Temporary Full Time Customer Service Representative, Recreation (3 month contract)

Town of Ajax; Ajax; On-site; CAD 48,000 - 52,000; Full time

Benefits offered by this job

EAP

Health program

Fitness centre membership

OMERS pension

Job summary

Town of Ajax seeks a Customer Service Representative for a three-month contract in a busy municipal recreation environment. Reporting to the Supervisor of Customer Service, you will greet visitors, process registrations, handle payments, and respond to inquiries across the Ajax Community Centre, McLean Community Centre and Audley Recreation Centre.

You will mentor part-time CSRs, manage accounts receivable/payable, maintain data accuracy, and provide exceptional service while protecting data

Qualifications

• One year type Business Certificate within Recreation & Leisure Services, Business Administration with accounting emphasis is an asset, or Office Software.
• Minimum 2 years progressively responsible experience in relevant field.
• Experience in the municipal public sector and multi-use recreation centres is preferred.
• Front line customer service experience in a recreation environment is advantageous.
• Experience with accounts payable and receivable management and ActiveNet is preferred.

Responsibilities

• Provide exceptional level of service to clients, resolving complaints and inquiries.
• Front desk duties across department sections, responding to public inquiries.
• Respond to daily calls, voicemails, and emails, and monitor [e-mail].
• Provide up-to-date information on activities, programs, memberships, events.
• Process sales and registrations, update subsidy accounts, and handle cash transactions.
• Mentor part-time CSRs and promote teamwork and leadership.
• Ensure data security, accuracy of information, and adherence to policies.

Skills

Customer service

Public inquiries

Team mentoring

Accounts receivable

Accounts payable

Leadership

Cash handling

Data entry

Communication

Education

Business Certificate in Recreation & Leisure

Tools

ActiveNet software

Word

Excel

Outlook

Cash register

CRM systems

Job description

• Department Recreation & Culture
• Job Type Temporary
• Number of Positions 1
• Affiliation Non-Union
• Compensation Range $34.99 - $37.71

Job Summary

Reporting to the Supervisor of Customer Service, the Customer Service Representative achieves an exceptional level of customer service, resolving the majority of client issues, complaints and requests. Communicates with facility staff, instructors and other organizational contacts to ensure customer service needs are met and all activities and functions proceed as scheduled. Promotes and facilitates the sale of Town of Ajax programs, activities, facility rentals and memberships. Supports and mentors part-time Customer Service Representatives, promoting teamwork through encouragement and leadership. Manages Accounts Receivables and verifies Accounts Payable. Performs numerous other administrative tasks in a timely manner, according to Department policies and procedures.

Job Duties

The following responsibilities and duties of this position include but are not limited to:

• Provide exceptional level of service to clients, receiving customer feedback, resolving complaints immediately when possible and referring others to appropriate personnel.
• Front desk agent for all sections within the department; providing accurate response to public inquiries, creating positive first contact experiences for all users.
• Respond to numerous phone calls daily, reply to voice mails and emails promptly – monitor [e-mail] to ensure customer service standards are met.
• Provide up-to-date information of all Town activities, programs, memberships, events.
• Process sales and registrations, update subsidy accounts, and perform all cash transactions accurately and efficiently.
• Enhance client experience by offering alternative solutions in collaboration with program coordinators.
• Research and offer alternatives to resolve client issues.
• Ensure security, integrity and confidentiality of data collected at the front desk.
• Ensure that all information updated and accurate, including work instructions, binders, fee sheets, schedules, and all promotional material.
• Verify accuracy of transactions through analysis, reports, and quality checks.
• Provide support, coaching and mentoring to part-time CSRs.
• Demonstrating leadership, integrity and professional ethics at all times.
• Assist in new employee training and orientation; guide new employees through ActiveNet, review work instructions, demonstrate procedures, train on relevant policies, model appropriate interactions with customers, review job related materials.

Qualifications/Skills

• One year type Business Certificate within Recreation & Leisure Services, Business Administration (emphasis on accounting is an asset), or Office Software.
• Minimum 2 years progressively responsible experience in relevant field.
• Experience in the municipal public sector.
• Municipal sport and recreation experience in large multi-use recreation centres.
• Excellent experience in front line customer service, preferably in a recreation environment.
• Proficient experience in accounts payable and receivable management required.
• Advanced experience and knowledge of the ActiveNet recreation software.
• Proficient knowledge of Word, Excel, Outlook, internet use and other related technologies.
• Currently hold Standard First Aid with CPR C certification.
• Ability to independently prioritize responsibilities and multi-task.
• Proven interpersonal and leadership skills.
• Superior organization, time management and planning skills.
• Excellent oral and written communication skills, including presentation skills.
• Able to provide a clear Criminal Reference Check, including Vulnerable Sector Search that is current (completed within the last 6 months), upon hire.
• Nice to Have Excellent analytical skills and experience with budgets are a definite asset.
• Experience with database management an asset.

What is Offered to Staff Compensation

We offer competitive pay that reflects the responsibilities of the position.

Hours of Work

This 3-month contract is a full time non-union position that works 35 hours per week. The Customer Service Representative will work rotating shifts including days, evenings, and up to 6 Saturdays, between the hours of 5:15 a.m. to 10:30 p.m. This position can be shifted at the Ajax Community Centre, McLean Community Centre and the Audley Recreation Centre as needed.

Benefits

• Employee & Family Assistance Program
• Health & Wellness Program
• Town of Ajax Fitness Centre Combo Membership
• a defined benefits pension (OMERS pension - https://www.omers.com/)

Equal Opportunity Employer

The Town of Ajax is committed to employment equity and building a workplace where all employees feel valued, respected and supported. We welcome applications from candidates of all backgrounds, especially those who have been historically excluded, including Black and Indigenous people, racialized communities, disabled persons, 2SLGBTQIA+ individuals, and others facing systemic inequities. If selected for an interview, you will be provided an opportunity to indicate your access needs. We are committed to ensuring an accessible and respectful hiring process. If you would like to request content in an alternate format, please contact Human Resources by emailing [e-mail]. Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.

Artificial Intelligence (AI) We utilize AI solely for the purpose of anonymizing the application process to help ensure fairness and equity. Please note that AI is not used to screen candidates or make decisions regarding their suitability for any role.

Thanks for your interest in the Town of Ajax!

The Town of Ajax, situated on the northern shore of Lake Ontario, is an innovative municipal sector leader that provides a variety of services to one of the fastest growing communities in Ontario. With over 130,000 residents, Ajax's rich heritage and culturally diverse community make it a great place to work and live.