Customer Experience Representative

University of Toronto; Toronto; On-site; CAD 63,000 - 80,000; Full time

Job summary

The University of Toronto, St. George campus, is seeking a Customer Experience Representative to join the Faculty of Kinesiology and Physical Education.

You will deliver high-level customer service to members, using Fusion for transactions, and provide information on program eligibility and deadlines. Ideal candidates have a three-year diploma and at least three years at a front desk in a high-volume facility, with strong interpersonal and problem-solving abilities.

Qualifications

• Advanced College Diploma (3 years) or equivalent experience.
• Minimum three years front-desk customer service experience in an athletic facility.
• Minimum one year processing transactions on Fusion software (POS, registrations, scheduling, reporting).
• Experience serving the public in a high-volume, fast-paced environment.
• Proficiency with Microsoft Office; knowledge of Adobe Acrobat.
• Strong interpersonal and communication skills.
• Ability to exercise tact, diplomacy and discretion.
• Strong conflict resolution, good judgement and customer focus.
• Knowledge of the Faculty's intramural, intercollegiate, and related programs.

Responsibilities

• Use Fusion to handle membership sales, program registrations, towel and locker sales.
• Provide detailed information on program eligibility, deadlines, and policies.
• Troubleshoot and resolve routine issues.
• Disseminate information and respond to emergencies per standards.
• Serve as a resource with non-supervisory guidance to others.

Skills

Front desk customer service

Interpersonal skills

Communication

Problem solving

Teamwork

Conflict resolution

Education

Advanced College Diploma

Tools

Fusion recreation management software

Microsoft Office

Adobe Acrobat

Job description

Customer Experience Representative

Date Posted: October 19, 2026
Req ID: 50607
Faculty/Division: Faculty of Kinesiology and Physl Ed.
Department: Faculty of Kinesiology and Physl Ed.
Campus: St. George (downtown) campus
Position Number: 38585
Existing Vacancy: Yes

Description:

About us:

The University of Toronto’s Faculty of Kinesiology and Physical Education is globally recognized for developing and advancing knowledge about the interactions of physical activity and health through outstanding undergraduate and graduate education programs, cutting-edge research and the delivery of sport, recreation and high performance athletic opportunities for students, staff, faculty and community members across the three campuses. In achieving this vision, the Faculty is guided by values of integrity, respect, equity and diversity https://kpe.utoronto.ca/.

Your opportunity:

Reporting to the Manager, Active Healthy Living Centre, the Customer Experience Representative is responsible for working cooperatively, in a team environment to deliver a high level of customer service to all current and potential members of the athletic centre. The incumbent’s role is to project a positive, welcoming, and professional image at all times, representing the Faculty in an inclusive manner and to provide fast, efficient, and friendly customer service. Must have the ability to work evenings, weekends and weekdays.

Your responsibilities will include:

• Using Fusion recreation management software system for membership sales, program registratrions, towel and locker sales and other transactions
• Providing detailed information on program and/or course eligibility requirements, procedures, policies and deadlines
• Troubleshooting and resolving routine issues
• Disseminating information
• Applying established standards when responding to emergencies
• Serving as a resource to others by providing (non-supervisory) job-related guidance

Essential Qualifications:

• Advanced College Diploma (3 years) or acceptable combination of equivalent experience.
• Minimum three years experience working in a front-desk customer service focused role in an athletic facility
• Minimum one year processing transactions on Fusion recreation management software, including Point of Sale, registrations, scheduling and reporting
• Experience working with the public ina high volume, fast-paced environment
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook, Publisher) and AdobeAcrobat is required
• Strong interpersonal skills
• Ability to exercise tact, diplomacy and discretion
• Strong conflict resolution skills
• Displays good judgement
• Strong customer service focus
• Strong knowledge of the Faculty’s Intramural, Intercollegiate, Instruction, Junior Blues, and Camp U of T programs and procedures

To be successful in this role you will be:

• Approachable
• Communicator
• Intuitive
• Multi-tasker
• Organized
• Problem solver
• Team player

Closing Date: October 28, 2026, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - continuing
Schedule: Full-time, Monday to Friday, 6:45am-2:30pm
Pay Scale Group & Hiring Zone:
USW Pay Band 07 -- $62,646. with an annual step progression to a maximum of $80,116. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Athletics
Divisional HR Office Email: [e-mail]

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

Job descriptions are available upon request for internal applicants.

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Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP.

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [e-mail].

Job Segment: Front Desk, Customer Service Representative, Facilities, Equity, Administrative, Customer Service, Operations, Finance, Research