Job Description
We are seeking a Customer Service Representative Supervisor to join Strathcona County at Ardrossan Recreation Complex!
The Customer Service Representative Supervisor plays a key leadership role, ensuring exceptional guest service is consistently delivered in alignment with facility and department standards. This position is responsible for supervising, scheduling, and supporting Customer Service Representative I’s and II’s, while contributing to the overall success of the supervisory team. This position works with individuals and departments to ensure financial and integral communication processes are in place.
Key Responsibilities:
- Oversee hiring, training, coaching, scheduling, and performance management of Customer Service Representative staff to build a high-performing, knowledgeable, service-focused team
- Responsible for all aspects of the functioning of the front desk and its staff with respect to guest and internal customer service issue resolution and process implementation. This includes, but is not limited to, unique pass/ticket sales and full understanding of upcoming facility events and closures
- Addressing and communicating facility wide guest issues using problem solving skills, training and experience to ensure positive resolution and creating applicable service process improvements
- Design and deliver effective training programs, facilitate team meetings, and support ongoing staff development to uphold service standards
- Manage staff availability and scheduling to ensure adequate coverage, and respond to staffing requests and changes in a timely manner
- Developing and managing facility specific processes for cash handling, deposits, facility bookings, program registrations, point of sale, ticketing and specialized products and services while understanding and adhering to department financial practices
- Researching best practices, materials and suppliers to enhance guest, facility and staff experience
- Communicate time sensitive and relevant information to the facility team, including large scale initiatives and procedure changes
- Managing public communications for the facility including up-to-date signage, education campaigns, brochures and striving for innovative ways to effectively communicate with guests
- Understanding and training others on safety procedures including emergency procedures, space capacities and hazard response to ensure the safety of guests and staff in the facility
Qualifications and Skills:
Degree in Recreation, Tourism, Hospitality, Business, Education or other related field with 4 years related experience
Supervisory experience comparable in scope & scale; multiple staff supervision over a wide range of services is an asset
Skilled in training and mentoring customer service teams to consistently deliver exceptional service and resolve a broad range of customer inquiries in a high-volume, fast-paced environment
Financial management experience including handling balance and reconciliation of large volume of transactions, privacy information, theft prevention, auditing, controls and measures is an asset
Proficient computer skills, knowledge of registration software and/or ticketing software such as Intelligenz is an asset 
Strong leadership, coaching, facilitating and team building skills, with the ability to translate goals and objectives into successful team outcomes
Strong interpersonal, relationship-building, public relations, written and verbal communication skills, with a focus on creating excellent guest experiences
Demonstrated operational experience in a dynamic, fast-paced, changing environment with diverse opportunities, issues and multiple stakeholder requirements
Ability to multi-task and have knowledge of a vast array of guest needs, inside and outside of recreation
Conditions of Employment:
Submission of a Satisfactory Criminal Record Check
Valid Class 5 Driver’s licence
Current Standard First Aid/CPR certification is required
Who We Are:
Strathcona County is a specialized municipality located in the heart of Alberta. Our vision is to become Canada’s most livable community, where our workplace culture and identity are supported by our people plan and values of integrity, respect, safety, fairness, and cooperation.
Why Join Strathcona County: (depending on position)
Competitive salary and comprehensive benefits package, which includes:
Extended health and dental coverage
Health and wellness spending account
Life and disability insurance
Retirement and pension programs
Earned day off program
Employee and family assistance program
Commitment to employee development, through internal and external training and development opportunities
Well-being programs and a safety culture focused on physical and psychological health in the workplace
Equivalencies of education and experience may be considered.
This competition may be used to fill future vacancies for similar positions within the next 6 months.
Strathcona County is committed to an inclusive, respectful, and equitable workplace that represents the community we serve. We welcome applicants from all backgrounds who can contribute diverse perspectives and experiences.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
