Customer Service Associate

The University of Alberta; Edmonton; On-site; CAD 50,000 - 67,000; Full time

Job summary

The University of Alberta is hiring a Customer Service Associate for the North Campus, Edmonton. You will greet patrons, manage memberships and program registrations, and supervise casual staff at the Van Vliet Complex.

This in-person role reports to the Customer Service Coordinator and supports RMS, ONEcard, and rental bookings while promoting programs and events to students, staff and the community. Strong communication, two years of customer-service experience and valid First Aid/CPR

Qualifications

• High school diploma; degree in Kinesiology, Sport and Recreation is an asset.
• Minimum 2 years of experience in a customer service role.
• Current Intermediate First Aid and Level C CPR certification renewed every 2 years.
• Excellent communication and conflict management skills.
• Experience with Recreation Management Software training (Intelligenz) is an asset.

Responsibilities

• Greets all patrons and confirms facility use through membership, programs, drop-in, or bookings.
• Disseminates inquiries to appropriate managers/staff.
• Proficient use of RMS and ONEcard; lead training for casual staff.
• Registers participants in programs and sets up memberships in RMS.
• Takes payments via RMS (credit card, debit, cheque, cash).
• Reviews and processes online membership and locker sales.
• Creates and maintains procedures and training documents for staff.
• Assists casual staff training and shadow shifts; ensures staff proficiency.
• Communicates duties and ensures understanding of processes during shift transitions.

Skills

Customer service

Communication

Conflict management

First Aid CPR

Education

Bachelor's degree in Kinesiology, Sport and Recreation

First Aid & CPR certification (Intermediate, Level C)

High School Diploma

Tools

Recreation Management Software (RMS)

ONEcard

Intelligenz

Job description

• Faculty/Department Campus Operations & Services
• Annual Salary Range $50,194.56 to $66,794.16

About the Job

This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

Location - This role is in-person. Work primarily takes place at North Campus, Edmonton.

Reporting to the Customer Service Coordinator, the Customer Service Associate is an integral member of the Campus & Community Recreation Client Engagement team. Campus & Community Recreation supports the management of sport and recreation facilities, programs, services and events serving a variety of communities including University of Alberta students, staff, Faculty and general community members. Campus & Community Recreation also supports the facility and service needs of the Faculty of Kinesiology, Sport, and Recreation and the Varsity Athletics programs through the provision of dedicated sport and recreation space for teaching, research, training, and competition.

The Customer Service Associate will provide frontline customer service on a day-to-day basis in the Van Vliet Complex. The Associate will provide support and direction to casual customer service staff members working within the facility to ensure high quality service. The CS Associate will assist with daily oversight of the reception and customer service duties for the Van Vliet Complex, and also provides administrative support in the day-to-day functions of the Customer Service Centre. This position will assist in a number of key areas including: staff training; information coordination/dissemination; and financial transactions. The Associate will provide leadership to casual customer service staff regarding facility activities and have a strong communication role with promoting programs, memberships and events to the general public. In addition to the customer service area, this position will assist with administrative aspects such as maintenance of rental locker and pro shop inventory and implementing procedures and processes related to the Van Vliet Complex membership/rental forms.

This position requires the ability to work variable hours including evenings and weekends as required.

Responsibilities

• Greets all patrons and confirms use of the facility through membership, programs, drop in or facility booking contracts.
• Disseminates inquiries and information to appropriate managers/staff.
• Proficient and efficient use of Recreation Management software (RMS) and ONEcard, taking a lead role in training casual staff in use of each module.
• Registers participants in all programs and supported through RMS and sets up memberships with the software.
• Takes payments in all forms – credit cards, debit, cheque and cash transactions through RMS.
• Review and process online membership and locker sales (or sales requests).
• Create/maintain procedures and training documents for staff reference.
• Assists with casual staff training and shadow shifts, observing that casual staff are proficient in their duties.
• Communicate duties and confirm understanding of processes with casual staff during shift transition times.

Qualifications

• High School Diploma. Degree in Kinesiology, Sport and Recreation and understanding of facility operation is an asset.
• Minimum 2 years of experience in a customer service/client focused role.
• Current Intermediate First Aid and Level C CPR certification required every 2 years.
• Excellent communication and conflict management skills.
• Experience in Recreation Management Software training is an asset, specifically Intelligenz.

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

The Campus Operations & Services team supports the University of Alberta through a range of essential services and works for operating, maintaining and renewing infrastructure across our campuses.

About University of Alberta

The University of Alberta, its buildings, labs and research stations are primarily located on the territory of Néhiyaw (Cree), Niitsitapi (Blackfoot), Métis, Nakoda (Stoney), Dene, Haudenosaunee (Iroquois) and Anishinaabe (Ojibway/Saulteaux), lands that are now known as part of Treaties 6, 7 and 8 and homeland of the Métis. The University of Alberta respects the sovereignty, lands, histories, languages, knowledge systems and cultures of all First Nations, Métis, and Inuit.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more .

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.