Overview
This is varied customer service, clerical, and administrative support work in support of day-to-day activities at Tennis For Life. An incumbent in this position is primarily responsible for providing a wide variety of information on tennis programs, services, policies and procedures to tennis players, families, and the general public. Duties include but are not limited to providing front line customer service, providing first level screening of customer needs, processing payments and refunds, assisting with promotional and informational activities.
As a member of Tennis For Life family, you are expected to live the values we uphold strongly (discipline, care, integrity, courtesy, kindness, humility, and gratitude) and to contribute to our team cohesion, culture and delivery of the best-in-class services and quality programs that promote players’ retention, improvement, and life-long participation.
Responsibilities
· Projects a positive and professional attitude, greets players and guests in a welcoming and attentive manner and thanks them with a warm goodbye.
· Contributes to creating personable environment where everyone feels welcome and part of Tennis For Life family.
· Provides “Effort-Zero” customer service by effectively screening and addressing customer needs via email, phone, and in-person; escalating any issues as necessary to Tennis Director and/or Managing Director.
· Provides excellent customer service to current and prospective tennis players, families, and guests. Provides accurate and adequate information on all services and programs at Tennis For Life, including but not limited to court bookings, block bookings, all Learn, Practice, and Play programs, camps and events, registrations, payment methods and other.
· Exercises outmost due diligence when opening and closing facility and handling access keys and codes to ensure and maintain security.
· Performs opening and closing duties as outlined in the “Opening Checklist” and “Closing Checklist” documents
· Accurately processes all the sales including proshop, court bookings, programs, and camps and promotes TFL’s programs and services.
· Answers all incoming calls with a friendly tone.
· Monitors, replies, and forwards emails accordingly.
· Assists customers in navigating through the website and online registration portal.
· Assists customers in making payments by phone, online or in-person.
· Accurately maintains record of daily transactions.
· Monitors office supplies and notifies the Tennis Director when it is time to re-stock supplies.
· Maintains clean, neat and presentable environment at all times.
· Assists the team during promotional events.
· Provides support to other team members when needed.
· Performs other duties as assigned.
Knowledge, Abilities and Skills
· Thorough knowledge of all programs, services, policies and procedures at Tennis For Life.
· Considerable knowledge of program registration online platform.
· Considerable knowledge of business English, spelling and punctuation.
· Basic knowledge of MS Office (especially Excel and Word).
· Basic knowledge of office equipment (e.g. printer, scanner etc.)
· Ability to communicate effectively with a diverse public and use judgement in providing excellent customer service.
· Ability to handle difficult customers appropriately.
· Ability to work with constant interruptions and to maintain attention to detail.
· Ability to prioritize, multitask, and apply organizational skills, and work with minimal supervision.
· Ability to learn assigned clerical duties readily and to perform them in accordance with established methods and procedures.
· Ability to respond to emergencies.
· Skills in operating office equipment.
· Skill in keyboarding 40 wpm.
Training and Experience
· High School Diploma; additional qualifications is a plus.
· A minimum of 1 year of proven experience in a similar role.
· General tennis knowledge is an asset but not a must.
Job Specific Requirements
· Must be available weekdays 3-11pm and on weekends (working shifts can vary from 6am to 11pm)
Job Types: Full-time, Part-time, Permanent
Pay: $19.00-$22.00 per hour
Education:
- Secondary School (preferred)
Experience:
- customer service: 1 year (required)
Work Location: In person
