Customer Service Associate

This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

Location - This role is in-person. Work primarily takes place at North Campus, Edmonton.

Reporting to the Customer Service Coordinator, the Customer Service Associate is an integral member of the Campus & Community Recreation Client Engagement team.  Campus & Community Recreation supports the management of sport and recreation facilities, programs, services and events serving a variety of communities including University of Alberta students, staff, Faculty and general community members.  Campus & Community Recreation also supports the facility and service needs of the Faculty of Kinesiology, Sport, and Recreation and the Varsity Athletics programs through the provision of dedicated sport and recreation space for teaching, research, training, and competition.

The Customer Service Associate will provide frontline customer service on a day-to-day basis in the Van Vliet Complex. The Associate will provide support and direction to casual customer service staff members working within the facility to ensure high quality service.  The CS Associate will assist with daily oversight of the reception and customer service duties for the Van Vliet Complex, and also provides administrative support in the day-to-day functions of the Customer Service Centre. This position will assist in a number of key areas including: staff training; information coordination/dissemination; and financial transactions. The Associate will provide leadership to casual customer service staff regarding facility activities and have a strong communication role with promoting programs, memberships and events to the general public. In addition to the customer service area, this position will assist with administrative aspects such as maintenance of rental locker and pro shop inventory and implementing procedures and processes related to the Van Vliet Complex membership/rental forms.

This position requires the ability to work variable hours including evenings and weekends as required.

• Greets all patrons and confirms use of the facility through membership, programs, drop in or facility booking contracts.
• Disseminates inquiries and information to appropriate managers/staff.
• Proficient and efficient use of Recreation Management software (RMS) and ONEcard, taking a lead role in training casual staff in use of each module.
• Registers participants in all programs and supported through RMS and sets up memberships with the software.
• Takes payments in all forms – credit cards, debit, cheque and cash transactions through RMS.
• Review and process online membership and locker sales (or sales requests).
• Create/maintain procedures and training documents for staff reference.
• Assists with casual staff training and shadow shifts, observing that casual staff are proficient in their duties.
• Communicate duties and confirm understanding of processes with casual staff during shift transition times.

• High School Diploma. Degree in Kinesiology, Sport and Recreation and understanding of facility operation is an asset.
• Minimum 2 years of experience in a customer service/client focused role.
• Previous cash handling experience.
• Current Intermediate First Aid and Level C CPR certification required every 2 years.
• Police information check.
• Excellent communication and conflict management skills.
• Experience in Recreation Management Software training is an asset, specifically Intelligenz.

Application Instructions

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This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.