Why work for the Town of Canmore: Our team is professional, fun, dedicated and passionate about work, the community and the endless opportunities for outdoor and indoor recreation in our magnificent Rocky Mountain environment. Our Customer Experience Agents support the community as part of an energetic and dedicated recreation team committed to promoting a high level of community wellness and exceptional customer service.
Position Overview:
As members of the Recreation department and reporting to the Supervisor of Customer Experience, Customer Experience agents are responsible for ensuring the consistent delivery of exceptional service at Town of Canmore (“Town”) recreation facilities while supporting the effective day-to-day operations. The Customer Experience agent promotes a positive and professional image of the “Town” and is knowledgeable of all products and services offered. The agent is responsible for administering membership, drop-in sales, program registration and responding to customer inquiries.
Additionally, this position supports the Customer Experience Team Lead with administrative tasks, staff training, cash reconciliations and leadership when needed.
Core Accountabilities:
- Is generally knowledgeable about all Town of Canmore services and is specifically able to respond to inquiries about recreation memberships, program registration, drop-in administration, and facility rentals
- Proficiently and efficiently uses computer operating systems, software, and applications such as Microsoft Office and Intelli Leisure
- Supports Recreation’s member retention strategy
- Follows established departmental standard operating procedures and maintains confidentiality of all client information
- Collects and responds to member feedback
- Assists with facility booking inquiries and tasks as needed
- Assumes specific key holder responsibilities associated with security and reconciliation of floats and the security of financial instruments and records
- Assumes opening and closing responsibilities including revenue reconciliations and cashouts
Education & Qualifications:
- Post-secondary education in a related field such as Recreation, Hospitality and Tourism Kinesiology, Physical Education – asset
- Current Intermediate First Aid (Standard First Aid) and CPR Certification, including AED – required
- Minimum of two years’ experience in front line customer service in recreation, hospitality, or another similar field – required
- Experience in programming and/or membership sales – asset
- Demonstrated ability to work effectively both independently and as part of a team – required
- Able to manage a high volume of customer comments, inquiries, and requests (works well under pressure) while creating and maintaining a fun workplace – required
- Intermediate level of computer skills in Microsoft Office programs, particularly Outlook, Word, and Excel – required
- Strong written and verbal communication skills – required
- Previous experience with recreation management and facility booking software – asset
- Able to work a variety of shift times and hours including evenings and weekends as required
- Embodies the Town of Canmore Core Value of Wellness, Respect, Integrity, Service and Teamwork
- Really enjoys helping and serving others
- Remembers details, faces, and people
- Is pleasant and welcoming
- Has a calm demeanor and is comfortable addressing and resolving conflict situations and angry customers
- Is positive and respectful in communication about others, prefers not to gossip and/or gripe
- Creative and innovate in relation to problem solving
- Detail-oriented and able to prioritize to accommodate ever-changing circumstances and
- urgencies
- Sees what needs to be done without waiting to be told, and takes initiative to create accomplishment
Salary & Benefits:
- Pay Range- $26.89 to $30.05 per hour to start. Compensation will be calculated based on the successful candidate’s related work experience and education
- This is a permanent full-time position
- 40 hours work week weekends & evenings included
- Competitive benefits package, & health spending account
- Generous RRSP matching plan
- Personal development & learning opportunities
- Positive work culture
- Work-Life Balance
Closing Date for Applications: This posting will remain open until filled.
How to Apply: To apply, please combine your cover letter and resume into a single document (PDF or Word) To help us learn more about you, in your cover letter please clearly detail the following:
- Why do you want to work with us as a Customer Experience Agent?
- What skills, experience and (most importantly!) attitude will you bring to enhance the team and enrich our community.
- Your level of familiarity with Canmore and our facilities at Elevation Place.
