, onboarding, and cash reconciliation as part of team operations.
• Operate booking software and manage data entry in Office applications.

Skills

Customer service

Cash handling

Communication skills

Microsoft Office

Problem solving

Tools

Recreation booking software

Job description

Why work for the Town of Canmore:

Our team is professional, fun, dedicated and passionate about work, the community and the endless opportunities for outdoor and indoor recreation in our magnificent Rocky Mountain environment. Our Customer Experience Agents support the community as part of an energetic and dedicated recreation team committed to promoting a high level of community wellness and exceptional customer service.

Position Overview:

The Customer Experience (CE) Agent creates a welcoming, inclusive, and positive experience for all visitors to Town of Canmore recreation facilities. This position is accountable for delivering exceptional customer service while accurately administering memberships, drop-in admissions, program registrations, and responding to customer inquiries in a professional and timely manner. As a key member of the Recreation team, the CE Agent maintains a strong knowledge of recreation programs, services, and facility operations, contributing to the efficient and effective delivery of day-to-day services.

The CE Agent also supports the development and success of the Customer Experience team by assisting the Customer Experience Team Lead with staff training, administrative functions, and cash reconciliation processes. Through consistent adherence to service standards, operational procedures, and Town values, the CE Agent fosters a professional, collaborative, and customer-focused environment while supporting continuous improvement in service delivery.

Core Accountabilities:

• Deliver Exceptional Customer Service
  • Create a welcoming and inclusive experience for all facility visitors through consistent, professional interactions
  • Respond promptly and courteously to customer inquiries and requests in person, by phone, and via email
  • Resolve customer concerns professionally while maintaining composure in high-volume situations
  • Embody Town values of respect, integrity, and service in all customer interactions
• Administer Memberships, Admissions, and Program Registrations
  • Accurately process membership applications, renewals, and drop-in admissions using recreation management software
  • Register participants in programs and maintain detailed records in the booking system
  • Handle cash and electronic payment transactions with accuracy and integrity
  • Verify eligibility and apply appropriate fees, discounts, and waivers according to established procedures
• Maintain Strong Knowledge of Programs and Facility Operations
  • Stay current on all recreation programs, services, facility hours, and operational procedures
  • Provide accurate information to customers about facility amenities, program offerings, and registration requirements
  • Communicate updates and changes to the team to ensure consistent information delivery
  • Support continuous improvement by identifying gaps in customer knowledge or service delivery
• Support Team Operations and Development
  • Assist the Customer Experience Team Leader with staff training and onboarding activities
  • Participate in cash reconciliation processes and administrative functions
  • Contribute to a collaborative, professional, and fun workplace culture
  • Support team members and share operational best practices to enhance service quality
• Operate Recreation Management and Computer Systems
  • Use recreation facility booking software proficiently to manage registrations, memberships, and inquiries
  • Maintain accurate data entry in Microsoft Office programs, particularly Outlook, Word, and Excel
  • Follow documented procedures and troubleshoot common technical issues

Health and Safety

• Fulfill worker responsibilities under the Town of Canmore Health & Safety Directive
• Participate in the Town’s health and safety program by following all safety legislation, policies, and procedures
• Perform work safely and protect the health and safety of yourself and others
• Refrain from causing or participating in harassment or violence
• Report incidents, injuries, and unsafe or harmful worksites, acts, or conditions promptly to leadership

Key Competencies

• Takes initiative to deliver timely, effective, and appropriate service that meets the needs of clients and interest holders. Anticipates needs, responds proactively, and follows through on commitments to ensure a high standard of service. Demonstrates a respectful, solution-oriented approach, building trust and positive relationships
• Demonstrates integrity through consistent, competent performance, ethical decision-making, and clear, values-based communication that reflects what is best about the organization
• Applies self-awareness and emotional regulation to remain effective and composed in a variety of situations, recognizing and responding appropriately to the emotions of self and others, fostering positive relationships and a respectful, supportive environment
• Fosters effective collaboration by building strong networks, promoting cooperation across teams and boundaries, and aligning partners and interest holders to achieve shared organizational priorities and outcomes
• Effectively represents the organization in external settings and builds strong relationships with interest holders, partners, and the community. Communicates the organization’s positions clearly on complex or sensitive issues and contributes to enhancing its reputation and influence
• Demonstrates self-motivation and a proactive approach to work, taking action independently without reliance on external pressure. Consistently seeks opportunities to contribute, solve problems, and improve outcomes