Customer Service Desk Shift Lead

Mount Royal University; Calgary; On-site; CAD 20,664 - 25,995; Part time

Job summary

Mount Royal University in Calgary, Alberta, is seeking a Customer Service Desk Shift Lead to provide exceptional customer service and oversee daily operations at the Recreation Centre. This leadership role requires mentoring staff and ensuring a positive experience for visitors.

The ideal candidate will have a High School diploma and 6-12 months of relevant experience, along with strong interpersonal skills. The position pays $15.00 - $18.87 per hour and involves a flexible schedule.

Qualifications

• Minimum High School diploma, plus additional coursework.
• 6 - 12 months of related experience.
• Strong interpersonal skills and effective written communication.
• Willingness to mentor staff and manage challenging internal and external conversations.

Responsibilities

• Provide exceptional customer service by interacting with members and guests.
• Act as the shift leader at the CSC and Recreation facility.
• Oversee the facility's opening and closing procedures.
• Ensure safety and well-being by providing first aid when necessary.
• Work closely with team members and other departments.
• Perform administrative tasks including reporting and inventory management.
• Supervise, coach, and mentor casual staff.

Skills

Interpersonal skills

Written communication

Mentoring

Customer service

ActiveNet software

Education

High School diploma plus additional coursework

Job description

Customer Service Desk Shift Lead

The Customer Experience department employs a team approach to deliver consistent, outstanding, and individualized experiences with lasting emotional connections throughout the Recreation Centre. The Customer Experience Shift Lead is an enthusiastic, positive individual who takes pride in a well‑done job and maintains an outgoing, professional attitude. They will be responsible for providing outstanding front‑line customer service to internal and external customers in support of our Recreational and athletic programs and facility spaces. This role is a leadership position that supports and mentors Customer Experience representatives and oversees daily operations.

This is a flexible position whose work schedule is variable and may include an irregular schedule of not less than three (3) hours per shift and up to thirty‑five (35) hours per week.

Responsibilities

• Provide exceptional customer service by interacting with members and guests in person or over the phone.
  • Register and process payments for memberships and programs.
  • Provide information and retain knowledge about various memberships, programs, and services.
• Act as the shift leader at the CSC and Recreation facility, enforcing access guidelines, rules, regulations and processes.
• Oversee the facility's opening and closing procedures, ensuring proper protocols are followed.
  • Conduct facility checks to ensure safety, cleanliness, and readiness for members.
• Ensure the safety and well‑being of staff and members by providing first aid when necessary and leading evacuations during emergencies.
• Work closely with fellow team members, management, and other departments to achieve operational goals and provide a positive experience for all visitors.
• Perform various administrative tasks assigned by supervisors, including reporting, inventory management, and maintaining accurate records of customer memberships and registrations, as well as managing parking and lockers.
• Expertise in the ActiveNet software to register and process payments for memberships, programs, and events.
  • Assist staff members in troubleshooting system issues and with ActiveNet‑related tasks.
• Supervise, coach, and mentor casual staff, ensuring adherence to facility policies and procedures. Provide ongoing support and training to new and existing staff members.

Qualifications

• Minimum High School diploma, plus additional coursework.
• 6 - 12 months of related experience.
• Strong interpersonal skills and effective written communication.
• Willingness to mentor staff and manage challenging internal and external conversations.

Salary: $15.00 - $18.87 per hour