Customer Service Representative Team Lead

City of Brampton - Brampton, ON (11 months ago)

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Job Description

Reporting to the Facility Clerk, Recreation Coordinator/Supervisor, this position provides professional front-line customer service support, responding to facility inquires, program information and services that result in a positive experience. Oversee and supervise a minimum of 2 Customer Service Representatives during the shift in the absence of full-time supervisory staff.

Provide leadership, guidance and training to customer service representatives
Assist customer service representatives with complex customer service issues in a courteous and professional manner
Provide a high-level of front-line customer service including greeting, and engaging customers and providing program information and program availability with a strong focus on customers’ needs and wants and remembering to “upsell” where possible
Answer telephone calls and respond to customer concerns/ inquiries in a professional manner
Process and accept payments for program registrations, facility bookings, memberships and point of sale transactions
Provide administrative support to the facility clerk including time entry as necessary
Balance and verify daily revenue and complete administrative paperwork and reports
Responsible to complete administrative duties in a timely manner; includes reports and documentation
Assist with concessions operations when required (facility dependent)
Maintain an understanding of department programs and services
Understand, adhere to, and enforce Corporate Policies & Procedures, Confidentiality Guidelines, Emergency Procedures and Health and Safety Standards for all participants and staff
Attend meetings/training as required
Performs other duties as assigned

Selection Criteria:
Grade 12 education or equivalent as established by the Ontario Ministry of Education
3 years’ experience in a recreation/office environment
Proven leadership, decision making and analytical skills
Intermediate computer skills (Word/Excel/Outlook/CLASS)
Exceptional customer service skills and ability to deal with difficult situations
Ability to work independently or as part of a team
Submit or agree to a Vulnerable Sector Criminal Record Check
Current Standard First Aid / CPR / AED from an accredited organization

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** Various tests and/or exams may be administered as part of the selection criteria.

Job status: Part time Job Type: Non-Union

Hourly Rate: $15.75

Applications must be received by November 1, 2019
Alternate formats will be provided upon request.

If this opportunity matches your interest and experience, please apply online at: www.brampton.ca/employment. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement.

Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.

The City is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If you are contacted for a job opportunity, please advise the Human Resources Division of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.